Order cancellation timescale??

lukerichardson40

Ok guys, got an email reply to my letter -

"Dera sir, thank you for writing to us in relation to the above order. Please be advised that we ask customers to put in writing cancellations and we concur that you had written to us on the 2nd of August requesting to cancel the order. We have no records on the system for any cancellation prior to this date. We had advised you that we had despatched the goods on teh same day you send us teh cancellation note and that you could return the items for a full refund. We understand that you refused to acceptthe delivery and we have charged you the return cost of the goods. This is in line with our terms and conditions. Your statutory rights are not affected. However, out of good faith we are prepared to give you a 50% discount on the return fee of 121.43.. We await your response. Regards QS 4"

What do we think?

mildred1978

:rotfl:

The cancellation terms on their website say that you must ring them, with no mention whatsoever of cancellation having to be in writing.

You might like to point that out to them (and take a screenshot of the terms ASAP ).

lukerichardson40

Good point Mildred! I am emailing them this... What do you think?

"Dear sir,

Can you tell me which part of your terms and conditions state that cancellations must be in writing? I can see term 4.2 under cancellation states -

"4.2) You must notify us of your intention to return the goods by calling our National Customer Support Centre within 7 working days from the day after delivery or collection."

This is the only reference I can see regarding that issue.

Can I also point out the following term -

3.7) We will agree with you a suitable delivery day, which will usually be within 2 - 7 working days for stocked product lines and within 15 working days for special orders. Delivery will usually be made direct to your doorstep by one of our courier between the hours of 8.00am and 8.00pm. However, delivery times may vary during busy periods and from time to time we may utilise the delivery service of the manufacturer/supplier or a courier specially contracted for the delivery of your goods. We will endeavour to deliver goods within the times stated.

Can you tell me when we agreed on a suitable delivery date for a cancelled/incomplete order?

Needless to say I am not accepting your offer of good faith.

I will send a response to your email in writing tomorrow via royal mail next day recorded delivery to use in court should it come to that.

As stated in my previous letter you have until the 31st of August to provide me with a satisfactory response. The only satisfactory response is a full refund.

Please note I have copies of your terms and conditions should you decide to amend them.

Yours faithfully

Luke Richardson."

mildred1978

lukerichardson40 wrote: »

Good point Mildred! I am emailing them this... What do you think?

"Dear sir,

Can you tell me which part of your terms and conditions state that cancellations must be in writing? I can see term 4.2 under cancellation states -

"4.2) You must notify us of your intention to return the goods by calling our National Customer Support Centre within 7 working days from the day after delivery or collection."


Having followed your cancellation requirements in good faith I am not prepared to accept your offer of a partial refund.

As stated in my previous letter you have until the 31st of August to provide me with a satisfactory response. The only satisfactory response is a full refund.



Yours faithfully

Luke Richardson."

amended. You clouded the issue - need to stick to the 1 thing. And as they've e-mailed you there's no need to send further letters.

lukerichardson40

Good point, no need to make it more complex. Point is they are wrong and I am not and I think they are just trying their luck.

Let's see what reply I get hopefully tomorrow.

oopsadaisydoddle

Apologies that I haven't got anything useful to add, just wanted to say 'Good Luck' - I'll be following this thread with great anticipation!

It's just a shame you have to spend so much time and effort sorting it out!

lukerichardson40

I suppose it is something to do on the evenings to keep me occupied. And I really REALLY hate being ripped off! I would rather fight this to the very end then give up and give them a penny. Facts of it are, as far as I can see is that I am fully in my rights to get all my money back.

Again, thanks to everyone so far who has helped. Even those just watching what happens, kind of spurs me on.

arcon5

£60 is not exactly a small amount to be deducted when it is them 100% at fault! Love the email. Make sure you follow through and keep us updated. We love a good fight around here

lukerichardson40

Update everyone -

I have been keeping citizens advice informed about everything from the start. Now, because I am have sent the letter before action, meaning I am taking steps to court it has gone beyond citizens advice and has been passed to trading standards.

A chap from trading standards called me yesterday. He has reviewed all the information and has said there is no reason for them to withhold any money. He can't make a proper decision on what to do without all the emails, but he will be getting them soon. He thinks once QS get a letter from them they may change their tune and pay up.

If they don't pay up at least I have tried everything before court. And now trading standards are aware of them perhaps they will start digging deeper and see lots of complaints about these idiots and do something about them.

They will be sorry they tried to rip me off.

lukerichardson40

UPDATE -

Today is the day I told them I wanted a response from my letter before action, and I got a reply. I arent really sure what they are doing now. Their reply is just a bit odd. They are now denying all knowledge?! Here is the email I just got -

"Please be advised that we have no cancellation request from yourselves verbal or otherwise. We hope that this clarifies the matter. Please note your statutory rights are not affected. REgards QS 4"

So... anyone know what they are playing at?

Trading standards are investigating, and when I hear from them I am going to get the court documents sorted. Or perhaps I should just go straight to court now?? Any suggestions?