NEED HELP, bought a horse rug of derbyhouse.co.uk

HelenRebecca

Hello, just looking for some advice.

I purchased a rug from derby house as it was on offer for £20, i bought it on the 26/11/13, when i bought it, it said ready to be dispatched within 24hours, which to me means it will be out for delivery within 24 hours yes?.

when i look on the website now, the rug I've purchased is still up for sale and still says ready to dispatched within 24hours
When i look at my order history the order still says it is being processed, so i rang up and they told me they have sold out of the item and are waiting for the item to come back in stock, this annoyed me and i decided to go on the Facebook group to which my horror i found many customers in the same boat:

"Trying to phone to cancel an order I have waited 8 weeks for- no answer. I ordered overreach boots and my horse has unnecessarily lost 2 shoes in that time. Derby house customer services are a disgrace."

"lease can i have a delivery date for my items? Ordered 21st of november and still being processed."

are they aloud to take money of you if they haven't even got what i want and when they won't give me a date to which it will come, I'm also worried about asking for a refund as again with the Facebook messages

"Trying to phone to cancel an order I have waited 8 weeks for- no answer. I ordered overreach boots and my horse has unnecessarily lost 2 shoes in that time. Derby house customer services are a disgrace."

"Maybe give me my refund before you do any more sales ? That'd be nice !"

Im unsure of what my rights are, any advice will be much appreciated.

wealdroam

If you want to cancel the order then write to them saying just that.
An email is ok.

Under Distance Selling regulations, they must accept that cancellation and refund all monies paid. The not so good bit is that they have up to 30 days to refund you.

Should the goods arrive after you have cancelled, you have every right to refuse that delivery.

For more info on DSRs it might be worth looking at the OFT guide:

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

Have a read of MSE's Consumer Rights article when you have a few moments.

Moosk

Well I would have thought "ready to be dispatched within 24hours" would mean it would be ready to be dispatched within 24hours, ie leave their warehouse within 24hrs for delivery in whatever the delivery time frame was. Not delivered in 24 hours, unless there was an option for next day delivery.

But slightly irrelevent anyway as the item was out of stock, so wouldn't be going anywhere in 24 hrs.

It was probably a technical/stock level error. So either cancel the order or wait for it to come back in stock. They can't send what they don't have!