Purchased something online cancelled immediately can’t get refund can anyone help?

angiewoo2002

This morning I purchased a kitchen island online for £1,135.00. When the order confirmation came through it said delivery would be 6-8 weeks as I need the island before

Christmas I immediately cancelled the order. The response I got was
”We cannot cancel your order until we are back from our holiday which is 6th January”

I replied with the following; 
“Hello, after talking to you a short while ago please can you provide a contact telephone number so that I can talk to someone regarding my order. I have cancelled the order with yourselves but you are telling me that there is no one in the office to process my refund. I find this very hard to believe an am disappointed that this would be your response to me. I wish to discuss this further and I look forward to receiving a contact telephone number as soon as possible.

The company responded with this;
“Listen you ordered a kitchen island from us you must of checked lead times as anyone with a brain would realise how long bespoke items take 
Find your reply insulting and stupid comment 
Makes no difference to me refunding you at all 
makes no difference to me if you find it hard to believe 
And again will not be processed until the 6th 
Your error not mine don’t appreciate your smart mouth 
Over your ignorance 
Will not be replying further to you”

Please can anyone advice what I can do in this situation. I am now left with no island and no money and I don’t know where to turn giving the companies aggressive response.

Thank you in anticipation.

Aylesbury_Duck

angiewoo2002 said:

This morning I purchased a kitchen island online for £1,135.00. When the order confirmation came through it said delivery would be 6-8 weeks as I need the island before

Christmas I immediately cancelled the order. The response I got was
”We cannot cancel your order until we are back from our holiday which is 6th January”

I replied with the following; 
“Hello, after talking to you a short while ago please can you provide a contact telephone number so that I can talk to someone regarding my order. I have cancelled the order with yourselves but you are telling me that there is no one in the office to process my refund. I find this very hard to believe an am disappointed that this would be your response to me. I wish to discuss this further and I look forward to receiving a contact telephone number as soon as possible.

The company responded with this;
“Listen you ordered a kitchen island from us you must of checked lead times as anyone with a brain would realise how long bespoke items take 
Find your reply insulting and stupid comment 
Makes no difference to me refunding you at all 
makes no difference to me if you find it hard to believe 
And again will not be processed until the 6th 
Your error not mine don’t appreciate your smart mouth 
Over your ignorance 
Will not be replying further to you”

Please can anyone advice what I can do in this situation. I am now left with no island and no money and I don’t know where to turn giving the companies aggressive response.

Thank you in anticipation.

Where did you order it from?

KatrinaWaves

Your second email response states 'after talking to you a short while ago' so when did you speak to someone and how did the conversation go. There is clearly a missing part of the conversation, which may give some idea as to how you have wound up this company so much...

born_again

angiewoo2002 said:

The company responded with this;
“Listen you ordered a kitchen island from us you must of checked lead times as anyone with a brain would realise how long bespoke items take 
Find your reply insulting and stupid comment 
Makes no difference to me refunding you at all 
makes no difference to me if you find it hard to believe 
And again will not be processed until the 6th 
Your error not mine don’t appreciate your smart mouth 
Over your ignorance 
Will not be replying further to you”

At last a company that say's what it thinks. Not just tip toe's around the issue

So just who is this company?

Manxman_in_exile

I can't believe it!  That is a really appalling and disgraceful reply!

They actually said "... you must of [my emphasis] checked lead times... "?  That's completely unacceptable!

Gavin83

Honestly there's not an awful lot you can do but wait until the 6th January. You could speak to your bank regarding a chargeback and given they're not in the office or able to process your refund they shouldn't be able to defend this either. However it's still likely to take you past the 6th. Similarly you could take them to the small claims court but this'll definitely not happen before January.

Ultimately they should refund you sooner but enforcement of this will take longer than just waiting.

elsien

Your thread title is a little misleading - they haven't said that you can't have a refund, they have said you will need to wait for it. 
Their email is a truly impressive bit of customer relations; however I do think it is relevant to know where you ordered from, whether it is indeed bespoke or not, and what information you were given with regards to delivery times before you placed the order - most websites will tell you order time before you confirm the order so what did this site say?

ssparks2003

Personally I like their response, I feel their pain with another customer who expects them to be sitting around just waiting for an order to come in that needs to be rushed through only 3 weeks before Christmas because "well, the world does revolve around them". A 6-8 lead time is not at all unreasonable. Out of interest I note there is a reference to this item being bespoke,  is it?

born_again

Gavin83 said:

 You could speak to your bank regarding a chargeback 

On what basis?


Perhaps Op should have asked their brother and works for a small construction company to make one.

photome

Thats some reply! but context would be good, re the conversation you had with them and who is the company?

mattyprice4004

Who on earth has an endless supply of kitchen islands lying around in different shapes and sizes?
Bespoke comes with a lead time, and given we're already in December it was extremely naive to assume this would be before Christmas unless they explicitly stated this on the product page.