online retailer refusing cancellation

veryangrycabbage

Hi,

Last Sunday I placed an order online for some items but when the order went through I noticed they were being sent to my old address some 200 miles away despite entering my current address when I ordered. Straight away I tried to cancel the order but I was unable to as according to the site FAQs they currently are not allowing cancellations or address changes. I emailed the company and sent them a message on social media but didn't get a reply. 

Once I got the dispatch email I contacted the delivery company to see it if could be stopped or the address changed, I was told they couldn't do this but after 3 failed delivery attempts the item would be returned to sender. On Thursday I got an email saying delivery had been unsuccessful 3 times and the parcel was being returned to sender (as I'd hoped). However this morning I got an email saying delivery was being attempted this morning, followed by an email saying my parcel had been delivered and a picture of it left on the doorstep. The property is on a main busy road and I'm assuming its unoccupied, so bye bye parcel and all hopes of a return! 

Is there anything I can do about this to get a refund as the items won't be returned? I was under the impression that online retailers cannot refuse a cancellation request but am unsure what to do.

mattyprice4004

I'd get in touch with the people at the old address - if you didn't read the website properly and used an old address you're unlikely going to get anywhere with the seller. 
Did you try telephoning them? The good old fashioned ways are often the best! Email or social media contact might not be picked up immediately. 

Jenni_D

mattyprice4004 said:

I'd get in touch with the people at the old address - if you didn't read the website properly and used an old address you're unlikely going to get anywhere with the seller. 
Did you try telephoning them? The good old fashioned ways are often the best! Email or social media contact might not be picked up immediately. 

OP says they DID enter the correct address when ordering. I imagine they ordered from a website they have (or had) an account with and that account has defaulted to the wrong address.

veryangrycabbage

mattyprice4004 said:

I'd get in touch with the people at the old address - if you didn't read the website properly and used an old address you're unlikely going to get anywhere with the seller. 
Did you try telephoning them? The good old fashioned ways are often the best! Email or social media contact might not be picked up immediately. 

Unfortunately I have no way of getting in touch with the people at the current address as I don't know who lives there. Its a student property (or was when I lived there) so there's a high chance its empty at the moment. I did enter my current address at the delivery screen and its the only address connected to my paypal account, not sure why its going to my old address, probably because it was the last address I used on the website. I've tried looking for phone numbers, the company doesn't appear to have one and the delivery company one is automated. The email address I used was the customer service one and I emailed over a week ago so its not a case of expecting to be replied to immediately. 

the_lunatic_is_in_my_head

What address on the Paypal transaction page? Has the order picked up the old address from there.

Did you get an order confirmation with the address on?

How much was the order? 

The consumer rights answer is that passing of risk occurs when the goods come into your physical possession so currently they are still at the trader's risk.

veryangrycabbage

the_lunatic_is_in_my_head said:

What address on the Paypal transaction page? Has the order picked up the old address from there.

Did you get an order confirmation with the address on?

How much was the order? 

The consumer rights answer is that passing of risk occurs when the goods come into your physical possession so currently they are still at the trader's risk.

My paypal address is my current address. 

The order was £60.

sheramber

Did the check out page not show where the item was being delivered to, before you press the button to pay.

the_lunatic_is_in_my_head

veryangrycabbage said:

the_lunatic_is_in_my_head said:

What address on the Paypal transaction page? Has the order picked up the old address from there.

Did you get an order confirmation with the address on?

How much was the order? 

The consumer rights answer is that passing of risk occurs when the goods come into your physical possession so currently they are still at the trader's risk.

My paypal address is my current address. 

The order was £60.

Is your current address what shows on the Paypal transaction page for the payment?

veryangrycabbage

the_lunatic_is_in_my_head said:

veryangrycabbage said:

the_lunatic_is_in_my_head said:

What address on the Paypal transaction page? Has the order picked up the old address from there.

Did you get an order confirmation with the address on?

How much was the order? 

The consumer rights answer is that passing of risk occurs when the goods come into your physical possession so currently they are still at the trader's risk.

My paypal address is my current address. 

The order was £60.

Is your current address what shows on the Paypal transaction page for the payment?

Yes, it is