Hi everyone, coming here to share my refund nightmare too. I submitted an order for a Librem 14 in April 2021 with the expectation it’d ship in June 2021 (at least according to their website at the time, which was a bold-faced lie). I made it explicit if I didn’t have shipping details by November I’d cancel my order. I followed through and all the sudden when I requested my refund the first week of November, my shipment would magically be ready in a week! What a joke, stringing the customer along only to dangle a possibility in my face when I had been pushed over the edge.
After back-and-forth with support, they informed me they’d refund me in May 2022. Over a full year since I gave them over two thousand dollars for a laptop I never received. Reached out to support this past Monday and still no word on my refund.
I’ll note I bought a System76 laptop on November 3, 2021. Literally within 10 minutes of submitting my order, one of their support reps (a real person, not automated!) called me to inform me my order was processed and if I had any questions. Two days later the Lemur Pro was on my doorstep in Boston, shipping from Denver. I highly recommend System76 if you’re looking for a Linux laptop, as their support and efficiency is like night-and-day compared to Purism.
I’m interested in joining any legal effort to hold Purism accountable.