Cancelled order still sent to me.

Xamol73

Don't post very often, I will try to avoid a wall of text.

I have spent a frustrating day trying to arrange a cancellation of an order for a laptop online from Laptops Direct, before I contact them again tomorrow I would like to know my rights.

On Saturday I ordered a new laptop paid by on my credit card which was an impulse buy.

After ordering I looked around for a suitable bag and found the laptop was huge, and heavy, the bags even larger, and decided to wake up early on Monday and start the cancellation procedure.

6.00am Followed the instructions on LD's website and cancelled the order.

9.35am Recieved an email telling me the goods had been despatched.

10.40am Read the email and immediately replied asking why the goods were sent after I had cancelled the order.

10.55am LD contacted me saying they would get an agent to call me (which they did not).

10.57am I informed LD to get their courier to reroute the parcel back to themselves and to give me the package info so I could do the same.

11.30am No reply from LD so I email them again asking if they were successful in cancelling the courier AND to send me the tracking details (which they still have not done).

12.10pm Recieved an email saying the order has been sent through to LD cancellation team and that they would confirm the refund by email asap. As far as I was concerned this ended the matter.

3.40pm Recieve another email from LD stating 'once we have confirmation of the cancellation we will notify you'.

3.46pm I reply asking if it is me they need confirmation from or if it is internally at LD. Also asking when I would recieve my refund.

4.21pm After no reply I send another message asking them to clarify the above. Again asking about my refund.

Up until 12.30 the order tracking on LD website had my order listed as awaiting dispatch, but I notice now it is listed as dispatched.

I am hoping someone can advise me what my rights are if the laptop arrives, as to send it insured by return is very expensive. And if it doesn't arrive, how long is it reasonable to wait for a refund.

Sorry for the long post but I wanted to give as much info as possible, please ask if there is any questions that may be relevant.

Many thanks in advance Xamol73.

[Deleted User]

When you receive it simply call them and tell them you wish to return it.

You have at least a 14 day cooling off period.

Nothing to worry about at this hour.

Xamol73

But who is responsible for the cost of returning, and should my refund still go through or can they say they are going to wait to recieve the laptop back?

[Deleted User]

They should be responsible for the returning costs.(check T+C) but as you cancelled before dispatch there shouldn't be an issue with them paying.

They will refund when the laptop is returned.

Xamol73

So they have my money in their account for as long as it takes to be delivered and then returned, even though they had delivered a cancelled item.

This seems like I am paying (albeit for a short time) for their mistake.

Have just checked their T's and C's - if they class the return as unwanted goods then they state that I am responsible for the cost of insured return.

I have a feeling that to get them to agree to pay for return will add even more time!

Thank you for taking the time to read and post.

mattyprice4004

Legally they have 30'days to refund (from memory) but I could be wrong - however I do know it doesn't have to be immediate / before they have the item back.

Best to go on the nice approach rather than all guns blazing, after all you did change your mind before you'd even had a chance to look at the laptop.
Checking of weight is something I would personally do before ordering

Xamol73

Just a thought.

Does anyone know what would happen to the laptop if I simply refuse the delivery?

deanos

Xamol73 wrote: »

Just a thought.

Does anyone know what would happen to the laptop if I simply refuse the delivery?

Will go back to the sender

custardy

Xamol73 wrote: »

So they have my money in their account for as long as it takes to be delivered and then returned, even though they had delivered a cancelled item.

This seems like I am paying (albeit for a short time) for their mistake.

Have just checked their T's and C's - if they class the return as unwanted goods then they state that I am responsible for the cost of insured return.

I have a feeling that to get them to agree to pay for return will add even more time!

Thank you for taking the time to read and post.

You also were the first to make a mistake
Just refuse the order and it will go back to them.

Xamol73

I think I actually made 2 mistakes. Firstly ordering without checking dimensions and weight, and second ordering from Laptops Direct.

Thanks for the advice all, much appreciated.

Fosterdog

Xamol73 wrote: »

I think I actually made 2 mistakes. Firstly ordering without checking dimensions and weight, and second ordering from Laptops Direct.

Thanks for the advice all, much appreciated.

This situation isn't unique to laptops direct, you are being a bit unreasonable with your expectations.

You are the one who made the mistake with what you ordered, you decided to send a cancellation request at 6am on the Monday which is also the same day it was due to be dispatched.

How many places do you know of that would have anyone in the office to action your request at that time of day? When they actually got into work they most likely had a lot of requests of varying nature to go through and action yours would most likely not be top of the list especially if it is in time order from when their office hours closed yours would actually be closer to the bottom of the list.

They will also have different departments for things so your dispatch was all being generated quite quickly and efficiently by one department while the other department is working through possibly a weekends worth of queries.

From the time they have said they will action your request you have sent no less than four more emails that were all pointless, if every customer was doing the same they would have several hundred thousand emails to get through every day, when are they supposed to action things when they spend all their time reading new and pointless requests from the very people they are already trying to help. Bearing in mind they also had to contact the courier and possibly await a response from their end before they even had any more information to give you.

The only thing I can see they may have done wrong is not to call you but you contacted them just two minutes after they said they would call and again after thirty five minutes so again that is you having completely unreasonable expectations. Unless they said you would get a call within two minutes they still have done nothing wrong.

All you can really do now is wait, repeatedly chasing them will not make things any quicker. If the courier arrives just reject it, it will be sent back to them and they will refund you. They will have up to 14 days from cancellation to refund you.