Dixons failing to cancel order : what should I expect/do?

mosso2000

Hi, I placed an order at dixons for a 46" tv on 27/12 but realised I ordered a wrong model. Here is the mail I sent to them to summarize the situation:

"Dear customer service,

I am writing you because of an issue with an order I placed last Sunday evening.

- I placed an order on sunday 27/12 evening, number DXXXXXXXX, but realised too late that I ordered the wrong model. I immediately sent an email to the customer service to ask for a cancellation, BEFORE ANY CONFIRMATION.

- I called the customer service on monday 28/12 9am to request by phone the cancellation. The woman I got said the service to do that is closed but she will notify them.

- In the day I got a mail response to the cancellation request mail saying that my order would be cancelled (1.48pm).

- However, at 6.40pm same day, I received an order confirmation email (!), and at 9.36pm, the electronic receipt!

So in summary nothing has been done to cancel this order, which is supposed to be delivered for the 05.01, and my card will probably be charged, whereas I clearly asked on time, by both mail AND phone, to cancel it, before any confirmation stage.

So please deal with this case urgently and efficiently, by cancelling and noticing me about the cancellation. If there are any delays necessary for the cancellation/refund, please notify them too. Given that this order is a large TV, you charge 19.99 for a return and therefore that is why this order must not be despatched."

What should I do? Should I contact my credit card company (barclaycard) to inform them of the situation? What if they say "it is too late to cancel now" or something like this and charge me for the return of the good despite they are responsible for not reacting on time?

Thanks a lot for your advices. :huh:

Pollycat

I'm assuming you ordered on-line.

When (date/time) did you send the email to Dixons?

As well as the electronic receipt, did you also have an email headed 'order confirmation'?
This is the one that confirms they've taken the money from your credit card and confirms delivery date.

I would be inclined to ring Customer Services on the number in your electronic receipt to discuss whether the cancellation has been done - depending on when you sent your email.

Have you read through their T&Cs to see where you stand legally?

whatmichaelsays

Unfortunately, things move slowly in big businesses. It's very rare for customer emails to be turned around in 24 hours, let alone just over 4 hours. In "urgent" cases, the phone is always the better option.

You will be entitled to a return under the Distance Selling Act anyway which, if I recall correctly, includes a return of delivery fees.

mosso2000

I phoned them 1st thing in the morning and it didnt do anything.
Tried to phone again today but was on waiting, and given I am calling from abroad with my mobile I try to call as few as possible.
I saved all emails with dates to prove that they offered cancellation before confirmation of the order.
Ok I'll be patient, anyway things are done now and if they are so bad to react I will simply never trust them again.

Pollycat

I may be accused of being an optimist but if you've sent the email cancelling the order AND you've rung them (I don't suppose you got the name of the woman you spoke to, did you?) but I think things may be OK.
At least you have the email from them confirming cancellation and the copy of the email you sent to them querying whether the order has really been cancelled.

Actually - is it a cancellation or have you ordered the correct TV from them too?

If so, I'd be inclined to advise them of that fact, they'll probably not have matched up the order/cancellation/new order but if things get a bit 'iffy', they may decide that a bit of admin work is worth it to keep your custom.