Hi Avi,
Thanks for taking the time to leave a review.
I've gone through the conversation you referenced to better understand what happened.
I'm sorry this experience left you disappointed. We always aim to make the ordering process as clear as possible, but in this case it appears there was a misunderstanding regarding the keyboard configuration.
Our configurator selects the option including keycaps by default, with ANSI they are preassembled as there is only 1 option, with ISO a language must be selected to include a full keycap set for that language, these language sets are full sets as they need to be compatible with any of our models, 60, 80 and 100% we offer. Selecting **'No keycaps - I have my own special keycaps'** is an option that has to be chosen manually. Once selected, both the product configuration and the images shown during checkout update to reflect a keyboard without keycaps, only exception being the 'pre-build example' to pick between a pre-build keyboard or a module. Looking at how rarely this occurs, we believe the configurator is generally communicating this clearly, although we understand that doesn't make your experience any less frustrating.
Once we understood what had happened, we offered to sell the keycap set at the same discounted price it would have had as part of the original keyboard configuration. Unfortunately, as this would now be a separate shipment, we weren't able to waive the additional shipping costs.
We appreciate you taking the time to share your feedback, and we'll continue looking for ways to make the configuration process as clear as possible while balancing the flexibility it offers.
Thanks again for you support and patience, and even though the solution we were able to offer might not have been al you hoped for, we still hope your son has been enjoying his Wooting since the keycaps arrived.
Sincerely,
Nicky
Wooting Customer Support
