No sure if this is right section, please move if it isn't. I recently had my first experience of OWC (www.macsales.com) and have to sat I am FAR from impressed. I have read a whole bunch of unhappy people from this forum but thought I would give them a go. I live in the UK and ordered en Envoy Pro and a USB 3.0 Hub. When ordering it came up with First Class international post which I selected and it advised me it could take 'up to 2 weeks' ... fair enough it was the cheapest option so I went for that. I made my order on the 15th May 2013, and I still have not received it. Anyway I contacted them via the live chat today and I thought I should include the chat here: -- OWC Kat: [11:08:03 AM] Hello XXXXXX, thanks for contacting OWC Sales & Customer Service. This is OWC Kat. How may I assist you? ME: [11:08:03 AM] Hi, I still have not received this order. I ordered nearly 3 weeks ago. I have contacted you and you have said to wait until the 16th June. I have been thinking about this and feel this is pretty unfair. When I ordered the item it said up to 2 weeks for delivery. I have waited nearly 3 and to be honest and fed up of waiting now. I would like a full refund. If it does ever turn up I will refuse delivery. Please can you arrange this. OWC Kat: [11:08:35 AM] Thank you for contacting OWC. Please hold for just a moment while I look into this order for you. ME: [11:08:41 AM] thank you. OWC Kat: [11:14:10 AM] Unfortunately, the Postal Service shipping methods can take a longer due to customs. You are more than welcome to refuse the package, I can set up the RMA for refund right now for you. You will be billed for return shipping. ME: [11:14:46 AM] what? i don;t get it [11:15:34 AM] i want a refund because the item has not turned up in the time frame you gave me when i ordered, what good will setting up an RMA do I don't have anything to return OWC Kat: [11:16:15 AM] The RMA will allow you to get your refund once the package is returned to us. ME: [11:16:29 AM] i haven't got the package!!!! [11:16:43 AM] this is my point OWC Kat: [11:16:51 AM] Correct, once you refuse the package, it will be returned to us, and then we can process the refund for you. ME: [11:18:04 AM] you not seeing what I am saying the problem is I have waited nearly 3 weeks for this item and it isn't here, im not prepared to wait any longer as I was advised up to 2 weeks when I placed the order. So refund me now and IF it turns up i'll refuse it. [11:18:12 AM] Im not waiting any longer, if you won't refund me I will contact my bank, and ask for a chargeback, so either do this for me or pass me to your manager, OR repeat what you have already said and I will contact my bank. OWC Kat: [11:21:16 AM] Unfortunately, we cannot refund you until we receive a product back. We will definitely refund you the money once that product is received. The method of shipping you chose does state on our check out page that it can take longer to receive a package than FedEx or UPS. You will not be charged any restocking fees once the product is returned, however we cannot refund you unless we receive the product here at OWC. ME: [11:22:42 AM] what the hell are you on about? you obviously are not listening to what I am saying. Ok. I will contact my bank. I will also be making a post about this on MacRumours.com with a copy of this chat. Thanks for not helping me at all. I will NOT be using OWC again. [11:23:48 AM] nothing else to say? [11:24:08 AM] ok goodbye thanks for the 'service'. --- ..and after waiting that the last I heard and was disconnected. I know one guy from OWC hangs around so perhaps he will reply, maybe not. Thanks. [Update] - Changed title.