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Superdrug cancelled my online order sneakily
topsource
Posts: 17 Forumite
I placed an online order from superdrug.com yesterday for 48 units of a product that were on sale for the last day, together with a discount code and I used quidco. So on top of the sale price I got nearly 26% off. My bank did not authorise the payment for the first 2 times and after talking to the bank the issue was resolved. I replaced the order and the payment went through with no problem.
An email from the customer service came through this morning asking me to contact them for security reason otherwise the order will be cancelled. I rang them up and a guy called P*** came on the phone. He said due to the reason that my bank won't authorise the payment the order will be cancelled. I immediately pointed out that cannot be the case as my bank had already confirmed the authorisation. I asked him if for whatever reason the payment did not go through he can take the payment for me now manually. I supposed this is not a problem as this is a simple customer service practice.
To my surprise P*** refused to do so and insisted that the order will be cancelled. I started to question him that, my bank was not an issue then what the problem is. He insisted my bank won't allow the payment and that was it which is clearly a lie. I put him in his place by saying that I can ask my bank to prove it by writing. Then he said in deed they have not taken the money from me anyway. (That means they are not obliged to the distance selling contract?) No matter what they have the right to cancel a customer's order.
Throughout the whole conversation he sounded cheeky and unfriendly. There was no apology given for this cancellation. I was very angry because I cannot even replace the order myself because the offer had finished and they cancelled my order by saying that it was my own fault. I think the real reason is the quantities I placed plus I used a discount code and cash back. They cancelled my order just to rip off my right to get a bargain.
To be honestly if I was told in a nicer matter with some simple reasons ie company policy that no bulk orders allowed or at the time technical fault and now too late to honour the order etc I would have been fine about it. To cancel my order without a convincing reason but with stink attitude? I don’t think so!
He refused my request to talk to another peson claiming that he is the top people there I can talk to. I told him I want to complain and asked him for his name and address to write to. He gave me the Baddington office address which is the office he is working in! He said he is the customer relations manager and he will be dealing with the complaint. What a joke that is?
I am so fuming and really want to complain about him and the company for not honouring my order without a proper reason, as well as this P*** for his dishonesty and unfriendly attitude towards me.
:mad::mad::mad:
I feel stupid if I write a complaint letter and it ends up in his bin under his little computer desk. I am sick of people like him thinks he's better than you and you can do nothing to challenge him.
I have already done a small research and did not find any other places I can hand in the complaint letter. Please guys, any idea what I can do next?
An email from the customer service came through this morning asking me to contact them for security reason otherwise the order will be cancelled. I rang them up and a guy called P*** came on the phone. He said due to the reason that my bank won't authorise the payment the order will be cancelled. I immediately pointed out that cannot be the case as my bank had already confirmed the authorisation. I asked him if for whatever reason the payment did not go through he can take the payment for me now manually. I supposed this is not a problem as this is a simple customer service practice.
To my surprise P*** refused to do so and insisted that the order will be cancelled. I started to question him that, my bank was not an issue then what the problem is. He insisted my bank won't allow the payment and that was it which is clearly a lie. I put him in his place by saying that I can ask my bank to prove it by writing. Then he said in deed they have not taken the money from me anyway. (That means they are not obliged to the distance selling contract?) No matter what they have the right to cancel a customer's order.
Throughout the whole conversation he sounded cheeky and unfriendly. There was no apology given for this cancellation. I was very angry because I cannot even replace the order myself because the offer had finished and they cancelled my order by saying that it was my own fault. I think the real reason is the quantities I placed plus I used a discount code and cash back. They cancelled my order just to rip off my right to get a bargain.
To be honestly if I was told in a nicer matter with some simple reasons ie company policy that no bulk orders allowed or at the time technical fault and now too late to honour the order etc I would have been fine about it. To cancel my order without a convincing reason but with stink attitude? I don’t think so!
He refused my request to talk to another peson claiming that he is the top people there I can talk to. I told him I want to complain and asked him for his name and address to write to. He gave me the Baddington office address which is the office he is working in! He said he is the customer relations manager and he will be dealing with the complaint. What a joke that is?
I am so fuming and really want to complain about him and the company for not honouring my order without a proper reason, as well as this P*** for his dishonesty and unfriendly attitude towards me.
:mad::mad::mad:
I feel stupid if I write a complaint letter and it ends up in his bin under his little computer desk. I am sick of people like him thinks he's better than you and you can do nothing to challenge him.
I have already done a small research and did not find any other places I can hand in the complaint letter. Please guys, any idea what I can do next?
0
Comments
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"I think the real reason is the quantities I placed plus I used a discount code and cash back. They cancelled my order just to rip off my right to get a bargain."
You could well be right on the first point, and thei have the right to do so, any company can refuse an order for whatever reason they want.
The second point, you have no right to a bargain.0 -
Yet another one.0
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rsykes2000 wrote: »"I think the real reason is the quantities I placed plus I used a discount code and cash back. They cancelled my order just to rip off my right to get a bargain."
You could well be right on the first point, and thei have the right to do so, any company can refuse an order for whatever reason they want.
The second point, you have no right to a bargain.
I agree that the company can decide sell or not to and I don't have any problem about it. As I said, if I was told in a good manner with an apology I would have been fine. But the person I spoke to lied about the cancellation with stink attitue as he is above me. That angered me.
Everyone loves a bargain. Here is what the MSE for for many of us. If the disount is not allowed why they bothered to issue?
But I did kind of feel it that I can do nothing when he said they have not charged me for the order. I just can not stand people that lie and still act as if they are the right one. :mad:0 -
I placed an online order from superdrug.com yesterday for 48 units of a product that were on sale for the last day, together with a discount code and I used quidco. So on top of the sale price I got nearly 26% off. My bank did not authorise the payment for the first 2 times and after talking to the bank the issue was resolved. I replaced the order and the payment went through with no problem.
An email from the customer service came through this morning asking me to contact them for security reason otherwise the order will be cancelled. I rang them up and a guy called P*** came on the phone. He said due to the reason that my bank won't authorise the payment the order will be cancelled. I immediately pointed out that cannot be the case as my bank had already confirmed the authorisation. I asked him if for whatever reason the payment did not go through he can take the payment for me now manually. I supposed this is not a problem as this is a simple customer service practice.
To my surprise P*** refused to do so and insisted that the order will be cancelled. I started to question him that, my bank was not an issue then what the problem is. He insisted my bank won't allow the payment and that was it which is clearly a lie. I put him in his place by saying that I can ask my bank to prove it by writing. Then he said in deed they have not taken the money from me anyway. (That means they are not obliged to the distance selling contract?) No matter what they have the right to cancel a customer's order.
Throughout the whole conversation he sounded cheeky and unfriendly. There was no apology given for this cancellation. I was very angry because I cannot even replace the order myself because the offer had finished and they cancelled my order by saying that it was my own fault. I think the real reason is the quantities I placed plus I used a discount code and cash back. They cancelled my order just to rip off my right to get a bargain.
To be honestly if I was told in a nicer matter with some simple reasons ie company policy that no bulk orders allowed or at the time technical fault and now too late to honour the order etc I would have been fine about it. To cancel my order without a convincing reason but with stink attitude? I don’t think so!
He refused my request to talk to another peson claiming that he is the top people there I can talk to. I told him I want to complain and asked him for his name and address to write to. He gave me the Baddington office address which is the office he is working in! He said he is the customer relations manager and he will be dealing with the complaint. What a joke that is?
I am so fuming and really want to complain about him and the company for not honouring my order without a proper reason, as well as this P*** for his dishonesty and unfriendly attitude towards me.
:mad::mad::mad:
I feel stupid if I write a complaint letter and it ends up in his bin under his little computer desk. I am sick of people like him thinks he's better than you and you can do nothing to challenge him.
I have already done a small research and did not find any other places I can hand in the complaint letter. Please guys, any idea what I can do next?
:rotfl::rotfl: serves you right for being GREEDY !!!!!0 -
Third time lucky on WW I hope :j
January: 13st 11lb :eek:, February: 13st 2.5lb, March: 12st 13lb, April: 12st 10.5lb, May: 12st 2lb, June: 12st 1lb, July: 12st 1lb, August: 11st 11lb, September: 11st 10.5lb, October: 11st 12.5lb, Currently 11st 8lb0 -
OP, i would just calm down and move on.
Forget all the unhelpful posts, they are right in that Superdrug dont have to sell you anything, but you really would be wasting your time complaining, it will get you precisely nowhere.
Read through your original post, print it out and burn it.
It will cut uot the middleman and save you postage.
Like i say, just move on.
Anniemake the most of it, we are only here for the weekend.
and we will never, ever return.0 -
:rotfl::rotfl: serves you right for being GREEDY !!!!!
Greedy? We buy things to save money and that is greedy?
Right, that is I am greedy, discount + cash back. Very greedy. lol:rotfl: :rotfl:
Well, indeed I am buying gifts for a big house party. Now either I pay more or just to drop the little gifts.0 -
OP, i would just calm down and move on.
Forget all the unhelpful posts, they are right in that Superdrug dont have to sell you anything, but you really would be wasting your time complaining, it will get you precisely nowhere.
Read through your original post, print it out and burn it.
It will cut uot the middleman and save you postage.
Like i say, just move on.
Annie
Thanks Annie, I do get it.
I feel a bit better now. Shamed that bad customer service still rules.0
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