I ordered a camera on 6Nov12. Supposed to be delivered on 14Nov. Contacting WAEPlus was extremely dificult. They rarely answered the phone - mostly I just got a message telling me to use the "fast response" link on their website. When I did occasionally get through I had to hang on, once for 1hr and 57 minutes before getting to the head of the queue. I used the "fast response" process three times. Each time I got an immediate automated acknowledgement, but I never received a reply, so "no response" would be a better description.
Eventually, they accepted that I had not had the delivery. On 30 Nov I used "fast response" to formally cancel the order and ask for a refund. By this time I had managed to get email contact with one of their staff (she emailed me after a phone call on 27Nov to tell me the missing delivery was "being investigated"). On 5 December she emailed me to say "we have now cancelled your order . . . provide you with a full refund". As the legal requirement is only that a refund should be made within 30 days of cancellation, I didn't expect any money before the end of December. On 31 December I logged on to their website and got a message saying "orders prior to 21st Nov ... due to a technical issue ... we are unable to refund these from our systems ... contact your bank and dispute the transaction".
I paid with a Barclaycard, so now I'm using their "dispute a transaction" process to try and get a refund,, but that's another story.
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