Go to a physical store and talk to the customer service department and explain the situation. I have never had a situation with Media Markt that could not be reolved and it sounds to me like you could have resolved your own situation quicker by using a little more initiative.
I have used Media Markt for years and the prices can still very competitive. I trust them far more than Inter Discount.
^This. I am amazed at how many people come on here to complain and claim they've tried everything to get in contact without luck. 99.9% of them have not bothered to write a registered letter.
I guess letter-writing in general is so out of fashion we never even think of it as an option any more.
It is slow. Compared to a 1-2 click "cancel order" button.
It takes physical movement, a lot of effort in general compared to moving the mouse, typing a few keys, or calling a phone number.
And then on top of it, it costs (minimum of 5.30). Swiss Post is not really user friendly anymore, so you have to find out where and when you can even send that letter.
And then, but that might just be me, bothering a CEO with "I did not receive the order" sounds a bit like overkill to me so I'd be too shy to do it.
Maybe it's just something I ordered for 20.- and then all the above reasons weigh in significantly.
Following your advise I did go to a physical store tonight (the one in Sihlcity, Zurich). I was told at the customer service department the online order cancellation is handled at the cashier. The lady was very friendly. She looked up the order number, and said that to cancel it I need to call that toll hotline number. After I complained that I cannot ever reach through, she said that they would have to do the same on their end (calling that same number). She promised the colleague of her would call tomorrow for me and give me the update.
To summarise: it is incredibly difficult to cancel the order they advertised to fulfil in 7 business day and fail to do so in... 1 month and 1 week without a single update to me explaining the delay.
I personally came here not to complain, but rather to ask an advise as to what can be done in a given situation. It seems like a registered letter is the way to go. Though I will try to dispute the transaction with the credit card instead. Otherwise, I will miss the deadline while waiting for their reply.
Nothing wrong with doing both - dispute with credit card and write a letter. Who knows, maybe you'll even score a voucher for a future purchase as a token apology.
I'm with OP here. It shouldn't be that difficult to get through to some representative to get the issue clarified/order canceled, and they shouldn't have to bear the additional cost and effort of registered mail.
Alas, you get what you pay for. Cheap price thus cheap (as in, poor) service.
Update: As promised and to my surprise I did receive a call this evening from the Media Markt brick and mortar store. They told me they called 3 times to the online store hotline to no avail, wrote them an email too. He said he will inform the CEO that it is impossible to cancel online orders. I guess Media Markt physical business operates much better than the online one. Also, it is very strange that the physical store has no channel of communicating with the online store.
UPDATE: Yesterday finally I received an email from MediaMarkt that the order is cancelled. The money has not been refunded yet, but I think it's a matter of days now. It was not easy to cancel that order:
- writing them multiple messages
- hours spent on the toll hotline
- a trip to the brick-and-mortar store
- a transaction dispute with a credit card (which I now have to close)
People shop online to save time. I guess, not always
Thanks a lot to everybody who offered their advice here!
I had similar experience with Amazon, while functioning everything is perfect, once I received wrong item ended up in writing 10 emails and paying for sending back item, after that one I'm buying there just when necessary. Yes, idea is to save time but seems idea is also to save money on customer support.