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Ordered chair - item not turned up, what to do next?

aquariangrrl
Posts: 74 Forumite
I ordered an office chair from an online office furniture retailer on Sunday 19th April. I paid with a Visa credit card. I immediately got confirmation from Worldpay that my payment had been received but no 'confirmation of order' email from the retailer themselves. I emailed the retailer using their online form but after 48 hours and no reply, I decided to call them. I managed to get through and they manually emailed me a 'proforma invoice' after explaining I had nothing from them.
I still have had no reply to the email I sent them via their system on which they say they will reply within 24 to 48 hours. I phoned again on Thursday to find out where my chair was, to be told that the item has been dispatched and would definitely arrive Friday or Monday at the lastest so stayed in all day both days.
I just called again as the item hasn't arrived and after waiting on the phone for 20 minutes I was told that in fact the item should arrive 5-10 working days after dispatch and the person I spoke to on Thursday was wrong. I cannot afford to stay at home for the next 4 days in the hope that the item turns up. I have had no replies to any further emails I have sent and I really want to cancel the order but do not want to ring them again as do not trust their manual system as the customer service people sound like they are about 12 and do not understand what they are doing and do not want to waste money on their expensive 0870 number. Because they never sent a confirmation email, I do not have an account number, all I have is the order number on the proforma invoice I had to chase them to send. Can anyone give me some advice about getting my money back/cancelling the order?
(Just to add - on the website it says that chairs are normally delivered in 24 hours but obviously this is not the case).
Thanks.
I still have had no reply to the email I sent them via their system on which they say they will reply within 24 to 48 hours. I phoned again on Thursday to find out where my chair was, to be told that the item has been dispatched and would definitely arrive Friday or Monday at the lastest so stayed in all day both days.
I just called again as the item hasn't arrived and after waiting on the phone for 20 minutes I was told that in fact the item should arrive 5-10 working days after dispatch and the person I spoke to on Thursday was wrong. I cannot afford to stay at home for the next 4 days in the hope that the item turns up. I have had no replies to any further emails I have sent and I really want to cancel the order but do not want to ring them again as do not trust their manual system as the customer service people sound like they are about 12 and do not understand what they are doing and do not want to waste money on their expensive 0870 number. Because they never sent a confirmation email, I do not have an account number, all I have is the order number on the proforma invoice I had to chase them to send. Can anyone give me some advice about getting my money back/cancelling the order?
(Just to add - on the website it says that chairs are normally delivered in 24 hours but obviously this is not the case).
Thanks.
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Comments
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bumping this0
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I believe you have a 7 day cooling off period on all items you buy of the internet.
What is the companies policy on returns?
I know Viking direct allow free returns.0 -
aquariangrrl wrote: »I ordered an office chair from an online office furniture retailer on Sunday 19th April. I paid with a Visa credit card. I immediately got confirmation from Worldpay that my payment had been received but no 'confirmation of order' email from the retailer themselves. I emailed the retailer using their online form but after 48 hours and no reply, I decided to call them. I managed to get through and they manually emailed me a 'proforma invoice' after explaining I had nothing from them.
I still have had no reply to the email I sent them via their system on which they say they will reply within 24 to 48 hours. I phoned again on Thursday to find out where my chair was, to be told that the item has been dispatched and would definitely arrive Friday or Monday at the lastest so stayed in all day both days.
I just called again as the item hasn't arrived and after waiting on the phone for 20 minutes I was told that in fact the item should arrive 5-10 working days after dispatch and the person I spoke to on Thursday was wrong. I cannot afford to stay at home for the next 4 days in the hope that the item turns up. I have had no replies to any further emails I have sent and I really want to cancel the order but do not want to ring them again as do not trust their manual system as the customer service people sound like they are about 12 and do not understand what they are doing and do not want to waste money on their expensive 0870 number. Because they never sent a confirmation email, I do not have an account number, all I have is the order number on the proforma invoice I had to chase them to send. Can anyone give me some advice about getting my money back/cancelling the order?
(Just to add - on the website it says that chairs are normally delivered in 24 hours but obviously this is not the case).
Thanks.
Under DSR you can cancel before delivery see HERE page 22; -
"Can a consumer cancel an order before they receive the goods or where goods are lost in transit? "
3.35 Yes. Where the DSRs give consumers rights to cancel, this right is
unconditional. If consumers cancel before they have received the
goods you must refund the total price of the goods, including any
delivery charges. Consumers who have cancelled under the DSRs
may refuse to accept delivery of the goods. Refusal in such a
situation cannot be treated as a breach of contract.
Same link, page 25; -
Refunds (Regulation 14)
When do I have to refund a consumer’s money if they cancel
an order?
3.46 As soon as possible after the consumer cancels, and in any case
within 30 days at the latest. You must refund the consumer’s money
even if you have not yet collected the goods or had them returned to
you by the consumer. You cannot insist on the goods being received
by you before you make a refund. See also paragraph 3.64.
You can cancel using e-mail, see HERE page 5; -
"You must tell the trader in writing (by fax, letter or email) if you want to cancel"Don`t steal - the Government doesn`t like the competition0
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