[kertionderf]

Summary....

I ordered a phone from a website. Then i rang my existing company up for a PAC number transfer code....got a better "renewal" offer from them and canceled the order i just made with the website. All this in about 20 minutes.

Because the company was closed then, i sent it through e-mail system on their website.

12th Aug - 18.00 hours

I'm very sorry but i wish to cancel an order i made about 15 minutes ago! After ringing for PAC code my existing company has just given me an offer which i could't turn down, so i've opted to stay with my current contract provider. My order number is "377910".
Thanks alot,
Chris

A day later (13th Aug) i check my inbox.....at 18.10 (an hour after they close) i get an email saying my order has been dispatched. [cursing]

So i go back the the site and send an other email.

13th Aug - 19.08 hours

I've already filled this form in yesterday stating i wished to CANCEL an order i made.....only to find an email at 6.10pm in my inbox today stating the order has been shipped. The order was canceled not even 20 minutes after i made it because i was given a better offer by my current supplier. I cannot ring you now because you are closed. I will not accept the phone when it is delivered because i am not paying to send something back i canceled before it was dispatched. I recieved a confirmation email saying you have recieved my previous "enquiry". "We will be in touch shortly" is what it said.....that was over 24 hours ago.

Chris

To which they were so hasty to reply to...
First Email -
This morning at 09.15 i get an crappy email with all the crap about cancelations and stuff (generic email) with no human input.

Second email-
15 minutes after that came, another comes in response to my second email.

Dear Chris Bardgett,

In regards to your email, I would not advise that you refuse the parcel. I would advise that you accept it and post it back yourself. If you refuse the parcel it can take anything up to 21 working days for royal mail to return it to us. This would mean the contract will be outside of the 7 day cancellation period by the time it got back to us. If this happened your contract would not be cancelled. However it is up to you what course of action you take.
By placing an order with us we assume that you are certain that you want what you have ordered. If you change your mind you have to let us know but calling us is the best way to make sure dispatch is cancelled. Unfortunately emails are not the best way to let us know you wish to cancel as they can sometimes be over looked. I have forwarded the return/cancellation terms to you.

Kind regards.
Customer service

To which i want to stick my middle finger up at....

This is NOT my problem. i am NOT paying for it.

So i reply with this -

have refused the phone and have been told by royal mail that it will imediatley be sent back to you. The parcel will be untouched and unopened, exactly the same state it was sent out in.
When i placed the order i was certain i wanted the phone+contract... but following your instructions for number portability it states to -
1) Place order.
2) Ring existing contract supplier for PAC.

Having done it in this order i was unaware that my current supplier would give me an even better deal when they found i was going to cancel.
May I put it forward to your company that you remove "Order Cancelations" from the email form supplied on your website, because as you say, they are "overlooked" sometimes. Having ordered the phone after closing hours though this was the only way for me to send a cancelation. It is not my fault if the email is overlooked for 24 hours.


Thanks,
-Chris

Then they reply telling me that they have made me aware if i dont send it back i will still be bound to the contract. I just left it at that.... F*** them i didn't sign anything.....it's their fault, their ignorance.



I know i'm not the best at keeping my cool....you don't have to tell me that but it makes me so annoyed.

Comments please?

[IrrettelatWet]

Then they reply telling me that they have made me aware if i dont send it back i will still be bound to the contract. I just left it at that.... F*** them i didn't sign anything.....it's their fault, their ignorance.

Er, really? I take it you read their Terms and Conditions before you ticked the box that read 'I accept these terms and conditions'. No? So who's ignorance is really to blame? Why don't you accept the box and post it back? How much is that going to cost you? 5? 10 pounds?

10 pounds to end an issue that can other wise drag on and cause you extended hassle, bother and cost. They have a 7 day cooling off period they are advising you how to proceed. Why make life more difficult for yourself? Will Royal Mail be paying the cost of your contract/cancellation fees if it does take them over a week to get the phone back to them? Obviously the whole situation sucks but there is one simple way to work through it. So you loose a few quid but you soon have your nice new phone from your original carrier to play with.

[usaguedriedax]

What the last poster said - you entered the agreement and as such, you have to follow the correct proceedure to correct your error.
TBH, I think it's quite reasonable on their part and you're getting out of it relatively easily.

BTW, how old are you - it seems like rather juvenile behaviour.

[Lhtfajba]

Just get someone with power on the phone and complain to them. It works in most retail to get whatever it is you want, even if for free [cursing]

[qQVXpYM6]

The legal requirements are that they are INFORMED within 7 days and the parcel is sent, NOT that it is recieved (and since you tried to cancel the order it really should be at their expence). They do not have a legal leg to stand on

[kertionderf]

The legal requirements are that they are INFORMED within 7 days and the parcel is sent, NOT that it is recieved (and since you tried to cancel the order it really should be at their expence). They do not have a legal leg to stand on

Exactly!


I cancelled before they posted.

and...

For us to consider a cancellation outside the 7 day cancellation period there must be no usage outside of the 7 days, the handset/packaging must be in perfect condition and all of the kit must be returned. There must not be any damage to any of the items, or any tape, stickers etc stuck to the box. If you have already received your free gift that must also be returned to us at the same time. The gift must be unused/unopened or a cancellation will be refused. Please include a letter with your name, address, order number and reason for return.

The reason i got mad is because this happened with a Dell laptop once, i emailed and rang them. They actually said it was cancelled but it still came, then i had a right do on the phone with the woman... she was saying i had to keep it!



Anyway it's resolved now, they emailed me.

I ain't bending over for some company

[kertionderf]

They have a 7 day cooling off period they are advising you how to proceed. Why make life more difficult for yourself? Will Royal Mail be paying the cost of your contract/cancellation fees if it does take them over a week to get the phone back to them?

I know about the cooling off period and when i enter a contract, i do read terms and conditions. But i cancelled before they posted....i was just standing my ground

EDIT: Royal mail said it would be sent back straigt away and they would be paying for it.


Anyway, all's well that ends well! I'm clear of a contract and they got their phone back. Royal mail payed for it . Not a bad days work [thumbup]