Click and collect WICKES

tomc111

Hi 

I purchased two items at wickes, via click and collect (total value £29). when I went to collect them at the store, they said that, as it was over two weeks since I placed the order, that they would have cancelled the order and refunded me. I therefore just bought the items in store. I then checked my online account which showed a status that the order had been collected.
I went back into the store and told them, they looked at their system and responded that the system shows them as collected using a collection pin and there is nothing they can do in store and that I needed to speak to customer services. 
After several calls, cust services has told me the store is saying they have been collected and I would need to take it up with the store! 

What is the best way to resolve this?  Wickes is unwilling to rectify / covering their tracks. Should I contact police, credit card charge back, dear CEO letter to wickes? 

Thanks 

Tom 

Aylesbury_Duck

tomc111 said:

Hi 

I purchased two items at wickes, via click and collect (total value £29). when I went to collect them at the store, they said that, as it was over two weeks since I placed the order, that they would have cancelled the order and refunded me. I therefore just bought the items in store. I then checked my online account which showed a status that the order had been collected.
I went back into the store and told them, they looked at their system and responded that the system shows them as collected using a collection pin and there is nothing they can do in store and that I needed to speak to customer services. 
After several calls, cust services has told me the store is saying they have been collected and I would need to take it up with the store! 

What is the best way to resolve this?  Wickes is unwilling to rectify / covering their tracks. Should I contact police, credit card charge back, dear CEO letter to wickes? 

Thanks 

Tom 

Don't call the police for such a trivial thing, for goodness sake.

Speak to your card provider about a chargeback.  Wickes may contest it, if they have evidence that it was collected by a unique PIN that only you (and they) knew,

Okell

It seems a bit strange to me that Wickes would initially tell you:

tomc111 said:

...when I went to collect them at the store, they said that, as it was over two weeks since I placed the order, that they would have cancelled the order and refunded me...

And then when you went back to them after checking your account they told you something completely different:

tomc111 said:

...I went back into the store and told them, they looked at their system and responded that the system shows them as collected using a collection pin and there is nothing they can do in store and that I needed to speak to customer services...

I think I'd want to know why the first time - rather than checking the status of your order on the system, which I would have thought was the correct action - they simply told you that your order would have been cancelled after two weeks.  Why didn't whoever you spoke to the first time check the system to make sure it had been cancelled?  And without checking, how did they know the order was over two weeks old?

I think before going down the chargeback route - which I suspect might not work as I'm sure Wickes will dispute it - you should make a written complaint.  It seems highly suspicious to me that they would just tell you that your order had been cancelled without confirming on the system that it had been.  Depending on how convenient it is for you, you might first want to go back to the store and put that to them.  (But do it tactfully without accusing anyone of not doing their job properly or accusing them of any wrongdoing.  Just give them another chance to refund before making a written complaint...)

born_again

tomc111 said:

Hi 

I purchased two items at wickes, via click and collect (total value £29). when I went to collect them at the store, they said that, as it was over two weeks since I placed the order, that they would have cancelled the order and refunded me. I therefore just bought the items in store. I then checked my online account which showed a status that the order had been collected.
I went back into the store and told them, they looked at their system and responded that the system shows them as collected using a collection pin and there is nothing they can do in store and that I needed to speak to customer services. 
After several calls, cust services has told me the store is saying they have been collected and I would need to take it up with the store! 

What is the best way to resolve this?  Wickes is unwilling to rectify / covering their tracks. Should I contact police, credit card charge back, dear CEO letter to wickes? 

Thanks 

Tom 

Wonder if when staff member went into your account they marked them as collected?
So what date do they show as being collected?

Have you actually been debited for the Click & Collect?

sheramber

You were told it would have been cancelled but did anybody check if it had been cancelled?

It does sound as if it was marked as collected when you called.

Did they tell you what date it was supposed to be collected?   if it was the same date that you called then that imply it was  marked incorrectly.

Bradden

Wickes Click & Collect orders are held for a maximum of 48 hours so leaving it two weeks to collect is likely to cause issues. Easy with hindsight .. not having a go at the OP. 

Okell

Bradden said:

Wickes Click & Collect orders are held for a maximum of 48 hours so leaving it two weeks to collect is likely to cause issues. Easy with hindsight .. not having a go at the OP. 

You're right:

"Orders will be held for 48 hours from the time we send our e-mail to confirm that your order is available for collection. If you have not collected your order within this timeframe you will be contacted by the store. We reserve the right to automatically cancel and refund any orders not collected within 5 days"   Terms & Conditions | Wickes.co.uk

I suppose it come down to the question a couple of posters have asked but the OP has not answered: has he been charged and not refunded for the original click and collect order?