[CANADA] Restocking fee on purchase that wasn't even shipped

Hi,

I ordered some parts off an online store, which I do often enough, however my shipping address differed from my billing so they said the verification process might take longer. I enquired as to how long this would take and long story short, they were very rude and told me they didn't know. This was on the 21st of May, a Thursday. The following day, May 22nd, they asked me my a bunch of questions in order to verify my credit card. I answed all the questions and once again asked to speed up the order. They replied that "You have already been told your order can't be rushed". I found this very rude so I decided to cancel the order, this was on Saturday the 23rd. They replied to this saying that it was understood, again on the 23rd.

On Sunday the 24th we noticed the credit card had been charged, on the 21st, strange as the verification questions were only asked on the 22nd. I tried calling them but of course they were closed, the store wasn't, just the online order department.

On Monday I get in touch with the online order department that tells me that in order to cancel my order I need to use their "Support ticket" system, which I did on the 23rd. I was very confused but my further enquires were once again turned away by rudeness, and told me justto be patient.

Finally, later Monday, I get a response saying my order is cancelled but I will be charged a 15% restocking fee even though my products hadn't even left the store.

They say this is all in their terms and conditions but from what *I* can understand, which isn't much, that this restocking fee only aplies to RMA, or returns. My question is how can I return something I don't have?

Terms and conditions:
https://www.pcczone.com/terms-and-conditions

Thank you!
Michael

Based on what you say here, you could file suit against them (or at least threaten to do so) in small claims court or in regular court; filing in small claims court is easier and requires no attorney...you could try to collect all of the costs and damages that you suffered due to their actions; you may also report them to the Competition Bureau office.

I had the exactly same situation with the exactly same vendor (PCCZONE.COM) on the exact same date - May 25th 2009.
The purchase was done online on May 23rd (Saturday). I wanted to cancel it at the same day but when I called they told me that the customer support for online purchases will be available only on May 25th (Mon).
On May 25th, I got this weird verification email although the charge was already made on May 23rd on my credit card. I replied with a request to cancel the reservation
Anyway, they are willing to refund me only 85% of the charge and charge 15% restocking fee eventhough they haven't shipped anything yet.

Are they legally allowed to do that ?

You could probably sue them in small claims and win on that situation.

They should have done the same-day cancellation.

I'm having exactly the same problem, with exactly the same company (PCCZONE.COM)

Ordered yesterday, get told today it could take up to 10 days for shipping and processing, ask them kindly to cancel the order and they want to take a 15% restocking fee even though the item never even left the store.

Exchange or refund on purchases - Consumer information and complaints - Services Québec - Citizens

Exchange or refund on purchases
Responsibility : Office de la protection du consommateur

Merchants are not legally required to take back or exchange sold goods or to give credit if a consumer regrets the purchase and wants to cancel the sale.


However, if goods are defective from the time of purchase, the merchant must exchange them, repair them or have them repaired at no additional cost to the consumer. Otherwise, the merchant must refund the consumer.

See "Complete information" for the other terms and conditions of exchange or refund.

Exchange or refund on purchases
Responsibility : Office de la protection du consommateur

Merchants are not legally required to take back or exchange sold goods or to give credit if a consumer regrets the purchase and wants to cancel the sale.

However, if goods are defective from the time of purchase, the merchant must exchange them, repair them or have them repaired at no additional cost to the consumer. Otherwise, the merchant must refund the consumer.

See "Complete information" for the other terms and conditions of exchange or refund.

Originally Posted by Ken Merchants are not legally required to take back or exchange sold goods or to give credit if a consumer regrets the purchase and wants to cancel the sale.

Thats it. Its your problem if you arent sure to buy and checked-out. Haha poor you.

I had the same problem recently. They've got enough web savvy to make their prices look good on inventory searches (which they don't stock). They charge you quickly even though they are supposedly doing credit checks -- up to 4 weeks they said when I started complaining about the process and asked them to simply cancel my order cause their prices weren't that much better to warrant their inept (if not verging on fraudulent) process.

So I canceled too and got dinged 15% which was not chump change on my order.

Stay away from PCCZone is all I can say. Get the word out. This company is just a scam.

OMG why would people purchase without reading the terms of sales... anyways most online retailers have those terms reviewed and approved to obtain their online visa MC merchant accounts. Like the guy said previously it's your problem if you don't read prior to checkout i mean if you don't feel comfortable why would you keep clicking that mouse. 15% i think its reasonable until online vendors find better way block such clients am pretty sure they didn't knock on their door to sales them anything.