Penta Group

The worst trade experiece in Australia – Misinformed constantly, daily, weekly: promised exact delivery date every week, but it was not happenning. Simple delivery takes over 2 months and only after you have requested money back. By that time of delivery, price drops 5% - lots of money lost if you buy an expensive laptop. Refused to pay money back. Fax line is busy 24/7 - non-existent,… Read more

fake. Zero respect for customers.

Misinform you constantly, delivery takes over 2 months then price droped 5%

Liars and Thieves – I made the mistake of buying a laptop from these people from their online store back in 2013. I wish that I had read the appalling reviews before I bought my laptop from them. I could have saved myself a lot of stress and anger (and $1000). They took my money and they NEVER delivered my computer. Their customer service - if you could call it… Read more

that - is absolutely appalling - I even had a salesperson tell me that he would not help me as he wasn't the one who had processed my order! That really annoyed me as he looked up my details but he wouldn't tell me why it was taking so long to deliver a laptop. This person even hung up on me!

I emailed them and called them and I always received the same response - the person who could help me was not there, but would call me back (which they never did) or that my order was being processed. Apparently it was being processed for nearly a month.

I am eternally grateful that I used my credit card to pay for the laptop, as my BANK, and NOT Penta gave me back $1000 credit after I wrote them a long detailed letter explaining what had happened. My story has a happy ending (I suppose). My dealings with Penta have taught me, that I should ALWAYS go to the company that makes the product. In my case it was Dell, I bought my laptop from them AND they delivered it exactly when they said they would.

I don't know if Penta is still in operation - but if they are - this is what I learned from my personal experience: DON'T purchase anything from them. They WILL take your money. They will NOT deliver your product. Buy want you need/want from someplace else.

Penta Group Sydney – A very unsatisfactory experience(march to may 2013), continuous lies when phone calls finally answered. Calls not returned. Goods advertised on the net obviously not in stock. Had the NSW office of fair trade take the matter up for me and as a result the matter was finally resolved by having them refund the money into my account. Would not deal… Read more

with them ever again.

took over two months to get a refund for item they claimed to have in store but could not supply

Bought a canon scanner.... Great Price and quick purchase – Hi all, I bought a canon 110 LIDE scanner in May 2012 through Penta Group for $105. I had first gone to Office works to buy the scanner and asked whether Office Works can price match MSY's price of $110. Then Office Works refused to price match or beat it by 5% because they said MSY don't have stock. Then I got really frustrated because I could… Read more

order from MSY and get it for $110. Office Works price match promo is all rubbish honestly... they could have had my money right there and then, instead I went online and found Penta Group who had it for even less at $105, so I ordered from them over the phone. They said it would take 3 days and I said I would pick it up at the Elizabeth St store.

Three days later, I received a call to say my scanner was ready to pick up, so the next afternoon I went to the Elizabeth Store and picked it up. The man was nice and my scanner was right there on the shop floor with the invoice attached. He was polite and I was happy with my purchase. The scanner works fantastic and I couldn't be happier. Stuff Office Works and their bogus beat it by 5% promo.

Thanks for reading. By the way, I dont work for Penta... just my honest experience with them. Fast efficient service and fantastic price

I got lucky? – Ordered a HP laptop from them - $1700. They were the best price and it wasn't available from another supplier I have used. I didn't know anything about them - maybe I wouldn't have ordered if I had checked? Anyway, I rang them to check availability, they said it was available, I placed the order over the phone and paid a deposit, they said it… Read more

would be available for pickup within two days. I was in Sydney two days later, they texted that it was available, and I picked it up.

No dramas whatsoever! Good price, delivered on time.

Wow!, I actually had joy! – Now, before everyone accuses me of being a Penta employee, I'd like to tell my story. One of my customers needed an HP Probook 4740s, which is a business grade laptop that you don't normally see in the shops, so googled around and Penta came up as the cheapest. Thought "no worries", placed the order and paid by bank deposit. In my silly haste I… Read more ·  2

didn't check this company's reputation- until I read these reviews and the ones on Whirlpool. Yikes, I gotta say I panicked a bit but I did notice after carefully reading thru all these reviews that there is one bright star and his name is Roshan who has a direct Sydney number 02 9212 0005. He is easy to get hold of.

Anyway, ordered and paid for lappy on Wed 9th Jan.

Called Roshan first thing on Thurs 10th Jan to cancel/refund as I was nervous as hell and just wanted out. He promises to deliver on Monday. mmm, ok, go ahead. Money shows clear/paid in their website.

Friday 11th, right on 5pm, I get Roshan's email with Toll's tracking number for delivery Monday!. So far so good.

Monday 14th, today, a brand new, sealed, Aussie stock (Synnex distributer) Probook 4740s rocks up in Toll's van. Warranty checks out and the machine is as expected.

All up, 3 working days from go to whoa, plus a slightly nervous weekend!.

I'm not saying Penta are perfect- obviously there's big communication dramas but what you all need to do is deal with Roshan and him only!. If anyone else answers, ask for him or call back later. Simple!.

Hope this helps!. 3 working days from order to Toll's delivery. Laptop as described

Penta Group Thieves – Penta Group are a pack of wolves and that's being nice about it. I paid &120.00 to them for a printer before last Christmas and am still waiting for the printer or a refund. Unfortunately I paid with a bank deposit, big mistake, have no chance of getting my money back, this mob just lie & cheat when you phone, email them.

Non delivery of purchase & non return of monies paid – I ordered & paid for a camera bag in June, 2013 - to date I am still waiting. I have spoken to them more times than I care to remember & I have emailed them on numerous occasions. I was told would be in a week etc etc .. unitl I finally exploded on the phone with several colourful adjectives that they then told me as they could not provide the… Read more

product they will refund my money (this was January, 2014). Surprise, surprise I have not received my refund either, however I do continue to email about once a week requesting the return of my money. This company is an absolute joke & should not be allowed to continue to trade in whatever it is they purport to sell - I have high doubts that they indeed have any products at all to sell and that their only intent is to rip us off.

Disgusting service. Takes payment but does not provide product you paid nor refunds your monies.

Noels – I ordered 3 tablets from them on the 29th December 2013, paying next day freight and still today (28th Feb 2014) have not received my goods. I have been ringing 2 times a week to be told the same old story, "Madam your goods have been dispatched and I assure you will receive them this week." Well 8 weeks have passed and guess what, I rang today to… Read more

be told the same old story. I told him he was nothing but a lier and untrustworthy to that he replied" I can cancel your order and refund the money next week." Bet I cop the same old story. They need to be run out of business even though I have grave doubts that I will never see my money again. I intend to put them into the NSW Fair Trading.

Shut down – I think the place has been shut down,cant access their website anymore,i feel sorry for the customers waiting for products or refunds i too bave been conned by them last year when i ordered a laptop and never delivered ,i had to go to their store and argue with them to get my refund

Ripped Off by Penta – I ordered ipads from Penta Group in Nov 13. I called to make sure they had the stock I was after before ordering. As soon as I paid they called to say they did not have the stock & they could supply something else. Was promised a refund in Nov 13. February 14 and still have no refund. have lodged a complaint with NCAT tribunal & am waiting for a… Read more

hearing but fear the company has done a runner. not answering phones or faxes or emails!!!

They don't supply and they take your money

Never Deal With This Company – After ordering a colour laser printer on November 2013 at a good price I thought I was getting a deal. The amount of time I have wasted ringing these people has put paid to that. After being told that they have shipped my printer and waited a week I rang back and was told that the transport company had dropped it and would have to send another one… Read more

when they get the claim. That's when the trouble started I cancelled the order and was told my refund would be within two days, three weeks later still no money and not getting anywhere with call Centre just been told that your refund is on its way. I don't believe they have stock to send and are just using money to pay bills. The only highlight was I paid by credit card and I would recommend that for any transaction never direct deposit or your money is gone. Eight weeks later my credit card company has refunded my money and I can put this sorry saga behind me. As a warning never I repeat never deal with this company

You will do your money

Purchased in a Laptop in December 17th – Purchased in a Laptop in December 17th 2013, promised it would be delivered before Christmas. Nothing happened. Lodged a Credit Card dispute with my bank to get the money back from the Merchant and also a Fair Trading complaint as a FYI on January 15th 2014, got a refund on Feb 12th 2014. This company is in massive debt, do not buy from… Read more

them.

All there Credit Cards are maxed out and have fake residential details so the banks can't chase them.

Their shop is never open so you can't physically abuse them.

If you know where they live, spread the word.

Will never delivery goods. Utilities your funds only to repay debt. Don't expect anything from them.

Do not use Penta Group – Found a good price on a HDD and ordered online Credit card payment only, so they called next business day to take details... I already had a receipt in my account with delivery cost breakdown but they try to tell my the shipping has an additional cost associated ... I refuse any additional payment and they eventually agree. After 1 week I… Read more

called to check on order status (as it just states "processing for ship" in my account - no e-mail)

I'm guaranteed it will arrive before the end of the 2nd week...

It did not and I called again, to be told it will definitely arrive in 5 more days...

It did not ... called again to cancel order and told I will be refunded in 3 days.

Am not holding breath

(Their customer service could definitely do with some people skills, to say the least)

Have never written a review before but felt strongly enough about it to warn other people away from these cowboys

Edit:

It's now 3 months later and after promising a refund "within 3 days" weeks ago, I have decided to lodge a dispute with the Credit card company and let them sort it out.

Can not express my absolute amazement that these ripoff merchants are still allowed to operate

Very Bad Company - Never Deal With Them – I had ordered a Samsung multifunction printer with Penta Group and made the payment immediately. However, the printer never gets delivered over 2.5 months. I kept on tracing it up with the company. It seems there is only one man working in the company. He kept on telling me that he would send it out tomorrow. This lie last for over a month. So… Read more

far, nothing happened. I called and email them to cancel my order as I could not wait for too long to get this printer for my business. Accounts person seems the "accounts person" until 3pm. And after 3pm nobody would pick up the phone at all. This is my story.

Adding insult to injury having to give one star – Unfortunately I became part of their [censored word removed] in purchasing a $2,000.00 server that I needed quickly and turns out I will likely never see it from these monkeys. The only form of communication i have received is an email confirming my order and informing me of their bank details. To add insult to wounds out of frustration of not… Read more

being able to get hold of anyone in any form of contact, I went back onto their website and placed a $5,500.00 order for some AIO computers and selected to use the credit card payment option of which they say that they will be in touch with you for payment; sure enough 25mins later my phone rings and its these [censored word removed] asking for my credit card details after kindly asking for an explanation as to how they are able to call me for a payment yet will not answer any requests the guy on the phone couldn’t get off fast enough saying someone from sales will be in touch (lies). Then to top it off another real smart [censored word removed] calls me back demanding credit card payments and when I mentioned I would like my Server I ordered or money back he laughed.

What i can't understand is, how are these thugs allowed to keep trading and why is this website is allowed to stay active!?

Stole my credit card details – They took my credit card details to issue a refund that was 3 months late, only after I got them in trouble with the ACCC. only problem is they used those details to rack up a $2,000 bill on my card. the bank called me and identified suspicious activity, my money was refunded but that suspicious activity happened immediately after I gave penta my… Read more

card's details.

this is after they laugh at my frustration (i heard them on the phone) in dealing with them.

i get immense satisfaction telling everyone I know in sydney and elsewhere to avoid them. I learned my lesson that even thieves have legitimate looking websites

Liars, Thieves, Frauds and Con-artists – 3 months and counting waiting on a refund that is "always coming this week " ! And that was after waiting a month for a product that was " guaranteed in stock", but they couldn't even source - despite it being advertised as " in stock " on their website ! Nothing Penta say or do is reliable - from the PayPal logo that is fraudulently on their… Read more

site - once enticed and working through the order / payment process, you then find out that PayPal isn't an option, but by then in many instances I imagine, people go on with other payment options for the sake of completing the transaction - to the many lies and excuses various staff convey over the phone - that is if they don't hang up on you !

I encourage everyone on this forum to contact Fair Trading and the police, the media, and even some of the businesses they fraudulently advertise on their website as partners - hopefully PayPal get wind of this and bring some real corporate pressure to bear, and Penta will get shut down.

Liars and frauds

Buyer beware - Do not buy from Penta – Not a trust-worthy retailer at all.Do not buy from these people. Here is my story: 1. On 21 january 2014, i was introduced to the ‘wacom cintiq 24” hd pen and touch ipd, dth-2400/k0-c’ product at ‘computers now’ located in south melbourne. 2. After later reading articles about this product on the internet, i became interested to… Read more

purchase it.

3. On 22 january 2014 i made contact with various suppliers in melbourne looking to buy the product. On each occasion i was told that they did not have the unit in stock. Despite, this after making some enquiries i discovered that the second lowest price quoted for this product was $4195.

4. In this process i called wacom australia directly to see if they had any in stock, as their website described it as being out of stock.

5. When i phoned in i spoke with the general manager of sales.

6. The manager said “ as far as i know, everyone is out of stock.” i ended this call, and went back to searching the internet using the google search engine to find a possible supplier.

7. I subsequently made contact with some suppliers in sydney. These people also told me that they were out of stock.

8. After a while i came across a link of the supplier of the product through a company called ‘the penta group’.

9. I proceeded to click on the link through google. The link described the product as selling for the price of $4098. After clicking on the link, it brought up an image of the product. It described the price as $4098 and ‘medium’ stock level.

10. I then made a telephone call to penta, and spoke with a man Penta 1,. We proceeded to have the following conversation. I said to him “i am looking at your website and you advertise a wacom cintq 24” touch, can you please confirm this?”

he said “yes sir, we have one left in stock right here." i said “are you really sure you have one? I’ve just been on the phone for the last three hours to locate this particular product. No one has it in stock.” he then replied “yes i do. If you order it and pay for it now, i will most probably be able to get in on the taxi truck this afternoon before 3’o clock.” i said “are you sure? Because if you don’t have it i’ll wait until you have stock and i’ll re-order it then”. they said “no i have one.”

11. I then looked at the clock and noticed it was 2.50pm.

12. I wanted to do a bit more due diligence before placing the order, so i phoned the general manager of sales at wacom australia. I wanted to find out if this supplier was legitimate.

13. I proceeded to ask the manager at wacom about penta. We had a conversation to the following effect. I asked “do you know who the ‘penta group are?” the manager said “i do know about them, but we don’t supply to them directly. I think x company supplied to this particular company.”

14. I then phoned Penta 1, at penta back. We had a conversation to the following effect: i said “i just spoke with the general sales manager at wacom and they told me that they didn’t have any units in stock, and that new stock would be delivered sometime in february. She told me that as far as she was aware, none of her distributors had this particular wacom in stock”. Penta 1, then said “yes we have one left in stock here in the store room. There is one here.”

15. After he confirmed this, i placed the order. Penta 1, subsequently sent me the invoice for payment. This invoice was attached to an email which said "we will send your item once remittance is received".

16. After he sent this to me, i proceeded to make a payment from my credit card directly into the penta bank account.

17. I proceeded to send Penta 1, the remittance advice by email.

18. I then spoke with [personal name removed] to confirm remittance had been sent.

19.

penta 1, then told me that before he would send the item, he would need to wait for the money to clear in the bank, which would take 1-2 days. He then said that the item would be shipped next week.

20. Knowing this was contrary to the representations he gave me over the phone, and that which he later confirmed in his email to me, i proceeded to call him back.

21. When i spoke with Penta 1, i said to him words to the following effect: i said “you told me that you would send it today in the mail, upon receiving the remittance advice. I understand that it is nearly 4 o’clock and won’t be able to send it out today, but you will need to send it out to me tomorrow because this is what you promised. I also want the tracking number.” Penta 1, then said “ yes, we will get onto the truck tomorrow by 3pm, and i’ll send you the tracking number once it’s dispatched.”

22. On 23 january 2014, at around 4pm, i had still not received any tracking

number or any confirmation that my order had been dispatched. I then proceeded to call Penta 1, back.

23. When Penta 1, picked up the phone, we had a conversation to the following

effect:

i said “have you posted the item today?"

they said “yes, it has been given to the courier today."

i then said “can you please give me the tracking number?”

he replied “yes, i am just processing the order now and i will send you the tracking number soon.” on the basis of this i ended the call.

24. By 5pm that afternoon, i had still not received the tracking number.

25. On 24 january 2014, i again attempted to contact them to obtain the tracking number.

26. I phoned penta twice and asked after Penta 1,. I was told that he was on sick leave.

27. So on the first occasion i spoke another man called Penta 2, Penta 2, said to me:

“the product is on the truck but i can’t give you the tracking number because after the courier company pick up the packages, they then provide us with the tracking number”.

28. I then called again, and had a conversation with a man called Penta 3,. This man informed me that that penta were waiting for an email from the courier company with the tracking numbers. I was told the courier company was ‘couriers please’.

29. I spoke with Penta 3, again, and pressed him for the tracking number. He said to me “i told you everything about it this morning”. I then said, “does that mean you have the tracking number?” he then said to me “no.” i then said, “i am not happy about this at all.”

30. After this phone conversation, i proceeded to phone the national australia bank to try to put a stop payment, or a reversal payment on my credit card to stop the payment for the item. The bank informed me that they would stop the payment and that they would send out paperwork for me to cancel the contract.

31. In the meantime, i did some google searching on penta to see if other people had similar experiences. I came across the whirlpool forum and this website. After reading these complaints, i realised that i had been treated the exact same way as some of their other victims. If only i had done this first!!

32. I consequently phoned ‘courier’s please’ to determine whether the advice of the man about the tracking number was correct. The courier company was ‘couriers please’. The customer service representative i spoke with assured me that the customer puts the shipping label onto the parcel. This label has a unique tracking number. The representative said words to the following effect:

“it’s very unlikely that any courier would pick up a parcel from any place without a label on it. When we pick up 60 boxes, those 60 boxes would have a label on each box. On the label is a number. That is the tracking number."

33. At 5.50pm i received an email from penta 2, from penta. This email stated that he was unable to get the tracking number from the courier company.

34. On 25 january i obtained company information of the penta group through asic.

35. I subsequently sent a letter of demand via email addressed to the director m.w.r requesting refund of my money.

Do not buy from these people.

Huge mistake – Purchase date Nov 12th ($1000 +) trying to get money back 21/1. Product is again "in stock". I surmise that the original order request from the supplier was never actually done. Investigation needed on their business practice. Send you complaints to the NSW Fair Trading govt. dept. Add another couple of zero's on their next fine, they have already been prosecuted once before. Poor service - Expose them!

Kicking myself – Ordered from them before Christmas, told it was not in stock so they cancelled the order. Awaiting refund- keep getting told 'next week' like everyone else on here. I made the mistake of not reading up on them before ordering - Kicking myself now! Will be taking action if I do not get refunded next week which sounds likely at this point in time!

Buyer Beware Penta will RIP YOU OFF – Purchased an advertised 'available' data projector in September 2013 and after weeks and then months of continued promises of delivery 'next week' the item never arrived - be aware they will try to string you out for > 90 days to avoid you lodging action with your bank - but I did in time and Westpac returned my money. If you have purchased with… Read more

a credit card contact your bank to help you get your money back. This company needs to be SHUT DOWN ensure you also lodge a complaint with the NSW fair Trading Commission.

Everything, they lie and simply exist to rip you off.

Penta Group? Lol no – They have stolen up to $1000 and made me wait for more then 7 weeks. Please, do not trade with Penta. They don't seem to understand the meaning of work or trade ethics. It's a shame... I was hoping to trade with Penta as they offer great products at great pices.

Worst company I have ever dealt with – Ordered a camera online for my daughter for Christmas in November, paid for order and it didnt arrive. Eventually cancelled order 2 days before Christmas and are still waiting for a refund. !!! Every time I contact them by email or by phone, I get no reply or I cant get through on the phone. Have contacted Fair Trading to get my money back, hopefully they will get somewhere !!!!

Awful service. Held onto my money for weeks without supplying the product – I spent weeks waiting for my items, and was given the run-around every time I contacted customer service. I only got a refund after threatening to file a report with NSW Fair Trading. I would never deal with Penta again, and I hope everyone who considers it reads all these reviews first. misleading,bad service,rude staff

Worst online shopping experience I have ever had – 1. I purchased a laptop from penta.com.au on 4/12/13. The website stated it was in stock and the ETA would be 3-5 business days. 2. I received a call back after placing the order to process the credit card payment and confirmed with the person on the phone that I will receive the item in 3-5 business days. 3. On the 12th of December (the… Read more

sixth business day) I still had not heard anything so attempted to call the company on their advertised number. This number rang out. I then attempted to email the many emails on the website and they bounced back, "Mail quota exceeded” for both sales@ and service@. I then left a message on their "live" chat which was not manned. I received an email back stating that the order was being shipped that week.

4. I kept following this up via email but could not get an ETA just that it has been processed ad was to be shipped each week I followed up. I eventually went into the shop on Elizabeth Street in Sydney (23rd) and demanded a refund.

The sales attendant "Ross" confirmed that stock would not be available from their distributor ‘dicker data’ till 2014. As in it was never in stock. The website does not have accurate stock, nor do they check when they confirm stock over the phone or email. He advised he will process the full refund straight away and it will appear in 24 - 48 hours.

5. Later that night a random amount (less than half) was transferred to my account,

6. The next morning I called back complaining and they advised it was a banking rule and they would transfer the rest that day (24th). It never appeared and they have been closed since. I have called the line but only received very rude staff members stating that it will get processed next year and unwilling to provide any assistance.

I have lodged this to the ACCC and will be heading back to their shop as soon as they re-open...

Terrible service, lies, stock not up to date, rude.

Never use Penta Group – Ordered MYOB 30+ weeks ago, they never had it in stock. Made promises all the time to deliver and I've been chasing ever since for a refund. They are rude on the phone, wont put you through to relevant contacts. Dont get back to you. Put you on hold for ever then hang up.

Never deal with Penta Group or any of its affiliated companies!!! – Before ordering, they said they had stock available but they didn't. I even got it in writing. They processed payment, never supplied then came up with all sort of reasons to delay a refund such as technical difficulties.... The business should be shut down immediately. The staff are unprofessional and the level of communication is terrible.

Do not use penta group – Wanted to order a couple of Toshiba computers. They kept calling telling me they would send straight away. I ordered the gear, they took payment and then never heard anything. Despite multiple calls and emails, nothing was ever sent or done. Have now raised a complaint with NSW Fair trading High pressure sales, no communication and they have never sent the goods!!!!

Do not give these guys your money – These guys took our money and never delivered. Week after week they said that our printer had been dispatched and would arrive in a few days. Never did. Still chasing a refund. They were rude and outright lied about delivery. I doubt they ever had the stock they said they did. Don't go near them - go to a reputable retailer and pay for service and certainty.

Penta is the pits – I ordered a monitor screen from Penta and paid that day. After a series of promises the screen did not arrive so I cancelled the order. Penta acknowledged the cancellation and promised a refund. Despite numerous phone calls and emails it never arrived. Finally I filed an action before the CTTT. Two days before the hearing, Penta paid. This all… Read more

took 5 months , costing me money, time and frustration. Learn from my experience and the many others on this site. Go somewhere else!

Appalling service, misleading, worst "supplier" I've ever encountered

Lying about delivery – Co-Shoppers: Stop whinging, Take action! Here is my story. I have ordered a Mac from Penta and after weeks of following it up was still told: "we will deliver next week". I finally had enough and requested refund plus $ 50 to cover for my time spend to follow up all these times. Money was refunded in two lots ("due to banking limitations"). I… Read more

have since lodged a complain with Fair Trading. I think there is not much point in enagaging with this company on why they don't deliver, my experience is that the answers are not truthfull. The company got fined $ 3000 odd last Oct 2013. Let's all find out if the next time around the courts will be as linient.

Consistantly untruthfull

Penta Group - Shonky, disreputible – I like many others in this forum have been sucked in by these shysters and am now paying the price. Ordered something, paid via EFT and emailed Penta to confirm EFT. Emails bounced so got suspicious and googled the company - wow, it was obvious I'd chosen the wrong company!! I cancelled the order when I finally got onto them and it was agreed I… Read more

would get a refund.

This was early November and have been chasing them since (email/phone) with the same response "your refund will occur this week".

Have just now submitted a complaint with NSW Fair Trading so fingers crossed...

Company blatantly lies to you.

Shocking company (penta group) – Penta group are low life, scum of the earth. they did not supply my order, after many emails, as to where my order was, after many replied emails of total [censored word removed] , I cancelld the order & requested a refund. I lodged a complaint at consumer trader & tennancy tribunal after weeks of more emails wanting to know where is my money.… Read more

The day before the hearing the Mongrells deposited my money into my bank, I had travelled 900 Klms to Sydney for this hearing, to be told I cant do anything because the [censored word removed] repaid the money before the hearing.

Penta Group – Unfortunately the same story as everyone else. "Paypal is unavailable, you have to pay via EFT to ship today." Item was never in stock and after waiting patiently cancelled my order - excuse after excuse why I haven't been refunded my money. It is unacceptable