My rights if company don't refund and cancel order but still ship it out

Giggidy

I order a radiator from Chelsea Supplies this morning and received 3 emails ie receipt, order confirmation and invoice. None of these had any info about the items I just ordered, just shipping and billing details. I found this strange because that defeats the point of an invoice, how else can I confirm or have proof of what I just ordered. I contacted the company via live chat and the customer service person was very unhelpful, asking me if I was having a bad day and I need to stop stressing after I queried why I need to send the email back to the email address they sent it from. I just wanted an invoice to be sent confirming what I ordered and he asked if I wanted to just cancel. Eek!

At this point I didn't feel confident with ordering from this company and asked if I could cancel the order and get a refund. I also sent an email request, and was told it would be done within the hour. I was also told over the phone they would sent a cancellation email but several hours later, still nothing. In the time I asked to cancel they did manage to send a item has been shipped email which seems as though they may have done this to cover themselves and say its already been shipped.

What are my rights here, my credit card company says they cant cancel a pending transaction only the merchant can. If Chelsea Supplies still sends the goods out, can I refuse to accept delivery when they arrive? I don't want to be charged for delivery and having to return goods when I already cancelled before they supposedly shipped it out.

km1500

You can cancel an online order any time up to 14 days after receipt I believe.

If the item is faulty or not as described then they pay return postage.

I would just wait and see what, if anything, turns up

DullGreyGuy

Obviously know nothing about this company, its size or processes but either due to using drop shippers or automated fulfilment its often not possible to stop an order from being dispatched once it gets to a certain stage.

So yes, best course of action is to refuse delivery so they are returned by the courier but sods law means the courier will just leave it on your front door and mark it as left in a safe place.

sheramber

https://chelseasupplies.com/delivery-and-returns

Delivery Times

Deliveries are done in our own vans, by our own staff. We typically deliver within 2 - 4 days of order being placed. However, if you live in a remote location delivery may take longer, up-to maximum of 7 days.

Once your order is placed, our office will call you to confirm the exact delivery date and time. On the day of delivery our delivery driver will call you 1 hour prior to delivery and confirm he is on route.