now not so positive feedback

[ik9000]

Firstly this isn't a moan - some positive feedback about possible improvements.

Background:

I ordered some stuff last week. One item was out of stock so I got messages saying the order was being delayed. Still got emails for last few days reconfirming the held status. On a trip to the Scan site today I saw all the items are now shown as being in stock - but I've not heard anything from Scan, and order still hasn't entered picking. I really need one of the items so have reordered it today. Then I found I couldn't cancel the first order online. Call to customer services sorted out refund on 1st order no problems... the guy on the phone was helpful and it all got sorted quickly. Big thumbs up there. But...

Questions/suggestions:

My query is, why if products are back in stock does original order seem to grind to a halt? Is there a way this could be improved?

Also, would there be a way for orders that haven't entered picking and are being held for cancellation option to be added via the Scan My Account area? This would have saved me an 0871 call to Scan CS - which has probably cost me a few quid courtesy of mobile phone charges.

[ik9000]

Have just had an email telling me that items entirely listed as "in stock" on the scan website at time of order are being delayed due to "volumes at Scan's warehouse". Can someone clarify what's going on. Is this a trigger happy auto response or is it a wider issue? Please can you advise likely ETA for the order?