Online order not yet dispatched

spo2

I recently placed an online order on a site which I had ordered from before although admittedly not for a few years - but I've never had a problem with before. They are a member of the Hut Group. Under 'My Orders' I could see it sitting as awaiting dispatch. After a week I emailed to check when it would be dispatched and was told that it would be as soon as possible. I left it another few days and then requested a cancellation as it was not going arrive on time (it was a present). I got a message back saying that they could not refund me but that once I receive the item I can return it for a refund. Days later it is still sitting as 'awaiting dispatch' and the item is now out of stock.

Reading on Trust Pilot and their Facebook page, it seems there are many people in the same boat, some say they've been waiting since mid November for dispatch. I know I can go through my credit card for a refund after 30 days, but is there anything else I can try to get them to cancel the order before dispatch so that I don't have to go through the credit card route?

I know I should have checked Trust Pilot before, but as I mentioned, I've never had an issue with this site any time I have ordered in the past.

Thank you

cx6

The first thing you should do is formally cancel the order on the grounds of non-dispatch. 

Make sure you  keep a record. Then give them a reasonable amount of time to refund. If no refund then the card is probably the best route.

spo2

Thanks, I've just done that. My credit card is notoriously slow at responding to issues like this, and even then it is a very poor process, so trying to do everything else to avoid this. Will try it as a last resort

born_again

If you cancel the order & you have no right to a non-receipt chargeback..

spo2

So if they do cancel the order, how do I go about getting a refund?

Ergates

They would normally refund you via the same method you paid them.

spo2

Normally - but this website does not seems to be acting normally!

the_lunatic_is_in_my_head

There was a thread on here about Zavvi (also TheHut) with the same situation.

OP if acceptance is formed upon dispatch you are simply withdrawing your offer as there isn't a contract to cancel. 

spo2

Thanks. My problem is that they already have the money and are no longer responding to any emails. There is no number to contact them on either

Ergates

Contact your bank/CC provider then.

The website saying they can't refund you for an item they've not even sent yet is nonsense.  Maybe they can't cancel the order using their internal systems, but that is entirely their problem.