Tesco refuse point blank to cancel an order even though item is out of stock

questionabout

Example of Poor customer service from Tesco on this.

Sounds like they've grown too big and trying to dip their toes in to everything they can with no proper systems in place. This is what happens when you try take on the mighty Amazon which for me has the best online ordering system in the world. Will think twice about pre-ordering games from Tesco after reading this...

PeteMc

Despite all their faults, Tesco (Entertainment) products are by far the quickest to be delivered to my front door by normal Royal Mail. I ordered a DVD on Monday morning, dispatched by the afternoon and arrived by 11.00am the following day.

Amazon are normally 2-3 days, HMV 5 days and Play a week (the latter two from the Channel Islands of course)

Retrovertigo

I think like all places, there are obviously nightmare stories once in a while. But what makes Tesco worse than any other online retailer I have dealt with, is the inability to cancel an order, especially when there is no indication that the item may well be out of stock, and that they will hold you to that order until they get stock in, no matter how long that might be. Coupled with the fact that unlike some retailers like HMV, they don't offer a free returns service, and I can safely say that no matter what the saving might be (unless it is huge) I will never use them again/

Incidentally, item still shows as awaiting despatch and no confirmation emails off them whatsoever. Sums up my whole experience with them - shoddy.

The_Pedant

I would simply keep evidence of their refusal to cancel the order.
- They have admitted they did not have stock and that the item had not been sent out.
- You had submitted your request to cancel the order. Provided you had done this by email, fax or letter, this is a valid form of cancellation under the DSR.

The company is therefore duty bound to honour than cancellation. As the goods are not bespoke etc and this has clearly been done prior to dispatch, I don't think they would have a leg to stand on (especially if you have any proof of their refusal to cancel. Therefore I would expect them to foot the cost of any return as the contract was cancelled prior to dispatch. Without a contract in place, you are not liable for any costs, as any agreement previously made has been cancelled.

So, if you have given a valid notification of cancellation of the order then I would simply reiterate that the order was cancelled, as per your rights under section 10 of the Consumer Protection (Distance Selling) Regulations 2000; as a result they will be responsible for the costs of any goods sent in error to you.

.... or you could just accept the original order if it's not worth the hassle

vyle

If you get a second copy sent out, can I have it?

I'm assuming it's Red Dead Redemption...

Anythintreet_2

a similar thing happened to me with Call of Duty last year, so i have a solution!

Amazon were taking forever to deliver and I wanted it sooner. Bought a copy in Gamestation and when the Amazon copy turned up I took it straight to gamestation with my reciept and got a full refund. They don't check the product numbers!