Online purchase & no delivery - advice needed

qwertyzxcvb

Hello,

At the beginning of March we ordered some furnitures from an online shop (they also have branches all over the UK). These were 3 units - TV unit, coffee table and chest of drawers. They charged my credit card immediately for the amount of ~£900 and sent us a confirmation the delivery would take up to 2 months as these furnitures are imported from India. Towards the end of April they contacted us and advised two of three ordered items are in stock and can be shipped to us but we need to wait for the coffee table another month or so. We chose to wait for all three items being in stock and delivered at the same time just in case there are any problems.

We got a call from the shop again last week saying there is a problem with the the coffee table supplier and it will take another 8-12 weeks to deliver. It's worth to mention these furnitures are quite specific and it'd be very hard to match a coffee table from another shop or supplier. They offered us a replacement for the missing coffee table but it's a different size and we do not like it.

At this point we decided to give up and asked for a refund. They said it was not possible since part of the order has been fulfilled - again, two items have not been delivered as we want everything to be delivered at the same time and do not want to end up with a set without a coffee table.

My question is whether they can do that? Do we have any right to ask for refund in these circumstances? What is the institution that can help? Would our credit card company help with it (we have already paid they balance on this order).

Any advice would be much appreciated as we need to get it resolved asap... It's a pretty much rip off as there is no guarantee when (if at all) all items will be eventually delivered...

Regards.
S.

williham

distance selling regulations...
"In the case of goods, the cooling-off period normally ends seven working days after the day the goods are received."

As you haven't received them I'd say you can cancel.

qwertyzxcvb

Thank you for your suggestion.

I have talked to consumer direct (http://www.consumerdirect.gov.uk/) and they advised that under distant selling regulations goods must be delivered within 30 days of ordering otherwise you are entitled to no-questions-asked refund (which must be made within 30 days as well). They advised I should put in writing that they either deliver all three items within 14 (or whatever I wish) days and if they don't manage to do it - refund within further 30 days. End of story.

The advisor also suggested credit card company may be helpful in resolving this matter - Consumer Credit Act, Section 75.

Going to call them tomorrow

S.

Darksun

The only issue you might have is if the goods were made to order - I don't think the DSRs apply in that case.

However you might still have grounds to claim the money back, since they've not conformed to the original contract.