S H.

My experience with SHOP.CA.

Ordered an item on Nov 29th, thinking way ahead for a Christmas gift, I used my PayPal account to pay for the item. Was charged for the item almost immediately. Item was listed a leaving Warehouse in 3 days. After ordering, the Order was listed as Supplier Processing.

After 2 ½ weeks with the order still listed as Supplier Processing, I thought I would ask whats going on. So I used their Web Online Customer support submission form. Waited 4 days, and no response.

So I decided to now phone thinking this would be best way, you get to actually speak to someone and can results. Spoke to someone named Albert, he said thats not right, I will contact the supplier and find out whats happening. I asked, when should I get an answer, he said late today or early tomorrow. I waited till early afternoon and no response, so I phoned again, waited 20 minutes when the messages said, sorry we missed your call please leave a message and someone will call you back.
I couldnt even stay on the line anymore, so I left a message. Waited a few hours, no call back, phoned again, and while on the phone this was the email I wrote:

Hi,
I have been trying to get information on an Order I placed on Nov 29th. I have contacted you once via your website, with no response. I then contacted you via phone, waited on hold for over 45 mins, finally talked to Albert who said he would look into it, and get back to me as late as this morning. Tried to phone you again today waited on hold for 20 minutes and then was transferred to a option to only leave a message, I could no longer stay on the line. I left a message, and still no return call. I am currently on hold with you right now.
This is a Christmas gift and its still at Supplier processing, but on your site it states leaves warehouse in 3 days!.
My order number is: xxxxxxx
Am I going to get this before Christmas! I've paid for the product already.
Thanks Steve

Someone finally did answer the phone, I explained how I have been trying to get an answer to my question, am I going to see this item before Christmas. Its now Dec. 17th. They indicated they see the same as I see online, the order is still saying Supplier Processing, I said cant you do anything? They indicated they cant do anything and the best thing to do is email *******@shop.ca. I said I did, and Im still waiting. She said she would also put in a request to find out more information.

The next day I get this as the response to my email:

Hello xxxxxxxx,
Thank you for reaching out.
Sorry to hear you would like to cancel your order with us.
As this order is now in our merchant partner's hands, and processing, I'll have to reach out to them to make this request. When successful, you'll receive an cancellation email! In the event that your order has shipped, please reach back out when it arrives to initiate a Free Return.
Best Regards,
James | partner, customer loyalty representative

My email in response:

Seriously! WHERE IN MY EMAIL did I say I wanted to cancel the ORDER!

I want the Product, BUT I WANT it by CHRISTMAS!.

If I don't hear back from you regarding if this product will be shipped and at my house by Christmas, I will be contacting PayPal to resolve a distribute with you. I will then also be contacting Head Office and filing a complaint with SHOP.CA. I expect an answer to my question by today at 3pm PST.

The next email I received about 2 hours later was one from PayPal indicated SHOP.CA has done a full refund.

I am done with this company. I have now been left with just a few days now to find a new gift.
Please lookup the reviews of this company. Im not the first to report issues like this.