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problem with an internet order
7 Answers
I ordered �150 worth of goods from Argos, and I had written confirmation that it would be delivered on a certain date, as I had to take a day off work for the delivery and I needed it urgently.
The goods were not delivered on the prearranged date and I immediately cancelled the order and got the goods from another source. The company told me it could take up to 10 days to retrieve the order from the courier and after that time I would be refunded.
However on the 9th day, the courier company attempted to deliver the order to my home, so I don't think Argos have done anything about cancelling my order.
In the meantime I attempted to obtain the refund through my credit card company as I didn't see why I should be out of pocket. They first told me that I had to wait 30 days for them to deliver unless it was on a prearranged date, then they said that I should give them 30 days anyway in case they try to deliver. I don't want to tell the credit card company that they have tried to deliver in case this slows down getting my refund.
Surely I should be able to cancel my order, what is my next step, trading standards? It is now 18 days since I made the payment.
The goods were not delivered on the prearranged date and I immediately cancelled the order and got the goods from another source. The company told me it could take up to 10 days to retrieve the order from the courier and after that time I would be refunded.
However on the 9th day, the courier company attempted to deliver the order to my home, so I don't think Argos have done anything about cancelling my order.
In the meantime I attempted to obtain the refund through my credit card company as I didn't see why I should be out of pocket. They first told me that I had to wait 30 days for them to deliver unless it was on a prearranged date, then they said that I should give them 30 days anyway in case they try to deliver. I don't want to tell the credit card company that they have tried to deliver in case this slows down getting my refund.
Surely I should be able to cancel my order, what is my next step, trading standards? It is now 18 days since I made the payment.
Answers
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I think you may have to sit this one out and just wait for your refund.
My understanding of these things is that being given a delivery date does not constitute a 'contract' in legal terms. There is usually some small print that says that it is just a suggested delivery date and that no reponsibility can be accepted for failed delivery etc. etc.
This is a pain when you've had to take time off and waited in all day, I know, but there's not really alot you can do.
If the delivery / receipt of goods date was critical, the order should have been marked 'Time Is Of The Essence', the provider given the option to accept the order, and the necessary arrangements agreed.
Argos would probably have declined to accept this kind of order, as their workflow is probably not set up to implement it, and they would not want to risk a possible penalty or order cancellation if delivery wasn't made on a specified date.
I'm not sure about your statutory rights to cancel your order because of this, but I should imagine that Argos will accept it under their 'satisfaction guaranteed' or somesuch 'promise' - though I have a feeling that they are not obliged to accept the cancellation of your order, as they would be allowed 'a reasonable time' to fulfill your order. ('Reasonable' is one of those unspecific terms in law - but I think allowing 30 days to fulfill your order would be deemed 'reasonable')
If they have agreed to you cancelling, just accept that you may have to sit it out while you wait for your refund.
The BBC website is usually a very accurate source of consumer information. Here's a quote:
# If the goods do not turn up and you�ve made it clear that you wanted them delivered on a certain date then you are entitled to cancel your order.
# If you have a firm delivery date and you have waited in but they have not arrived you can claim compensation from the trader for the cost of taking time off work.
# If you�ve had to cancel an order because of a delivery delay and have to go elsewhere you may be able to charge the retailer for the inconvenience.
And here's the link:
http://www.bbc.co.uk/bob/deliveries/
Hoping that this might help,
Chris
# If the goods do not turn up and you�ve made it clear that you wanted them delivered on a certain date then you are entitled to cancel your order.
# If you have a firm delivery date and you have waited in but they have not arrived you can claim compensation from the trader for the cost of taking time off work.
# If you�ve had to cancel an order because of a delivery delay and have to go elsewhere you may be able to charge the retailer for the inconvenience.
And here's the link:
http://www.bbc.co.uk/bob/deliveries/
Hoping that this might help,
Chris
Your credit card compnay should pu the amount into query - this will show up on your statement and they will not charge you any amount for this disputed amount. They will then investigate your claim (after all tehy need to make sure you haven't received it and are pulling a fast one) which obviously takes time.
Once they have establishde that you are not in possession of the goods, they will refund your money. Obviously you are not out of pocket in that time as they will not charge you interest.
Hi Chazza
I used to work for Argos a few years ago and think I can help.
It sounds as if the delivery hasn't been cancelled as you suspect, either that, or the item hasn't been returned to the depot by the courier. The refund wouldn't be processed until the item had been returned to the originating source.
I would call the phone number on the receipt, which I assume is Argos Direct, explain again the non delivery and request to have the item refunded. Explain also about the attempted second delivery. They will investigate the problem for you. Explain it is the second time you have had to contact them to resolve the issue and you expect a prompt refund. It is their problem to resolve and not yours.
A gentle threat that you'll seek legal advice always helps to resolve these issues
A request of compensation in the interest of customer service and for your inconvenience may also produce an Argos voucher.
Good luck
I used to work for Argos a few years ago and think I can help.
It sounds as if the delivery hasn't been cancelled as you suspect, either that, or the item hasn't been returned to the depot by the courier. The refund wouldn't be processed until the item had been returned to the originating source.
I would call the phone number on the receipt, which I assume is Argos Direct, explain again the non delivery and request to have the item refunded. Explain also about the attempted second delivery. They will investigate the problem for you. Explain it is the second time you have had to contact them to resolve the issue and you expect a prompt refund. It is their problem to resolve and not yours.
A gentle threat that you'll seek legal advice always helps to resolve these issues
A request of compensation in the interest of customer service and for your inconvenience may also produce an Argos voucher.
Good luck
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