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JooJoo refund issues creating some bad juju

Nilay Patel
03.16.10
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Given the legally-disputed origins of the JooJoo and the current shipping delays, you'd think Fusion Garage would scrupulously maintain a squeaky-clean image with its customers as it leads up to launch, but it looks like it wasn't quite prepared to handle refunds in a sensible way -- we just confirmed that the company asked a customer for his bank account information in order to deposit a refund directly after running into some troubles with PayPal. Here's the relevant exchange:

"Support Joojoo" wrote:

Dear Rony,

We have checked this at our end and there seems to be a problem with
refunding via paypal.

To avoid any further wait time, could you send us your bank name, bank
account name, bank account number, sort or swift code and your bank address.

We will have a direct transfer done to your bank account. If you could
provide us the details today, we will ensure that the refund hits your bank
account by friday of this week.

Please advise . Sorry for the inconvenience caused.
Fusion Garage tells us that this customer actually changed his mind about getting a refund several times, and that they've only had three customers with refund issues, all of which were related to problems with PayPal issuing credit long after pre-orders were placed. While it's uncommon here in the States (and obviously this buyer wasn't keen on it), bank to bank transfers are the norm in Europe and widely used for the wiring of cash across international lines. Clearly after the issues with PayPal, however, the idea of handing over bank details doesn't seem appealing in this case. We'll see how everyone feels when that promised March 25 ship date rolls around, and we'll let you know what happens with Rony and his refund when we find out more. Maybe next time just mail a check, guys.

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