Freezer ordered online

piglet2463

Hello everyone;
Getting myself in a tizzy and wondered if someone can offer advice? I ordered a chest freezer on the 7th Dec (buy now pay in 12mths) and its still sitting 'Awaiting approval'. It will take 5-7 days to arrive and I wanted it at least a week before Xmas. At this rate, its not going to arrive. I have tried to call the support desk - no music just everyone is busy message. I have emailed them asking how long it will take to approve. This morning I emailed them asking them to cancel the order after no luck again on the phone. Their returns policy is:

"If you wish to cancel your order you may do so at any time from the day you placed the order, up to 7 working days starting the day after you received the goods. Refunds are made within 30 days of cancellation. Where the goods are not faulty or wrongly delivered by us or the manufacturer the goods must be returned at your cost. If they are not returned we can arrange to collect the goods and deduct the direct cost from the refund. A returns address will be issued with your Returns Reference number".

I am worried that if I order from elsewhere it will still arrive. Any thoughts would be so greatly appreciated!

Minerva69

Who have you ordered the freezer from, you didn't mention?

The only thing I could suggest is try emailing again or ringing at a different time (what are their opening hours?). If you have a postal address for them you could put your cancellation in writing, keep a copy of it and send it first class recorded delivery. Although it does sound like if they don't receive your cancellation and the goods still arrive, you will have to pay to send them back

piglet2463

Thanks Minerva69 for your reply. I was ordering from Tribal UK. I have to sign a credit agreement, which I have received by email this morning that I have to sign and send back, before the order can proceed My question is, can they hold me to anything at this point if I choose not to proceed?

Minerva69

I would suggest you get advice from your local CAB or Consumer Direct (http://www.consumerdirect.gov.uk/ - telephone 08454 04 05 06) just to check your legal position. I have a relative who volunteers for the CAB and this is what he advises, he said Consumer Direct are very good and if you have to write to Tribal they will advise you what to put in the letter. He also said print out and keep a copy of any emails you have sent to them and make a note of when you have tried to phone them.

From my personal point of view it doesn't seem as though your freezer will even be ordered by Tribal if you don't send back the credit agreement, so I wouldn't sign it just yet. Got this from their T&C's: As all of our orders come direct from the manufacturer and orders have to be placed with them, your order will only be placed once we have received payment (usually 24 hours for credit/debit cards) or signed Buy Now Pay Later documentation.

These are the contact details I got from Tribal's website - is this the phone number you've been using? Have you got access to a fax machine?!!

Address:
Tribal UK Ltd
Unit C,
Barnard Road,
Bowthorpe,
Norwich, NR5 9JB

Tel: 01603 251108
Fax: 07092 026535

I hope you get this sorted out, let us know how you get on.

piglet2463

Thanks again Minerva69! I followed your advice and called the consumer people. They said I had the right to cancel and just to send a letter to the company recorded delivery (which I am just about to do). I also contacted the finance company and they said as I had not signed anything there was no agreement. I am free to get my freezer from somewhere else now Yippee!

The only down side is my pocket will be a lot lighter as I am just going to pay in full now so it will be spam and chips for now. Thanks again and Have a lovely Christmas.