Appliances direct order not arrived

Help1234

I have bought a washing machine and dishwasher from Appliances Direct last week and arranged for the delivery to be to their Derby branch for Saturday 24th Feb. The email states to wait for email / phone call to say the order is ready to collect. That never came. When I tried to contact them to query it the office was shut. I’ve tried to call today and again the office is shut.
I don’t live in Derby my family do so I came to visit them for the weekend to coincide with collecting the items. I go back up north later today so can’t collect after today. My kitchen is being fit 5th March so I need them by then.

I want to just cancel it now and go with John Lewis. If I do this can they charge me anything such as postage etc?

unholyangel

From their website:

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, without any fee before the item is despatched.

I can't find their T&Cs to be sure (any time I click on terms and conditions it just takes me to their "help/faq" page) but usually with online contracts, acceptance doesn't take place until the goods are dispatched and therefore, a contract isn't formed until the goods are dispatched. You can withdraw an offer at any point up until it is accepted.

Help1234

Thank you! What happens if they say the order had already been dispatched it just hasn’t arrived yet?

Thanks

unholyangel

Help1234 wrote: »

Thank you! What happens if they say the order had already been dispatched it just hasn’t arrived yet?

Thanks

It gets slightly more complicated - but cross that bridge when you come to it. Email them now to cancel and contact them tomorrow to see what they say in response to you cancelling.

They haven't sent a dispatch notification so its unlikely the goods have been dispatched. They may be dispatched tomorrow morning though, which is why I said to email now. As above, you can withdraw an offer at any time before it is accepted and they cannot accept an offer that has been withdrawn.

Help1234

Thank you! I’ve cancelled it and received an email from them confirming this and that the money should be refunded within 3 days.

unholyangel

Keep us updated if anything goes wrong