I am a new customer and I’m having a very frustrating and illogical support experience regarding order [REDACTED].
I needed to cancel my order and submitted an official cancellation request immediately after placing it.
My request was submitted before any shipping notification was sent.
Support replied that the order cannot be canceled because the payment was “processed” and the order is “locked”.
In the same email, they confirmed the order has not yet shipped. It is still at the fulfillment center and “should be shipped out within 5 business days”.
I am now being forced to wait for a package to be shipped across continents, only to immediately refuse it or return it.
This seems incredibly wasteful and is a logistics-created problem. Forcing an unnecessary shipment (wasting fuel, packaging, and time) is directly against Framework’s core mission of sustainability. I am trying to prevent a shipment, but support is refusing to help.
The support team is only sending template replies and is not addressing the logical flaw in their argument (i.e., that everyorder is “paid for”).
Can a manager or someone with actual authority please look at my order [REDACTED] and simply stop it from leaving the warehouse?
I really want to support Framework’s mission, but this experience is deeply disappointing.
Other people have had similar problems.
There are just other users here, although sometimes FW people contribute.
As a last resort, when you get the fedex tracking number, you can ask fedex to return it prior to delivery.
I don’t work for Framework but I suspect support has told you true and there isn’t anything a “manager” is going to do to change that.
I used to work front line support for a well known fruit company and would field calls for this exact situation.
The internal system had various statuses for orders and one of them was “PFS” or “Preparing For Shipment”. The order had not shipped and most of the time, a tracking number hadn’t even been generated yet. It was still uncancellable. The logistics of shipment are designed to make things proceed as efficiently as possible. What you ask is anathema to that end.
It is wasteful, no two ways around it, but it is part and parcel of the expectation that things arrive on our doorsteps quickly. Packages in near geographic area get bundled together for shipment and then broken apart the closer they get to final destination. You want to halt the process not just for yourself but for any shipments that might be on the same pallet.
Your shipment is also coming from overseas, adding additional barriers.
Unfortunately the only solution I could offer customers in your situation was to offer to send a request to the shipping company to halt or reverse the shipment before delivery. A request that had no guarantee of being honored and create a return preemptively to make it as easy as possible for you to complete the return should you receive the item.
It’s possible that Framework could file a similar request with FedEx but it is highly unlikely the shipment will be stopped.
@catastrophic I don’t think you can really help but would you be able to look into this?
Edited your post to remove the order number as that information should not be revealed publicly. The Framework team will still be able to see the order number in the post’s revision history.
Sorry to hear that we were unable to cancel your order upon request. Unfortunately, once our in-stock orders have a payment made, they are almost immediately sent to our Logistics partners for processing. I’ve asked the Logistics team to see if they can stop the shipment from leaving; however, this is not guaranteed. More information on this can be found on our website here.
In the event that it does arrive to you, we will provide you with a pre-paid label for the return. We apologize for any inconvenience.
Please let me know if you have any further questions, I’m happy to help however I can.
