Refund or dig my heels in?

Ali1900

I bought a “Pond in a Bowl” from Primrose a little short of 12 months ago now. Every time I email I am asked if I want to cancel my order. If I didn’t want the product, I wouldn’t have ordered it, in the first place. My last communication with them, asking for an update on delivery was that they were having trouble with their suppliers, and they would refund me 10% of the purchase price. I bought the product on my credit card, so know I have cover with that, but my question is how long does that cover last, and how much longer should I give them to honour the purchase? 

I should also note, that they are still advertising the product, as available, on their web site, albeit not in the couloir I ordered. 

user1977

What resolution are you wanting? You're entitled to a full refund if you cancel your order. You can't force them to deliver it if they can't source it. Is the offer of a 10% refund in addition to having the item eventually delivered?

Ali1900

Id like the product I ordered to be honest. They have not confirmed, as yet, whether the 10% is in addition to the item. I just wonder how they can still be selling the same product, albeit a different colour, without issue (as far as I’m aware), yet the one I ordered can’t be dispatched. I have regularly taken screen shots of their site, to demonstrate this. 

When I made the order originally, they sent confirmation of my order and that delivery would be 2-3 days. (Sorry I forgot that bit if I go in the original post). 

user1977

Ali1900 said:

Id like the product I ordered to be honest. They have not confirmed, as yet, whether the 10% is in addition to the item. I just wonder how they can still be selling the same product, albeit a different colour, without issue (as far as I’m aware), yet the one I ordered can’t be dispatched.

I'd presume it's because that colour is available and the one you ordered isn't.

You have the right to cancel or to wait, up to you.

Manxman_in_exile

Sorry if I've misunderstood, but are you still waiting for this after 12 months?

Also I don't understand "Refund or dig my heels in?".  What is there to dig your heels in about after you've been waiting a year and with no delivery on the horizon?  You want - and are entitled to - a full refund from them. 

Don't you?

TELLIT01

I presume by 'dig their heels in' the OP thinks that they can continue to demand the product even though the retailer has told them they haven't got it and don't know when/if they ever will get it.  The OP can either continue to wait for something which may never appear or accept a refund.  They cannot demand that the retailer honour the order.  If the item isn't available, it isn't available - end of story.

mattyprice4004

Ali1900 said:

Id like the product I ordered to be honest. They have not confirmed, as yet, whether the 10% is in addition to the item. I just wonder how they can still be selling the same product, albeit a different colour, without issue (as far as I’m aware), yet the one I ordered can’t be dispatched. I have regularly taken screen shots of their site, to demonstrate this. 

When I made the order originally, they sent confirmation of my order and that delivery would be 2-3 days. (Sorry I forgot that bit if I go in the original post). 

They don't have a team sitting their painting them to the colour ordered - their supplier will send over colours in batches. 
Your colour isn't in stock, but the others are.  

jon81uk

Do you want the product that is currently for sale on the website?

Their websiter seems to show some black or white ones in stock, or a red one out of stock. Is the colour you ordered even listed on the site right now?

I would have thought if listed on the site, but out of stock, they might get it at some point. If it isn't listed at all then you will probably not get the item at all.