Refunds

Just wondering how many people on here have gotten their refunds and if there is a reference to when ordered and when the refund arrives. Said 5 to 10 business days in the email. Just curious. Thanks.

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Comments

No, I haven't seen it yet but I am sure it will be any day now.

I'm still waiting. Not a problem. I have no doubt that it's just around the corner.

Adam_Gierke_192515

Still waiting, only notified for one of my two so far, ordered minutes apart.

Bill_Martin_17506

Iʻm waiting till Monday. The 10 days are up. Seems overlong in this day and age of digital money transfers. Usually 3-5 days. Havenʻt seen 5-10 day delays since the very early 2000ʻs. Strange.

Matthew_Snyder_68770

I haven't gotten the deposit yet, but I have a new address associated with the card I used. So I think my refund has to processed individually.

Charlene_104428

a friend ordered it for me early this year..any news on what is happening. He was never given any advise on what is going on with the order. He lives in San Francisco

10 business days would be Tuesday since Labor Day was a holiday. As previously stated, I'm sure it will come.

Cashed mine in for a second joule. :-)

Me too!!

Dan_Ahern_30344

Hi Adam, I double checked in our system and we definitely refunded both of your orders. I'm not sure why you would have only received one notification however.

Dan_Ahern_30344

Hi John,

I've double checked your account (and everyone who has posted here, except Charlene whose purchase was a gift and I’ll reach out privately to her) and we have definitely issued your refund. At this point we're just waiting on Stripe (our payment processor) and your banks to handle the processing. Stripe has already transferred the money out of our bank account (such a huge negative number)

.

https://support.stripe.com/questions/how-long-do-refunds-take-to-reach-my-customer

Something to note though:

Note that refunds may appear in the form of a reversal. In the case of a reversal, the original payment will drop off of your customer's bank statement, and a separate credit is not issued.

So in some instances this won't be a separate credit line item to your account. Instead it will be a lowering of the price originally paid when you purchased.

We did stage the refunds over the course of a couple of days so there is some range on when you are going to receive them. If you haven't received them by the end of next week you can reach out to info@chefsteps.com and we'll start hassling Stripe.

We really appreciate your patience and for buying Joule. We are super excited to get it in your hands and our early adopters hold a special place in our heart (I’m frequently an early adopter of new products too).

Dan_Ahern_30344

Hi Frank,

I know you aren't worried but I've checked on your account and confirmed we have definitely issued a refund on your order. Thanks for being such a great supporter.

Dan_Ahern_30344

Hi Charlene, I'm going to reach out to you via email to double check on your order since it is a little different. Look for my email in the next 20 minutes.

Dan_Ahern_30344

Hi Matthew,

I've double checked your order as well and confirmed that we have issued the refund for your order. The new address should be handled on the bank's end correctly. Please let us know if you don't see either a reversal on the charge or a credit in the next week.

Dan_Ahern_30344

Hi Bill

I double confirmed that we issued your refund. At this point it's all waiting on the banks and they have a really slow process for refunds (but a really fast process for pulling money out of your account).

https://support.stripe.com/questions/how-long-do-refunds-take-to-reach-my-customer

Also be aware that apparently they can take the form of reversals which may not appear as a separate credit on your line item.

Dan_Ahern_30344

Hi byrdie,

I know you're not worried about it but I double checked to make sure we issued you a refund. We did! Now we're just playing the waiting game with our payment processor, Stripe, and your bank for them to process it.

Thanks for being an early supporter of Joule!

Dan_Ahern_30344

Hi John,

I've looked at your account and confirmed that we issued the refund. It should indeed be any day now. Thank you for being a ChefSteps supporter.

Eric_Thompson_277187

Dan, could you check my account for the refund? We haven't seen it as of 9/10/16.

I want to thank you Dan for answering everyone on this thread personally, and the whole ChefSteps team for answering the questions we've had and being transparent over the course of Joule's inception. The refund is not as important as getting the Joule but I figured some people would want to know. You can't please everyone but for me, customer service is what keeps me investing time and energy into a brand and you've nailed that. Thanks again.

Thank you for letting me know, I am very impressed that you responded to me personally.

Thanks for the info, Dan! Your response is exactly why I am not worried!! I know that the CS team is on top of the refunds!!

Dan_Ahern_30344

Definitely my pleasure. I really enjoy getting a chance to interact and help people on a personal level every once in a while. I know many of the people at ChefSteps value the importance of good customer service and we always want to try to do right by the people who put their trust in us. We also appreciate you being part of the community and are definitely excited to get people Joule and giving them more resources to enjoy cooking.

Dan_Ahern_30344

Hi Eric, double checked your order and the refund has been submitted and we are just waiting on the bank to either credit your account or reverse a portion of the transfer.

Dan_Ahern_30344

You are most certainly welcome. We always strive to go above and beyond for everyone who puts their trust in ChefSteps.

Dan_Ahern_30344

You are welcome. We are definitely trying to stay on top of it. If you don't see anything from your bank by the end of the week please do let us know so we can start digging even deeper.

Seen nothing yet and the bank did a card change to the chip-enable ones after my pre-order. Yes, they are so much slower on refunds then purchases ....

Dan_Ahern_30344

Double checked on your account and the refund has been issued. The one nice thing is that they do a pretty good job of updating things so that even if the bank changes out your card, when a refund comes in they do a pretty good job figuring out a way to get you your money.

But as far as processing a refund, I think it is slower than it should be, considering they can pull money out of your account in 30 seconds and have it posted the next day, yet for refunds the refund is issued instantly but then takes 5-10 (in my life before ChefSteps, I have heard of some cases of it taking as much as a month to post).

@Dan- Since you are checking individually.....I no longer have the credit card on which my purchase was originally made. From the FAQ's I saw that after attempting to refund the card, you will then send a check. How long should I expect that this will take? I obviously haven't received anything yet. Thank so much- and looking forward to actually getting the Joule!!

Bill_Martin_17506

But, they should still show up as an increase in my balance. I do ONLY online banking. I came to this town 8 years ago and still have one book of checks still in the original box from then. I see my statement against my physical ledger every day, at least once. So, regardless how they refund or back it in, it will show in the balance.

Dan_Ahern_30344

@Lshopper Do you still have a credit/debit card with the bank? If so they usually try to just send it to that account. If not, the attempt to refund and then send a check is up to an individual bank on how fast they process those requests.

I double checked and it looks like we issued the refund. If you don't see it by the end of next week calling your bank and explaining the situation will probably get your the answer the fastest. However, we might be able to contact Stripe and find out the status too.

Dan_Ahern_30344

You are totally right and it should show up as an increase in your balance. You're a heck of a lot more organized than me, I would be looking for a credit as a line item and would never see a reversal unless I specifically knew to look for it.

@dan- I'll check and follow up if needed. I'm actually not sure which credit card I put it on- so I need to double check. But thank you so much for all of the individual information here!

@dan- the check isn't there yet. But they will issue me a check once they get it (supposedly). So thank you. Now, I just need the Joule

I don't see the credit applied yet. I'll give it another week or so for the bank to catch up

Richard_Rupp_336589

Dan,

I also am supposed to get 2 refunds...was only notified of one (the smaller refund)...and have received none. Can you please check on mine also?

Dan_Ahern_30344

Hi Richard, took a look and we did indeed post 2 refunds for your separate orders. I don't know why you didn't receive the email for the second one (I'm wondering if our email provider might have rejected the second one).

Anybody receive their refund yet? I'm still waiting on mine... and my preorder as well

Louie_Lin_344628

Hi Dan, can you confirm if my refund was issued. Thanks!

On August 26 I received the following message:

"Here Comes your Refund!"

"You should see those funds back in your account in 5 to 10 business days. Huzzah!"

It's September 13. I checked my account this morning and nothing. I looked over the comments in this thread and it appears that nobody has actually seen a refund. Or a Joule. ChefSteps is now collecting $199 for additional pre-orders that will not be shipped until 2017. I wonder.

Hey I am still waiting for my joule as well but my refund already posted. Thanks chefsteps for the refund but some type of information on the actual product would be great as well. Keep up the good work!

I haven't received notification that my Joule has shipped, or a refund yet. I am hopeful that it will post soon. @Dan Ahern, could you please confirm my refund was sent? Thanks!

I received my notification on August 29, but have not seen a refund yet (today would be the 10th business day from receipt of my email). [UPDATE 9.15] -- Received my refund! Thanks @ChefSteps! Now eagerly awaiting for my shipping notification ;-) ...

Dan_Ahern_30344

Willis I can confirm your refund has been processed and we're just waiting for the bank to release the funds to your account.

Dan_Ahern_30344

Hi Louie, I can confirm your refund was issued.

Dan_Ahern_30344

Hi Steve,

I see your refund has been submitted. I'll contact stripe to check on the status of your refund.

https://support.stripe.com/questions/how-long-do-refunds-take-to-reach-my-customer

I will let you know what I hear back. I know the funds have already been removed from our account so they are somewhere in the transmit process.

Dan_Ahern_30344

Hey Lyndsey, I confirmed that the refund has been issued on our side. I'll contact stripe and see if I can find out more information.

Can I just sat that everyone should take a deep breath and relax. There's no way CS is scamming anyone out of their credit. I have absolutely no reason to believe that you won't get your credit. Remember that you purchased the much desired and awaited Joule at whatever price you originally paid so any rebate is a nice surprise and certainly not expected. Good things come to those that wait!!

Dan_Ahern_30344

Hi Dan

I looked at your account and can see we issued the refund, I think we're just waiting on bank to credit your account. I've reached out to Stripe to check on the status of all the refunds.

I'm having the same issue... Got the email about the refund on the 29th but nothing yet on my account.

Dan_Ahern_30344

Eric I took a look and your credit has been issued, we're just waiting on the banks to work everything out. I've reached out to stripe and when I hear back (hopefully just confirming that it is taking longer than expected) I'll let you know.

Warren_Yee_291931

I got mine today!

Thanks for the update, Dan!

Mine was posted this morning. Actually faster then I was anticipating given the bank's history. Now, the wait for delivery begins!!!

Thanks!

Mitch_Smith_278053

Just checked my account, and I too have a new credit from ChefSteps. Be patient folks, it'll pay off. Here's proof:

Thank you for checking, it is much appreciated!

brian_martin2001

Got mine today! They're coming!

Received the refund today! Thank you.

Looks like they are trickling in.

@dan- it's credited to my account. Than you so much for all of the information!

ChefSteps_customer_197080

Yay! I got my credit yesterday!

For anyone wondering if they will get it back if their credit card number changed- I can attest that I still received mine even though my card number changed!

Put a check mark next to my name because I too have received my refund. Whoo hoo!!

Next stop....Joule.....double whoo hooo whoo hoooooooo......

Refund arrived on September 15. Thanks.

Dat_Phan_279256

Strangely I still haven't received my 2 refunds yet. I didn't think it would take more than a week after other people started receiving theirs.

@Dan_Ahern_30344 - can you check the status of my refund? Thanks.

@Dan_Ahern_30344 i have not recieved my refund yet can i possibly get an update when you have a chance thanks

Dan_Ahern_30344

Checking this out, just waiting to hear back now.

Dan_Ahern_30344

Checking this out, just waiting to hear back now.

Dan_Ahern_30344

Checking this out, just waiting to hear back now.

any word on the refund status?

@Dan_Ahern_30344 - What's the deal here? Refunds were promised a long time ago. I feel like I'm being strung along cause this should be simple.

Dan_Ahern_30344

Hi Jared, can you reach out to info@chefsteps.com. We've received word back from stripe and we can give you some transfer number information that you can use to talk to your bank so that they can checked on the status.

Dan_Ahern_30344

Hi Bobak, I apologize for the feeling of being strung along, can you reach out to info@chefsteps.com. We've received word back from stripe and we can give you some transfer number information that you can use to talk to your bank so that they can checked on the status.

Dan_Ahern_30344

Hi Dat Phan, can you reach out to info@chefsteps.com. We've received word back from stripe and we can give you some transfer number information that you can use to talk to your bank so that they can checked on the status.

Dat_Phan_279256

Oh thanks. I should have updated that I received my refunds and it's not an issue anymore. Problem was that I was looking for a $100 bump in a single day, but it was two $50 bumps on separate days so I didn't catch them when they arrived.

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