Unasked cancellation and refund after email stated shipped

grahamlerwill

Hi, I bought a TV on 4 Dec 25 from a .co.uk website after asking google ai 'is this a real company?' and getting a positive answer.  It is a UK LDT with a companies house nymber..  I have since checked what they say in 'about' on the website and the answer is a 'european online retailer' for a chinese company.

The price was the lowest I could find - about £200 less than currys, and less than £1000 delivered.  I paid with paypal as my bank debit card was declined by my bank (I don't know why).

I got a confirmation email on 4 Dec 25 - 'your order has shipped' with order number and delivery date of 8 Dec 25 and a tracking number for AIT home delivery.

I got another email 6 Dec 25 - 'order rejected' - your orders will be returned - we noticed your orders have been refused. you will see order status as cancelled. you will be automatically refunded within 5 days

(i have recieved the unasked for refund)

I spoke with their excellent customer service on sat 6 dec (press 1 for english, 2 for chinese) and she suggested there was a delivery problem such as lost/broken - I would need to re-order.  I explained, that I wanted the item to be delivered as ordered, but the only option was to re-order.  I ended the call and tried to do so to note the price had gone up by £200.  I called again and explained the price rise and she said she would speak to her supervisor about the original price (presumably today/monday).

I sent them an email on 7 Dec quoting order number and history with added wording about consumer rights of 'I would wish to note that Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015. Time is essential. Please deliver the item without undue delay and by 10 Dec 25'.

Today, I checked the terms and conditions and noted:

Where *** accepts the order, *** will confirm such acceptance by sending a confirmation that the order has been dispatched ("Order Confirmation"). The Contract in relation to the Product(s) ordered will only be formed when *** sends the Order Confirmation. After entering into the Contract, *** is under a legal duty to supply the Customer with Products that are in conformity with the Contract.

Is 'shipped' different from 'order confirmation' from 'dispatched'?  Confused!

Thank you in advance

rgds Graham

littleboo

Who is the retailer?

grahamlerwill

I thought I wasn't supposed the name as I still hope to see an answer from them today.  Happy to post after call with them about 0900 hrs.

Thanks Littleboo

Aylesbury_Duck

I suspect you've had a lucky escape.

Keep_pedalling

grahamlerwill said:

I thought I wasn't supposed the name as I still hope to see an answer from them today.  Happy to post after call with them about 0900 hrs.

Thanks Littleboo

Your thought is wrong, please let us have the company name. 

grahamlerwill

Ok, it's JD.com trading as joybuy.co.uk.

soolin

Just a quick glance would raise some issues for me, some strange wording generally and some unclear terms. I also don't like the fact they seem to anticipate banks refusing to confirm card use with them - makes you wonder what the banks can see that we can't.

A lot of it is explained away by mentioning this is a Beta site, and a soft launch - but it still manages to look like a Far east company going to lengths to not look like a Far east company, with possibly European warehouses?  

Also transaction fees suggest potentially a currency exchange potentially
7.2 Customers should be aware that online payment transactions are subject to validation checks by the Customer's card issuer and Joybuy is not responsible if the Customer's card issuer declines to authorise payment for any reason. Please note, it is possible that the card issuer may charge an online handling fee or processing fee. Joybuy is not responsible for this.

I personally would not be spending any real amounts of money with this company. 

mr_stripey

if you've got your money back then you've had a lucky escape I think

Walk away and buy from a reputable seller

grahamlerwill

Thanks Soolin, that makes sense on the bank card, and I appreciate the viewpoint on the company.

I particularly interested in the cancelled order and forced refund followed by a price rise situation as it is the second I have experienced in the run up to christmas.  The first was a bobovr headset (Meta VR headset ancilliaries) via amazon uk (£40 rise).  On that occasion I did purchase at the higher price, which amazon customer service commited to pursue a refund after delivery.

It feels like a variation of bait and switch with lack of clarity when an order is 'confirmed' or 'dispatched' and hence whether a legal contract is in place.

Please may i ask for any further advice on this aspect?

Rgds

Graham

Aylesbury_Duck

Do you really want to send them another £1000 and see what arrives (or doesn't?)

As I understand it, different retailers consider the contract formed at different points, but many seem to have dispatch as the point of confirmation.  If an order was cancelled by the retailer after the contract was formed then I believe there is something like a "loss of bargain" route a consumer can take.

For something of this value, buy from a reputable retailer that offers a decent warranty alongside proper UK consumer rights.  

Pollycat

mr_stripey said:

if you've got your money back then you've had a lucky escape I think

Walk away and buy from a reputable seller

Don't walk!
Run!
Run like the wind!

One look at the items this company purports to sell would put me off.
Why are they selling Morrisons jumbo raw king prawns, tins of spam, Morrisons red kidney beans?

I think you've had a very lucky escape.