Cancelling online order - Asda George/Direct won't let me!!

jocrad74

Hi all, looking for some advice on this. Placed an order on Tuesday via Asda George. Their banner screams if you order before 5pm, collect in store after 5pm the next day. or 2-3 days home delivery.

Now, it was for an item of clothing I needed for today, when I got the order conf, it said available to collect from Thursday, ie not next day, the day after. No problem, I thought, still enough time.

When I tracked the order yesterday morning, not even been despatched, so too late for what I needed. Rang to cancel, was told that as I had opted for delivery to store, I couldn't cancel the order?!?! But that they would put a note on to say that as soon as it had been despatched, to effectively cancel it and refund me (paid via my card online) in 3-5 days, I was told.

Anyway, email today, order despatched, rang to make sure what they said they would do, they had. Then got told I have to wait for it to arrive in store before it is cancelled and then it will take up to 10 days for my refund!!

It wasn't a lot of money, but it could have been, think Christmas present shopping coming up and all that. It's the principle of it.

So, my question is, do under DSRs, which clearly state I have the right to cancel an order from the moment I place it until up to 7 days after receipt, are Asda taking the p***?

From what I can see, it's also the case that they can't make cancelling an order unnecessarily difficult, i.e. having to call to get an authorisation, which when I checked online yesterday, the website said that's what I had to do!!

Help, before I lose the will to live!

I have asked to speak to manager, lo and behold nobody available, supposed to be calling me back but I won't hold my breath.

MamaMoo_2

They have up to 30 days from the date of cancellation to refund you. They've already put notes on so that when it arrives in store it will be cancelled, they just can't physically cancel it whilst it's in transit. You don't need to keep phoning up, it's clear that they intend to refund the item
Once it reaches the store.
Phoning an 0800 number to cancel an order doesn't make it "unnecessarily difficult", however if you feel that it is you can also email or write a letter to them as stated online.

jocrad74

Sorry, maybe it wasn't clear from my original post, I tried to cancel before despatch, but they told me I couldn't. Surely I have the right to cancel before despatch to avoid the necessity to go through this whole rigmarole.

MamaMoo_2

jocrad74 wrote: »

Sorry, maybe it wasn't clear from my original post, I tried to cancel before despatch, but they told me I couldn't. Surely I have the right to cancel before despatch to avoid the necessity to go through this whole rigmarole.

You had a right to cancel, you cancelled. You didn't actually need to call them again. What they need to do in order to cancel may be a faff, but that's their issue and you don't need to worry about their dodgy system as you've done your part now it's up to them.
Did they tell you that you couldn't cancel at that time and to phone back at a later date, or did they accept that you were cancelling, but just explain that it wouldn't actually be cancelled for another few days.
If the former, they're definitely taking the pee!