Item ordered but not yet delivered - price reduced....

matt.d.

OK, get ready for some corporate insanity.

I was very polite (for a change!) and explained the situation. The chap I spoke to didn't really seem to grasp what I was saying apart from to keep quoting that if I cancel the order there is a charge of up to 25% payable.

I pointed out that I would like to add to the order if they would reduce the price on the first item.

This cut no ice and he maintained his position.

In the end I asked if I could have a brief word with a supervisor.

After a reasonable delay (at 10p per min) the first chap came back and said they would be willing to waive the "up to 25%" cancellation charge but would still charge the £60 to collect the chest of drawers for return.

So basically they propose that they supply me with a chest of drawers at £400 and this is delivered around mid Feb but that I now order a second chest of drawers along with a matching table as desired by the missus. When the first chest arrives I am to then contact them to arrange its return and to be refunded. I then wait for delivery of the 2nd order (ie the 2nd chest and the table). So basically they produce 2 chests for me whilst in the full knowledge that one will be returned.

I suppose that it may be that they will take the first back, keep it in their warehouse and then redeliver it to me but why would they take it back and forth rather than just leave it with me?

Insane.

I will speak to the wife and see if she wants the table that badly but may just decide to go with original order and not bother with the rest. Call it learning the hard way....!

ThumbRemote

The best thing to do would be to cancel your original order. Under the DSRs you do not have to pay 25% (you do not have to pay a thing!), and as the product hasn't been shipped you don't have any returns charges to pay. If they do still deliver the original after you've cancelled, it's their job to arrange a return.

Then just re-order, with the extra items.

matt.d.

Just a quick update guys - as per above post suggested I called them again today.

Got a helpful chap who was clearly exasperated that I'd been given the response detailed above. He agreed an immediate cancellation, no charge, and full refund.

Job done.

Now I can re-order at the lower price and, he believes, will probably receive the item quicker as the newer more reduced price is apparently proving very popular so they've increased production!

Result!:beer:

Nukumai

matt.d. wrote: »

Got a helpful chap who was clearly exasperated that I'd been given the response detailed above. He agreed an immediate cancellation, no charge, and full refund.

Common sense prevails. Well done.

jobdone1

Its amazing this happens so many times with call center staff some give a dam others do not, when they put you on hold i'm sure they just pick their nose or spin round in the chair, Then ones that want to help you you can tell straight away and get a good response.