Not impressed with Scan

[iani]

Hi,

I bought a DVD player from Scan on Wednesday 8th August with next day delivery. The item was and still is in stock. The money was taken from my account. However, I received an email saying my order had been delayed due to high call volumes. No indication of when it would be sent. I contacted Scan who looked into it and could not find the DVD player in the warehouse. I've requested a refund but have been told that a refund will be issued shortly.

Some comments:

1. Why does the item say it is in stock but cannot be found in the warehouse?
2. Why was the money taken from my account prior to despatch?
3. What exactly does "a refund will be issued shortly" mean? Will I ever get it or will I have to keep phoning? They were quick enough to take my money - not so quick to give me a refund due to non deliver.

Overall, not impressed. Invoice <snipped>

[Koolpc]

Oh dear, not another Stock / Payment taken problem!!

[SHare]

1. The likelihood was that there was a stock discrepancy, probably a miscount or human error at some stage previously.
2. Its a mixed bag with online retailers, some do, some dont. I personally think they shouldn't until dispatch but I will use companies I trust even if they do.
3. It probably means they are processing your cancellation and refund but remember your bank will apply its clearing times to money going back into your account. Unfortunately this is a problem for e-tailers and high street stores.

[Lee H]

Sorry for any inconvenience caused.

We are working to rectify the system and get the items which have the incorrect average figures, but this takes time and the warehouse manager is currently working to fix a lot of these issues.

As for the funding taken at time of ordering, this has always been the setup within Scan and stops any items being dispatched without payment being taken. The pickers cannot progress the order until the payment has been taken.

In regards to the refund, this has been noted on the OLQ thats been raised for this and as such should take 3 working days to get back to your account.

Best Regards,