I got the notification of my batch being prepared. As a federal employee on furlough, I was hoping this wouldn’t ship until after the shutdown is over. Trying to cancel, my order apparently had JUST gone to “shipping soon”. Now I’m hosed. Apparently, unlike other companies, just sending something to the fulfillment center cripples the ability to cancel an order. Mind you, it’s been FIVE days since the “shipping soon” email with no confirmation of anything.
I need to know the shipping company involved as I’m supposedly on the hook (once the machine arrives) for return shipping AND a “restocking fee”
I won’t lie. I want to be able to refuse delivery and dispute the charge on my credit card since I’m fairly convinced that the refund process will take long enough that I’ll also have to pay interest on this purchase that I no longer want.
I’m finding that I basically need the money from the order (since I’m not getting a paycheck) to pay my mortgage
Every other company I’ve dealt with can cancel an order before it goes on the truck. I’ve WRITTEN systems that could do that - EIGHTEEN YEARS AGO!
I’m certainly open to talking to SOMEone about this but the response I got from support was rather dismissive.
We are just other users like you here.
Is it shipping somewhere you are not available at while not working? Why would you need to dispute the charges when it can just be returned. That sounds awfully aggressive.
If there is “interest” to be paid how much is it really? Clearly the need is to pay a mortgage so being out a little money to pay bills is a little more important.
Framework is a really small company in the tech world, they don’t have just-in-time integrated into all aspects of their business likely due to it not being necessary as it costs money to do that sort of thing.
Contact support with your order number and ask them if they can pull the shipment back if you know you do not want it. Most major carriers have this ability. Otherwise it is a matter of returning it for a refund. Sorry about the timing of being furloughed.
I think FedEx do most of the delivery from FW.
Contact FW support, they should be able to turn it around before it arrives.
FW have a 30 day no quibbles return policy. I doubt they charge return postage and restocking fees, but I don’t know for sure.
I am sure it will be cheaper for FW if they turn it around, instead of going through a whole returns process after delivery.
Because I have to pay shipping AND a restocking fee and I have no idea what that will be. Shipping won’t be cheap for something that heavy and restocking fees are notorious for being alternative revenue streams.
My point was that from the time it was ‘ready to ship’ to the time I got the shipping notification - it was 5 days. Even the smallest Amazon seller can cancel an order (at least the ones I’ve dealt with) so long as it hasn’t gotten into, in this case, FedEx’s hands. (And today I got the notice that FedEx has it in Taiwan)
I have no idea how much this is going to cost me at a time when I can least afford it.
THAT is why I sound aggressive.
I contacted them. They told me once it’s “ready to ship”, that’s it. (It was 5 days before actual shipping) I looked in the FAQs and that says I have to pay shipping AND a restocking fee.
I am not seeing this restocking fee mentioned on their knowledgebase page about making returns within your 30-day return window.
It suggests that you will be charged a fee if there is any cosmetic or functional damage but considering that you are not currently in possession of the computer, nor are you intending on causing any cosmetic or functional damage when it arrives, that clause seemingly would not apply to you.
Can you point out where you saw that you would be subject to a restocking fee? As you’ve described it as an alternative revenue stream, I would expect its existence to be laid out in black and white on one of their knowledgebase pages.
I don’t think FW are using underhand tactics. Their processes are just not very optimised in some cases. There are some processes that probably quite negatively affect their sales. For example, it is not possible to order an item if it is currently out of stock. You have to wait for it to come back into stock and often you are then too late before it is out of stock again.
If they let people order out of stock items, they would know exactly how many to make in the next batch, and make more sales.
Good morning,
For the time being, I hope you’re right and will take your word. What I remember about the restocking fee was that it was in very small print while I was looking for some way to get the order cancelled. I seem to recall at one point, for part of what I read, realizing I was in the laptop section.
This was the reason I contacted customer support, before my desktop had shipped. My anger at not being able to do something that other vendors can easily do (cancel an order any time until it’s “put on a truck” or, in this case, an airplane) was what poured gasoline on a fire that, admittedly wasn’t their fault. The fire is this situation with federal workers (as I work for the Air Force) and then doing some calculations about when I’d see the credit on my card - knowing that while other companies were good on taking returns, they were (with the exception of Amazon and Apple) VERY slow in actually giving the money back.
I will happily look like a fool if this government shutdown is solved by the time my machine makes it to New Hampshire (though, with FedEx, I suspect it won’t take that long - they’ve been pretty damn good about that)
I really wanted this as it’s going to replace a couple of Windows PCs and easily handle everything I plan on throwing at it. The absolute genesis of all this is what’s going on in Washington and it was just more frustrating to have the experience that I’ve had (so far) with Framework - even that I couldn’t “make plans” to know even how much the shipping might cost (the return label could be for anything from USPS Ground to FedeX overnight).
I do appreciate the response. It’s far more informative than the initial response I got and I do thank you for that.
I guess you should find all the answers regarding fees and cancellation process etc. in:
You received a response regarding this here. I addressed your claims of restocking fees, etc. Your delivery will be coming via FedEx.
Good evening,
I went looking back over the site and I see where I got the two erroneous ideas that I got. What I remembered as a ‘restocking’ fee was a refurbishment dee is something was returned with some kind of damage.
From the discussions that have happened over the last 2 days, I’m sure something similar must have happened with my memory of the shipping charges.
And no, the team never told me about any shipping charges directly and I made an assumption between what I’d read and the fact that I hadn’t been told what the shipping charges would be (because, I take it, there are none).
It’s been a difficult time to be a federal employee (I work in the Air Force) and I was starting to panic a little when I got the notice about the Batch getting ready - and going to cancel the order (since the furlough doesn’t have an end in sight) to discover that I’d missed the window by minutes (the ‘Ready to ship’ email came in and I saw the charge hit my credit card).
The computer came in today. As much as I don’t want to, I have to return it. It’s still in the box, haven’t even opened it.
If you could direct me to wherever it is I need to go for the return process, it would be appreciated.
I apologize for the confusion I’ve caused and the tone in my original request.
@David_Long No worries. I see that the RMA team is currently conversing with you regarding the return so I’ll leave it there to prevent any further confusion. I do hope your days and weeks to come become better and brighter!