Am I being unreasonable? At 10:38 on Sunday (yesterday) I got my order acknowledgement for a Torx T45socket bit that I thought I would need to bodge out the rounded off allen screw (elsewhere under 'ST2 Cam Belt Bolt'). I discovered that I already had one and got the darned screw out. At 13.01, I sent this: Sorry, can I cancel this order? I only wanted the tool for a bodge job to get a rounded off allen screw out. I discovered that I already has a T45 in stock. If you can refund me – minus any card charges that you incur - then I’d be grateful. The response this morning (Monday) was that it was too late to cancel the order as "Unfortunately once an order has been placed we cannot amend or cancel the order as the paperwork is immediately printed." Later on they told me that as they are closed on Sunday,"Unfortunately we are not open on a Sunday to have been able to cancel the order." At 13.42 today, they send me another email to tell me the item is out for delivery. They have said that they will refund me If I send the tool back recorded delivery stating my reason for a refund. The know darn well that it will be hardly worth the trouble and cost to do that. I don't get why they are being so unhelpful. They have admitted that they are closed on Sundays. The first thing that they would know about the order was on Monday morning when there would be an email to ask for the order to be cancelled. In my little world, why would you go out to upset a customer? As of Monday morning, you haven't posted anything and the customer has asked to cancel. For the sake of a tiny order for a Torx bit, you would rather lose that customer for life in addition to anybody that the story is shared. I do not understand.
Is the tool new & from a business. If yes you’re covered by the distance selling act. Also if yes, did they have purchase terms and conditions visible before you purchased? If not then you may be covered (if the answer to my first Q is yes) to claim for the cost of postage. Under the DSA you do not need to specify why your returning the goods. You also do not need to get RMAs etc.
A substantial sum of money is worth arguing about. You have not stated how much £ you paid for this order, or how much £ you want refunded. You ask are you being unreasonable: if the amount of money is tiny and trivial, then yes you are being unreasonable. If you bought a £19.99 item with a £20 note, would you pick a quarrel about the 1p change?
It's not the money and they have said that they will refund me. It's the attitude. If you order something on a Sunday and email to cancel the order a few hours later then I don't get why they insist on dispatching it despite my email. If I had ordered it at 10 on a Monday and then cancelled it at 4, I would accept that it would be perfectly legit to say 'too late, we have already dispatched it'. An then you would have to send it back for a refund - no question. Yes, I may just write it off as my mistake. |It's just the intransigence then baffles me.
Of course not. I wouldn't even take it and just tell them to put it in the charity box. It's about £10.65. As I said above, its not the money but just their attitude.
They may be. Huge operation with Automated systems from order to despAtch like other companies You order with AmZon and after a few hours it’s too late as the order is processed in their system On the other hand it may be a 1 man band in which case they are just being awkward
I understand where you’re coming from, but having dealt with Cromwell for years, they’re a big concern. They may have been closed on Sunday, but computers never sleep. Your order would have been processed and had a picking order printed in minutes, if not auto picked......maybe even despatched? Likewise, from experience, they’re pretty good at sorting after sales out.
And Halfords, and now Cromwell tools... you're gonna end up whittlin' your own at this rate dude! Being slightly less provocative, there's a branch 30 mins from Berkeley in Brizzle. Might be worth bobbing it down and having a coffee while you're out and making a ride of it. Take your torx bit back and get a refund.
Nothing against Halfords - I just don't need to use them. Amazon I do hate and Cromwell Tools I was just asking about. TBH, I think that I can have a full and happy life by never using all three!
