Hey there Jessica,
I'm writing from Buytopia! My name is Dev and I head day-to-day operations of the company.
Thank you for making a purchase on our website! It means a lot to us. We put in a lot of work to get companies like Staples to offer such great savings, and every new member on our website gives us the drive required to get the next big deal.
Our work doesn't end at getting these deals. We invest an immense amount of time and energy into managing our customer relationships, most our growth has been due to this fact. Our customers suggest restaurants and spas for us to contact, they provide daily feedback on our attempts to master the French language in our Montreal newsletter, and even share their knowledge of different technology solutions to help us offer a better user experience.
I have confirmed with our card processor that a refund was issued to your account and am told the credit should already be visible on your statement. I understand your frustration with the time taken, and as a result want to share the process we had to follow to issue this refund:
After your request was received support staff removed the voucher from your account pending a check with the merchant regarding the status of the voucher (used/unused). With smaller businesses like salons and spas, we can call the owners and ask them to look at a list to check the status of a voucher, but with a larger company like Staples, with thousands of vouchers sold and hundreds of stores, this process is a bit more complicated. It is extremely difficult to get live data from each store on voucher use, especially considering the amount of transactions each terminal handles and the number of different promotions run by a company that size.
I can understand the annoyance of waiting considering you had only recently purchased the deal, but we have to do this check each time to make sure the merchant has enough time to invalidate your voucher from their system before we refund the amount.
I noticed your concern regarding the refund period passing as a result of this wait. I assure you that should never be a concern. Your first date of contact with Buytopia is always
the basis for any refund request. Sometimes it takes us a little bit longer to figure out the status of your voucher, but our delay is never going to invalidate your request.
Once again, we appreciate the feedback regarding our business. One of the lessons we have taken away is the necessity to be more clear in our communication with customers.
Please do continue being a vocal member of the Buytopia community, we depend on you to help take our business in the right direction.