Delivery delay - when can I get my money back?

daswi

Hi this is my first post so I hope I'm on the right part of the forum.


I ordered a Dell laptop last Tuesday 3/3/14 and was told it would be delivered by Thursday 5/3/14. I needed it urgently. It wasn't delivered so I checked the order status online and it said it wouldn't be ready until 8/8/14. That's a delay of 5-6 weeks on something I needed urgently.


This was a standard laptop off their website with absolutely no customisation so it shouldn't have been a difficult order to fulfil. I only ordered because I thought it would come quickly. I would have gone elsewhere if I had known the hassle this would have caused.


I called them on Thursday and they acted like I was stupid and should have read their FAQs. I don't know about you but I read what I am sent when I get an order confirmation. I don't scour the entire website of every retailer I visit. If they say delivery in 48 hours I take their word for it.


I asked for a manager to call me back and they said no one was available but one would call me back within 24 hours. No one did.


On Friday I bought a laptop from PC World and called Dell to cancel my order. They said I couldn't cancel or might not be able to. It was hard to make out what the person in the call centre was telling me on the phone. English didn't appear to be the native language but they said they would contact me within 24 hours to let me know if I was able to cancel. They didn't do so though!


This seems to me very poor service. They gave me a delivery time which they missed. They didn't inform me they would miss it I only found out when I went online. Then they didn't call me back when they said they would. Then they wouldn't let me cancel an order they had messed up! Then they didn't call to let me know if I could or not the next day as they promised they would.


I emailed their UK complaints department but have had no response from them to either email I sent.


It sounds like they are going to build a laptop I don't want and bill me for it. What can I do?


Surely 6 weeks is an unreasonable delivery time if they have initially said 48 hours. How do I get hold of them to get this resolved amicably.


I am so embarrassed to say I used to work for Dell too. I'm glad they weren't as bad when I was there.


Thanks for your advice in advance.

wealdroam

daswi wrote: »

...I checked the order status online and it said it wouldn't be ready until 8/8/14. That's a delay of 5-6 weeks on something I needed urgently.

8 August??

That's a delay of five months.

Of course you can cancel your order.

Distance Selling Regulations certainly allow you to cancel your order before delivery.
You should do it in writing... email is ok.

The OFT's Guide to the DSRs says:

Can a consumer cancel an order before they receive the goods or where goods are lost in transit?

3.35 Yes. Where the DSRs give consumers rights to cancel, this right is unconditional. If consumers cancel before they have received the goods you must refund the total price of the goods, including any delivery charges. Consumers who have cancelled under the DSRs may refuse to accept delivery of the goods. Refusal in such a situation cannot be treated as a breach of contract.

They do have up to 30 days to refund you though.

daswi

Thanks Wealdroam that's great advice, I'll do that.


Sorry I meant to say 8/4/14 of course which is 5-6 weeks not 8/8/14!


You've got to be able to cancel your order but if you try Dell make out you are in the wrong. I'll never buy from them again after this.

arcon5

Even so, unless otherwise agree (check their terms) after 30 days if the contract is not fulfilled it can be considered void and monies need to be returned.

Send your cancellation notice by email so you have proof.

daswi

Thanks Arcon,


I'll do that too.

bris

Was it from Dell Business or just personal? A lot of people think they can order from the business site and have the same rights as consumers, this isn't the case.

jwruk

Was this the Inspiron 15 @ £379 by any chance?

bod1467

bris wrote: »

Was it from Dell Business or just personal? A lot of people think they can order from the business site and have the same rights as consumers, this isn't the case.

I've just went through the checkout process. If you try to procure via Dell's business site then Company Name is a required field. Thus the above quoted post is correct.