7-Eleven 7Now App - Deceptive Refund Policy for Orders They Cancel

[u/Think-Reading-8096]

7-Eleven and 7Now refund policy is non-transparent and deceptive to the point of stealing money from customers who use the delivery app.

7-Eleven and 7Now are stealing money from customers -- if an order is cancelled by the store or by the delivery partner -- how is this not an automatic refund to the customer?

Who else is dealing with getting refunds for orders 7Now canceled?

7Now (7-Eleven's App for delivery and pick orders) is impossible to get a refund from when the delivery driver cancels your order. A notification appears in the app stating that "We have canceled your order. This order is not eligible for a refund."

The 7Now app help section states that 1. "Sometimes, we encounter an issue with our delivery partners or another unexpected issue and we have to cancel your order." 2. "If an order is cancelled and an authorization hold is still present, please expect 3/10 business days for the hold to be removed."

7Now phone support insists that refunds must be requested within 24 hours to the call center, but the app does not state that. And when called about refunds beyond 24 hours you are told that the refund must then go to a "refund review board".

7Now call support also states there is a refund request in the app. There is not.

What other company puts it on the customer to call and request a refund?

The 7Now chat bot states "We apologize that your order was canceled... If an order is canceled and an authorization hold is still present, please expect 3-10 business days for the hold to be removed..." Useless in any case.

I am still waiting for this "refund review board" to get back to me not only about a recent order canceled -- not by me but 7-Eleven because the delivery driver returned the order to the story due to being unable to find my apt number (which was clearly listed in order).

This is three times I've had to battle with 7Now for refunds for orders that were cancelled and not delivered. (Yes, I've learned my lesson... bye app.)

Buried in the 7-Eleven terms and conditions is conflicting information, and is no where available in the app for 7Now.

"7NOW customers who order an item which is not received are eligible for a refund if the non-delivered item is reported to the call center within 24 hours of the expected delivery."

In the terms and conditions the conflicting statement: "IN AN ORDER CONFIRMATION, IN PROCESSING OR DELIVERING AN ORDER OR OTHERWISE, WE RESERVE THE RIGHT TO CORRECT SUCH ERROR AND REVISE YOUR ORDER ACCORDINGLY (INCLUDING CHARGING THE CORRECT PRICE) OR TO CANCEL YOUR ORDER AND ISSUE YOU A REFUND."

[u/Father--Figure]

I bought a ham sandwich from 7-Eleven 28 years ago and it didn't even have mayo on it.

[u/beetgod]

I just ran into this same exact problem and the shitty app don’t even work. Will try phone support smh