Why can't I cancel my order?

[spaceharrier]

I ordered a 3XS system from Scan but had to cancel it. Scan were very quick to take my order and respond to sales queries but they are refusing to give me a refund.

My order has not been built and shipped, yet they are refusing to cancel it.

Does anyone else have experience with this company in obtaining a refund?

This is the worst service I've seen. They are actually arguing with me, explaining why it's best not to give me a refund and instead advising me to change the order so that they keep the money. With Ebuyer, all I have to do is submit a form and the refund is processed quickly.

I have submitted numerous forms and emails to Scan to ensure that they are received, however, I haven't received a single response.

[Chris P]

spaceharrier

If you can post your invoice number we can work with you to resolve the issue, which has caused you to request to cancel your order.

Best Regards

[spaceharrier]

I have lost complete faith in Scan which is why I want to cancel. However, if it will make things faster, I have offered to Scan that I will order £562 worth of parts and then get a refund for the remainder (the original order was for £750). This should be faster than issuing a refund so I'm prepared to go along with that.

The problem is that I'm not receiving any responses back for my cancellation and webform requests. As it stands right now, Scan have had £750 of my money since 23/07 and I have no goods to show for it.

[spaceharrier]

spaceharrier

If you can post your invoice number we can work with you to resolve the issue, which has caused you to request to cancel your order.

Best Regards

My invoice number is <edited>. All I would like is some response from Scan. Up to now, they are being completely silent and ignoring my requests for support, instead choosing to hold on to the money and not do anything.

[Chris P]

spaceharrier

We have not been ignoring you, Lee P, one of my Sales agents tried to call you on the 31st July but received no answer and no option to leave a voice mail, he tried again on the 2nd August 9:13am and e-mailed you as well to confirm we have been trying to get through to you.

We then received 18 e-mails from you today from 9.30am to 10:37am?.

As your build has not been started we are able to cancel the build, based on your last e-mail today you are looking to amend the order with parts only, which can be done by contacting the CS dept on - 0871 472 4747 ( Option 1 ), any refund due can be processed against the same Invoice Number, which will also be arranged by the CS dept.

Best Regards

[spaceharrier]

Please cancel my order and refund my card as you previously said you would. You said that this would be done right away. Please confirm if you have done this. I have said before, the reason for the numerous emails and webforms is because I am getting no response via email. This is also the same reason for the forum. Please just cancel my order, refund my card and confirm please. You did say that this would be done right away.

[Chris P]

spaceharrier

A full refund has been arranged as requested.. Please allow 3-4 working days for the refund to appear in your account.

Best Regards

[spaceharrier]

Well when a shop issues a refund, I can normally phone my bank and they can see that the refund has been requseted but not cleared yet. Can you tell me if you have actually instructed the bank to refund, or is it that a different department issues refunds and they take a day or two to respond?

[Chris P]

spaceharrier

We will contact you as soon as the refund has been processed, which should be today at some point.

Best Regards

[spaceharrier]

I checked with my bank and there have been 3 debits on my account.

One for £750.04 (23/07/2010) which was for the 3XS system that has been cancelled.
One for £26.31 (29/07/2010) which is for 2 fans that I have ordered since then (in a seperate order completely) and I'm awaiting that delivery.

But there's also a debit for £22.29 (02/08/2010) which is seemingly unaccounted for. What is this for? My account history shows that I only made 2 purchases with these invoices:

#edited# (23/07/2010)
#edited# (31/07/2010)

So why have I been charged £22.29 today? That charge is not on my Scan account history but it is on my banks pending transactions. I phoned the bank and they confirmed that Scan have debited that amount.

[DavidM]

The 22.29 would be for the order you placed on the 31st, at approximately 7pm.

[spaceharrier]

I'm sorry that was my mistake in the invoice numbers. I have 3 Scan debits on my account but I've only ordered 2 items (the 3XS system and fans).

What is this debit for?
£26.31 (29/07/2010)

I understand that £22.29 (02/08/2010) is for the fans I'm waiting for and £750.04 (23/07/2010) is for the 3XS system. But what is £26.31 (29/07/2010) for? I've not ordered anything else.

[Chris P]

spaceharrier

You emended your system order, resulting in an extra £26.31 being taken. This will be refunded along with the original amount taken.

[spaceharrier]

Thank you, I'm sorry about this, my head is just in circles since that was literally all my money. Thank you for following this up for me.

[spaceharrier]

I'm checking my credit card pending list of transactions and it's not showing that Scan has requested a refund, is there a problem? Will it be done tomorrow?

[DavidM]

As we close at 5:30 pm - this cannot be checked until opening hours tomorrow.

However, I'm sure someone will check on the status as soon as they can and update the query you have submitted on our site.