Zavvi and delayed orders

atarisrocks

I placed a order with Zavvi 15 days ago for an item that stated it was in stock and will dispatch in 2 days but the goods are stuck in the dispatch stage.

 

The item is now out of stock and I have now been put into their preorder queue but they have no clue when the goods will be in stock but they have charged me for the order.

 

I have requested a change in the delivery address as I am moving and might not be at the address when it finally get sent out but they have refused to change the address so I have requested a refund but this has been refused as it is over their 14 days window.

 

I asked if the goods will be sent out via royal mail as the redirection service will allow me to get my parcel but they don’t know which courier they will be using.

 

I placed the order in good faith that I would have the goods with in a reasonable time frame based on the information provided to me at the time of purchase.

 

I have missed the window for distance selling regulations but Zavvi are unlikely to delivery within 30 days of my order so do I still have the right to cancel?

molerat

You have not missed any window as the order has not been dispatched, you actually have the right to cancel within 14 days of receiving the item.

https://www.which.co.uk/consumer-rights/advice/can-i-cancel-an-online-order-asTEa2C5lNpo

Your right to cancel an order starts the moment you place your order and doesn't end until 14 days from the day you receive your goods.

the_lunatic_is_in_my_head

Your first order confirmation should state:

This email is an acknowledgement of receipt of your order. Your contract to purchase these items is not complete until we send you an email confirming that the items have been dispatched to you.

If you haven't received a email confirming dispatch simply advise them you don't yet have a contract and you are withdrawing your offer. 

atarisrocks

Thank you I have sent them email about not yet having a contract with them and hopefully I hear back from them soon it was sent Thursday and normally I hear back in around 12 hours so I think it may have go to a high up as they can not give a scripted reply. 

atarisrocks

Zavvi have not acknowledge my email but I received a dispatch email with a expected delivery of the 5th so nearly a month after ordering but at least I am getting my order but it poor practice to just ignore the complaint especially when it was one requesting a cancellation.