Cancelled order still sent to me.

fleshandbone

I would kindly say to the OP, that as the mistake is on your part, then it reasonable that you should be responsible for the safe and secure return of the item.

Xamol73

Fosterdog wrote: »

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.

1. It wasn't due to be delivered until Weds/Thursday

2. I followed their company procedure for cancellation, which was available 24 hours a day.

3. I agree I am also at fault here, the purpose of my post is to find out my rights.

Thank you for your post.

Xamol73

fleshandbone wrote: »

I would kindly say to the OP, that as the mistake is on your part, then it reasonable that you should be responsible for the safe and secure return of the item.

The original mistake was mine, which was to order. The mistakes from LD are to send the laptop after it had been cancelled, and to tell me it was being refunded, then sending the item.

I just wanted to know what my rights are, not what people's opinions are.

Thank you for your post

Fosterdog

You really need to live in the real world, just because they have facilities for orders and cancellations to be requested 24 hours a day doesn't mean that it is automated completely. They still need people to physically check and pick orders as well as an actual human to read and action cancellations and queries. It is not unreasonable on their behalf to only have staff for things like that during standard office hours.

LD have NOT made any mistakes here, they said they will process a cancellation and arrange a refund which they will do but YOU contacted them too late to stop the initial picking and dispatching if the item.

Unless you paid a premium for next day delivery it would be normal for an item arriving on Wednesday or Thursday to be dispatched on a Monday, it is not rushed through the systems but moved from retailer to courier, then sorted at the courier hub to go to your local hub and then out for delivery. You clearly have no concept of how these things work.

You asked what your rights are and have been told but if you want to continue slamming a company that is in the right instead of admitting the fault lies entirely with you then other posters will continue to correct you.

Companies fet a lot of bad press and complaints and when they are in the wrong we would be backing you all the way to get it sorted but in this case they are not the bad guy and have done everything right and in a reasonable way.

arcon5

I'd say considering the timings if it was sent out you'd reasonably be responsible for return costs.
You can reject the parcel but unless things have changed over the last couple of years carriers usually charge more for rejected returns than a std pickup. And used to take longer for the carrier to process the return

Xamol73

I have just spoke to customer services at LD, and Emma was extremely helpful.

They have instructed me to refuse the package, which is being delivered to my wife's workplace, if by any chance this is not done - I have volunteered to drive the laptop back to them at my expense (still cheaper then insured postage).

The tracking number which would have enabled me to chase the delivery was entered incorrectly at LD which Emma is going to try and resolve. This should enable me to warn when the package is about to arrive.

I have a mental health disorder which causes me to stutter when upset or stressed which is why I didn't call earlier, but Emma was so helpful it never surfaced once

I would like to thank all who helped with posts. And to those who posted to tell me their opinion of me and little else - next time do not bother.