Who Do I Complain To?

Lip_Stick

Hi all.
I recently purchased something online, and realised I'd made an error (silly me). I'd searched for a particular item and it came up on the Google search results. I checked the company out and under the T&Cs it said I could cancel an order if done within a short amount of time. I ordered the item and realised I'd made the mistake right away as it was not the compact version that I had searched for. I went to my account, went to cancel the order, which showed as still processing, but it wouldn't let me cancel. This is literally two minutes after I had placed the order. The time was 17:45, live chat had gone off after I'd waited in line, so I sent them an email.

They responded by saying that the cancellation window is 2-3 minutes long. This is despite my order saying 'Still processing' and the 'picked and packed' email being sent over 24 hours after I asked for it to be cancelled. My complaint is that I thought companies could not make it difficult for you to cancel, and giving a 2-3 minute window when the item doesn't get despatched for another 24 hours at least, is doing just that imo.

Who can I complain to, to get the company to comply with regulations please?

DoaM

Do the T&Cs say you're liable for return postage costs for change of mind? Was this a UK company? (A .co.uk domain does not necessarily mean a UK company).

Lip_Stick

Thanks for the reply. Yes it is a UK company. I am probably keeping the item. It is a tent, but I'd like to still complain to protect others who read that they can cancel orders, when in practice, they can't. Here is their response to my complaint:-

Once an order has been placed there is a very short 2-3 minute
window whereby any amendments can be made before an order is sent
for processing. Unfortunately you had missed this timeframe.

In order for us to be able to continue to offer the best service
going forward, there is now a small fee for returning items back
to us in the UK and rest of the world. For the UK the charges
can be found below:

Asda toyou: FREE
Hermes: £2.95
Doddle: £2.95
Royal Mail: £2.95

We still offer a free return service with Asda toyou which the
majority of items can be returned with, but for those items
outside of the size/weight restrictions, it may be possible for
us to arrange a collection for you at a small cost. Any items
that are being returned as faulty or incorrect will not be
subject to this return fee.

DoaM

Looks like they're complying with legislation as regards returns. As to whether there's any non-compliance regarding order cancellations ... not sure, sorry.

powerful_Rogue

Lip_Stick said:

Hi all.
I recently purchased something online, and realised I'd made an error (silly me). I'd searched for a particular item and it came up on the Google search results. I checked the company out and under the T&Cs it said I could cancel an order if done within a short amount of time. I ordered the item and realised I'd made the mistake right away as it was not the compact version that I had searched for. I went to my account, went to cancel the order, which showed as still processing, but it wouldn't let me cancel. This is literally two minutes after I had placed the order. The time was 17:45, live chat had gone off after I'd waited in line, so I sent them an email.

They responded by saying that the cancellation window is 2-3 minutes long. This is despite my order saying 'Still processing' and the 'picked and packed' email being sent over 24 hours after I asked for it to be cancelled. My complaint is that I thought companies could not make it difficult for you to cancel, and giving a 2-3 minute window when the item doesn't get despatched for another 24 hours at least, is doing just that imo.

Who can I complain to, to get the company to comply with regulations please?

I can't see what they have done wrong. The process for most companies is so streamlined that there probably only is a 2-3 minute window from placing and order to it being processed.

As it stand, you ordered the wrong item and they offer free returns, so can't see the issue.

What specfic regulations do you want them to comply with?

Lip_Stick

powerful_Rogue said:

Lip_Stick said:

Hi all.
I recently purchased something online, and realised I'd made an error (silly me). I'd searched for a particular item and it came up on the Google search results. I checked the company out and under the T&Cs it said I could cancel an order if done within a short amount of time. I ordered the item and realised I'd made the mistake right away as it was not the compact version that I had searched for. I went to my account, went to cancel the order, which showed as still processing, but it wouldn't let me cancel. This is literally two minutes after I had placed the order. The time was 17:45, live chat had gone off after I'd waited in line, so I sent them an email.

They responded by saying that the cancellation window is 2-3 minutes long. This is despite my order saying 'Still processing' and the 'picked and packed' email being sent over 24 hours after I asked for it to be cancelled. My complaint is that I thought companies could not make it difficult for you to cancel, and giving a 2-3 minute window when the item doesn't get despatched for another 24 hours at least, is doing just that imo.

Who can I complain to, to get the company to comply with regulations please?

I can't see what they have done wrong. The process for most companies is so streamlined that there probably only is a 2-3 minute window from placing and order to it being processed.

As it stand, you ordered the wrong item and they offer free returns, so can't see the issue.

What specfic regulations do you want them to comply with?

On the order screen, the status was 'Still being processed'. There is a timeline for the order too in the order of 'Order Placed', 'Being Processed', 'Processed', 'Despatched' and 'Delivered'. The indicator had just gone onto 'Being Processed'. They state once the item has been processed then you can not cancel.

Also, consumer contracts regs state that they must allow you to be able to cancel and can not make it difficult. Giving someone a two minute window, despite the order not being dispatched for over 27 hours later, is making it deliberately difficult for consumers imo. 

powerful_Rogue

Lip_Stick said:

powerful_Rogue said:

Lip_Stick said:

Hi all.
I recently purchased something online, and realised I'd made an error (silly me). I'd searched for a particular item and it came up on the Google search results. I checked the company out and under the T&Cs it said I could cancel an order if done within a short amount of time. I ordered the item and realised I'd made the mistake right away as it was not the compact version that I had searched for. I went to my account, went to cancel the order, which showed as still processing, but it wouldn't let me cancel. This is literally two minutes after I had placed the order. The time was 17:45, live chat had gone off after I'd waited in line, so I sent them an email.

They responded by saying that the cancellation window is 2-3 minutes long. This is despite my order saying 'Still processing' and the 'picked and packed' email being sent over 24 hours after I asked for it to be cancelled. My complaint is that I thought companies could not make it difficult for you to cancel, and giving a 2-3 minute window when the item doesn't get despatched for another 24 hours at least, is doing just that imo.

Who can I complain to, to get the company to comply with regulations please?

I can't see what they have done wrong. The process for most companies is so streamlined that there probably only is a 2-3 minute window from placing and order to it being processed.

As it stand, you ordered the wrong item and they offer free returns, so can't see the issue.

What specfic regulations do you want them to comply with?

On the order screen, the status was 'Still being processed'. There is a timeline for the order too in the order of 'Order Placed', 'Being Processed', 'Processed', 'Despatched' and 'Delivered'. The indicator had just gone onto 'Being Processed'. They state once the item has been processed then you can not cancel.

Also, consumer contracts regs state that they must allow you to be able to cancel and can not make it difficult. Giving someone a two minute window, despite the order not being dispatched for over 27 hours later, is making it deliberately difficult for consumers imo. 

The cancellation period relates to the 14 days. It is not discussing an order whilst it is still being processed.

Would you rather all companies sit on an order for 1 hour after it has been made before they start processing? But then what happens if you realise you have made a mistake 1h03m minutes later?

When I place an order, I want it processed ASAP. If I ever make a mistake, then that's my fault. Simply return the item FOC for your refund and stop blaming others for your error.

Lip_Stick

The right to cancel an order begins the moment it is made, not when it is despatched, in fact legislation makes that distinction. Had I received the despatch email shortly after my cancellation request, then I can see your point, but that was far from the case.

I'm not blaming others for my error. I realised I made a mistake, but for a company to say an item is so far through being processed, that the order can't be stopped for delivery even though it doesn't get despatched until more than 24 laters, is codswallop.

And you are as good as me when it comes to making assumptions. Where does it state I said I can return the item for free?

Diamandis

You're still cancelling when you return it. There's no specific right to having an order cancelled before they dispatch it. 

powerful_Rogue

Lip_Stick said:

The right to cancel an order begins the moment it is made, not when it is despatched, in fact legislation makes that distinction. Had I received the despatch email shortly after my cancellation request, then I can see your point, but that was far from the case.

I'm not blaming others for my error. I realised I made a mistake, but for a company to say an item is so far through being processed, that the order can't be stopped for delivery even though it doesn't get despatched until more than 24 laters, is codswallop.

And you are as good as me when it comes to making assumptions. Where does it state I said I can return the item for free?

Asda toyou: FREE
Hermes: £2.95
Doddle: £2.95
Royal Mail: £2.95

unholyangel

If acceptance had taken place then you were cancelling and (providing not exempt from the right to cancel) the cancellation is effective from whenever you sent the communication cancellation & it immediately ends the obligations on either party to perform any obligations. 

If acceptance had not taken place then you were not cancelling, you were withdrawing your offer. Which means that a contract never existed (and again, no obligation to perform). 

Either way though, have you actually spoken to them about this?