Monsoon - Ordered 150 items and they cancelled all of them!!

babybimbles

:mad: I've just come back from a short holiday to find that all the orders I made over the weekend on Monsoon's online sale have been cancelled. We were visiting friends and family and during a huge get together I happily ordered tons of stuff in the sale - these were all well and truly instock and I had to use two different credit cards (all mine) to place the orders.

Im livid now as every item has been cancelled without explanation and I have had no phone call or email to apologize. The worse thing is the money has been taken out of my account and no refund as yet - the emails were received on Monday 18th.

I'm about to call them but Im too upset to talk to them as we spent hours and hours online as the website was so slow. I'm aware that there might be stock that is showing as instock but that has sold out but surely not everything?

Does anyone have any advice before I call them or should I accept my loss - lots of gifts and things for my children?

Thank you sniff sniff :mad:

vicshippers

It will say somewhere in their t&cs that they can cancel any order they want to whenever they want to (and might also write in there that they have upto 30days to refund you) but that's still no excuse.

I would try (although it's going to be SO hard) to stay calm and just let them explain to you why they cancelled. It might be something really basic like you failed their fraud checks - because you used two cards (with my company you can't do that and so the order would just be bounced back and rejected).

Fingers are crossed that they put all your lovely pressies on hold though. Hope it all goes well!

Sarahsaver

That was a rather large order, probably an anti fraud measure.

markelock

but if they've taken the money, it's still wrong.

you need to stay calm and give them a call, or send an e-mail, they'll probably take a couple of days to respond.

Princess_Coupon

Good luck, and let us know what happens

hollydays

OMG-150 IS a lot!! do you mean £150 worth?
I expect they have it on hold till you call them.They may tried to ring you.

savagevixen

Look at it a different way! Be greatful I spent hundreds last year on ladies and girls, it all looked lovely, but washed really badly and lost the lovely colours and faded. I was gutted that my hundreds of pounds looked washed out and misshapen and miserable so quickly.
There is always a silver lining!!!
(Probably not much help-but I avoided their sale this year and did Boden and M&S so that I didn't suffer last years disappointment!)

babybimbles

:rolleyes: Hello folks

Well, I finally listened to my phone messages to find out they had left 6 messages on the 18th to call them. Of course we were away so I had no idea. Further, they had also left an email but we had no internet access. It was an anti-fraud measure and all they wanted to do is to speak to me before processing the orders. I didnt get back to them so they cancelled my orders. Sigh.

Im very disappointed but trying to put things into perspective - it's not a great deal in the grand scheme of things is it and yes I didn't get all the lovely little girls dresses and slippers but hey, my kids wardrobes are already bulging!

Lesson to be learnt - keep on track of your orders and have internet access when you go on holiday!!!

xx

Froggitt

"Offer and Acceptance". Youve made an offer for some clothes, theyve accepted your offer by taking the money, so now they owe you the clothes that youve ordered. If they dont have the sale items left, you can ask them IMHO to fulfill the order using current stock.

Dont they know people go on holiday in August?

Anti-fraud measure? Isnt that why you need to enter the 3-digit code from your card. And if the order is to be delivered to the same address as the card is registered, only a really dim fraudster would do that.

dmg24

Froggitt wrote: »

"Offer and Acceptance". Youve made an offer for some clothes, theyve accepted your offer by taking the money, so now they owe you the clothes that youve ordered. If they dont have the sale items left, you can ask them IMHO to fulfill the order using current stock.

Dont they know people go on holiday in August?

Anti-fraud measure? Isnt that why you need to enter the 3-digit code from your card. And if the order is to be delivered to the same address as the card is registered, only a really dim fraudster would do that.

Wrong. Taking payment does not necessarily constitute acceptance. In online retailing, acceptance usually occurs upon despatch of the goods, although this will vary according to the terms and conditions of sale.

MoneySavingSpender

Legally they have 28days to dispatch items from taken payment, if they fully refund you within 28days they have no obligation to provide anything.