I requesteWacom failed to cancel my order, made the return process nearly impossible, and has now stopped responding to my emails.d the cancellation of order…
I requested the cancellation of order US11639127 less than 24 hours after placing it. Wacom later acknowledged in writing that I had asked to cancel the order, but that their representative was unable to process the cancellation in their system, so the product was shipped anyway.
Wacom then suggested that the recipient could simply refuse the delivery. This was never a realistic option. The package was being delivered to a friend in the United States who was on vacation. It was completely unreasonable to expect him to stay home during his vacation, waiting indefinitely for a package just so he could refuse it at the door.
After the package was delivered, I continued trying to cooperate with Wacom. They provided a prepaid U.S. return label, and I eventually brought the unopened product to Brazil because I did not want to keep asking my friend to handle Wacom’s mistake for me.
In Brazil, the postal service refused to accept the international shipment without the required Brazilian tax documentation. I explained this to Wacom and asked them to arrange a courier pickup or provide another viable solution.
Instead, Wacom told me that the product could only be returned from within the United States and that they could not arrange pickup in Brazil, transportation to the U.S., or the necessary customs documentation.
If Wacom had clearly told me this from the beginning, I would obviously have left the product in the United States. Instead, I followed their instructions, received a return label, exchanged numerous emails, carried the product back to Brazil, went to the post office, and spent weeks trying to solve a problem that began because Wacom failed to cancel my order when I first requested it.
And now, after all of this, Wacom has simply stopped responding to my emails.
I find this absolutely outrageous. A company makes the initial mistake, places the entire burden of fixing it on the customer, rejects every practical solution presented to them, and then simply stops communicating.
I have an unopened product that I have been trying to return from the beginning. I am not refusing to return it Wacom is refusing to provide a workable way for me to do so.
At this point, I am asking Wacom to take responsibility for its own failure, resume communication immediately, arrange a viable way to collect the unopened product from Brazil, and issue my refund.
The level of disregard shown throughout this process is honestly difficult to believe.