WiAutomation Reviews 985

Reply from WiAutomation

Jun 19, 2025

Dear Alex,
We truly regret to hear about your disappointment.

However, we would like to clarify our position, as we respectfully disagree with your statement.

As clearly communicated and stated on our website, items marked as “In Stock” require collection and transfer to our central hub before they can be shipped via express courier. For this reason, the standard lead time is between 1 and 10 business days, depending on logistics timing.

" The approximate delivery time for goods in "In Stock" status is usually 1 to 10 business days."

Your order was promptly processed upon receipt of payment. The units were immediately reserved for you and dispatched toward our logistics hub.
Based on this and in accordance with our Terms and Conditions—which were accepted at the time of your order—we were unable to approve your cancellation request, as the logistics process was already underway.

For future reference, we would like to remind you that it’s always possible to check lead times in advance by requesting a quote through the “Quick Quote” section on our website or by emailing us at quote@wiautomation.com.

We understand this situation may not be ideal from your perspective, and we truly regret any frustration caused. However, as a professional company, we must adhere to our policy once an order has been confirmed.

Please rest assured that we remain at your complete disposal for any further clarification or support you may need.

Kind regards,

Reply from WiAutomation

May 22, 2025

Dear Tim,
We are truly sorry to hear about your disappointment and appreciate the opportunity to clarify a few important points.

As an Italian company operating with multiple warehouses across different locations, our logistics process requires that products be collected and delivered to our main Italian facility before being shipped to the customer. For this reason, as stated on our website, the standard lead time for items in stock may vary from 1 to 10 business days.

In your case, the order was promptly processed upon receipt of payment. The material was immediately reserved for you and already in transit to our logistics hub. While we make every effort to respect our standard lead times, occasional delays during transit can unfortunately occur and are beyond our direct control.

Although the order was already in process and, in line with our company policy, could no longer be canceled at that stage, we offered a discount, which we regret was declined. In an additional effort to support you, we also proposed a cancellation option subject to a penalty fee, as outlined in our standard procedures.

We sincerely understand that this may not be the outcome you were hoping for, but we are required to follow our established policy in such circumstances.

That said, we will personally reach out to you to try and find a mutually satisfactory solution, while still respecting our practices.

Thank you for your understanding and continued trust.

Warm regards,
Anna

Reply from WiAutomation

Updated May 9, 2025

Dear A&M Stone Ltd.,
After further investigation, we were able to identify your order and would like to clarify the situation to ensure full transparency.

Initially, you requested to cancel the order after it had already been processed and scheduled for shipment. Despite this, and in the interest of customer satisfaction, we showed flexibility by offering the possibility of a partial refund and invited you to provide details of the correct item you wished to order for further evaluation.

Subsequently, you claimed the transaction was unauthorized, even though all billing and contact details matched those provided during the order, and you had previously acknowledged placing it.

We wish to emphasize that WiAutomation is a well-established and professional company, with many years of experience in the industrial automation field. We stand by the integrity of our operations and the satisfaction of our global customer base.

We strongly refute any defamatory claims that appear to be based on dissatisfaction with the terms and conditions clearly presented and agreed upon at the time of purchase. These terms form the basis of a valid and binding sales contract.

A member of our customer service team will be in touch shortly to assist you further and help find a resolution.

Best regards,
Maria

Reply from WiAutomation

May 2, 2025

Dear Customer,
We’re truly sorry to hear that your experience did not meet your expectations.

We would like to clarify that our standard shipping time for in-stock items is between 1 to 10 working days.

This information, along with our order cancellation policy, is clearly outlined in our Shipping and Delivery section and Terms and Conditions, which are accepted at checkout.

In your case, the order was already being processed and scheduled for shipment within this timeframe, which is why cancellation was no longer feasible.

Nonetheless, to offer flexibility, we proposed a partial refund in line with our policies, which state that cancellations are evaluated on a case-by-case basis once order preparation begins.

"3 - AVAILABILITY AND CANCELLATION OF THE ORDER
In cases where the conditions for cancellation referred to in the previous points do not apply, a cancellation may still be requested by the customer, subject to confirmation by Parcop S.r.l., with the following deductions: (i) administrative management fee, (ii) cost of purchasing back-order components, (iii) transport costs, (iv) customs charges, (v) collection and currency exchange fees already borne by Parcop S.r.l. in relation to the canceled order, and possibly an additional penalty equal to 40% of the product's value, plus further reductions if the goods are returned in a condition different from that in which they were sold..."


https://us.wiautomation.com/termini-e-condizioni-di-uso

Our customer service team worked to clarify these steps, and your final decision was to proceed with the shipment.

We remain committed to improving our service and dispatch times, at the same time, we encourage reviewing our terms prior to placing an order, as they are presented and agreed upon during checkout.

We appreciate your understanding and are always available to discuss any further concerns directly.

Kind regards,
Maria – Customer Support
WiAutomation

Reply from WiAutomation

Apr 7, 2025

Dear James,
We are sorry to hear about your disappointment. Please allow us, however, to clarify a few key points regarding your case.

As clearly outlined in our Terms and Conditions, which all customers are required to read and sign prior to confirming any order, returns are not accepted from companies or individual firms. This policy is in place to ensure full transparency and avoid any misunderstanding, and we must respectfully adhere to it.

Furthermore, please note that items marked as "in stock" may require 1 to 10 business days for handling and internal transfer between our various warehouses. In your specific case, the order was processed and shipped without delay within the stated timeframe of 4 working days.

We understand that you may have expected a different process, but based on the above, we must confirm that a return cannot be accepted in this case.

Should you require further information or support, our team will be more than happy to assist you.
A member of our customer service department will reach out to you shortly.

Best regards,
Martina

Reply from WiAutomation

Updated Apr 1, 2025

Dear Customer,

We sincerely regret to learn of your dissatisfaction regarding our customer service/policy.
Our customers are at the heart of our business, but it is important to clarify that, like any company, we have terms and conditions that must be read and accepted before proceeding with a purchase.
We regret that these do not meet your expectations, but they are necessary for commercial purposes.

Referring to "members" is not accurate, as we do not have a preferential line for members and non-members; the only distinction is between B2C and B2B, as in your case.

It is important to clarify that the processing times for our orders are variable, as stated in the terms and conditions of sale. We have multiple warehouses and source supplies based on various parameters, which results in varying processing times.

We are committed to improving our service and hope to count you among our satisfied customers soon, offering a service that aligns with your expectations.

Best regards
Paola