Urgent Order delayed without reason, really annoyed

[Enverex]

I placed an order sometime Sunday daytime, payment was authorised and taken Sunday evening. I check on Monday afternoon that it's all still in stock and it is, great. I get a text message while I'm out at 9pm saying my order has been delayed due to an out of stock item... what?!

I get home and I don't have any emails saying anything or even WHAT is out of stock on my order. So I decide to go back onto my order and check all the quick-links for every single item on my order and see which one it is... low and behold EVERY SINGLE ITEM on my order is still marked In-Stock.

Guys, what are you playing at and why is my order (that was scheduled to be delivered tomorrow) delayed and I'm only informed at 9pm in the evening without even details of what is supposedly out of stock?

I'm supposed to be admin'ing and watching over certain things and I can't do that without my desktop working again which is why I needed to get something built ASAP but now it's been postponed for an unknown amount of time.

***removed by Admin - scan will still be able to see it***

Thanks.

[staffsMike]

Should edit the invoice number out and PM it to one of the scan guys.

[Enverex]

Ok, it seems it's the Samsung F1 drive which is out of stock (WHICH IS STILL SHOWING IN STOCK ON THE WEBSITE! Very misleading and it's cost me a day). EMail server had gone down but I didn't know as I'm having to try and get my laptop running to get online.

Can you cancel that drive from the order please and continue with it. I'm guessing there's no chance of me getting it Tuesday now... argh... really fuming right now (I was going to order the whole lot from eBuyer in the first place but I thought I'd go with Scan as they work with Hexus... regretting that now).

[kopite]

Call them up at 9 and talk with the cs team they should be able to sort everything out with u on the phone.

THey are usually really helpful and will do everything they can to make sure your order is sortted

[Chris P]

Enverex

Apologies for the delay too you order .. We did inform you of this delay by e-mail on the day the dispatch was due...

To clarify the reason your order has been delayed is due to a stock discrepancy on LN 20978 - 1000 GB Samsung HD103UJ Spinpoint F1, SATA 300, 7200 rpm, 32MB Cache, 8.9 ms, NCQ.

This stock discrepancy has now been rectified so the stock status will update shortly, preventing this particular issue from happening again.

As requested the LN 20978 has been removed from your order and a refund arranged, the order will be despatched out tonight for delivery tomorrow.

Apologies for the inconvenience this has caused you – I can assure you issues like this are isolated and we are working hard to reduce the isolated issues even further.

I hope your faith has not been dented to much and if there is anything else I can do for you please feel free to contact me directly.


Status Emails

Invoice Printed Email Sent 01 June 2008 21:33:28
Payment Authorised Email Sent 01 June 2008 21:34:57
Picked Email Not Sent
Despatched Email Not Sent
Declined Payment Email Not Sent
AVS Failure Email Not Sent

View all status emails

Delayed Emails
Email Date Success
02/06/2008 True

[Chris P]

Enverex

Update

We have now resolved the stock discrepancy and located stock so we can fulfil your order.

I can confirm at this stage that the order has successfully been picked and despatched to City link in full including LN 20978 . If you need to track it further you can use the City Link job number confirmed by e-mail.

Your order will be delivered tomorrow on a 9am - 6pm service via City Link

Best Regards

[Enverex]

I should probably be happy but I just ordered the Hard-Drive from Amazon via expedited delivery, lets hope they let me cancel it...

We are preparing these items for dispatch and this part of your order cannot be cancelled or changed. Need information on returning an item?

Well it seems I'm ****ed as there isn't enough money in my bank to cover both orders so HSBC are probably going to ring me shortly and scream at me.

[Chris P]

Enverex

If the order has not been despatched you have the right to cancel the order.

The Payment for the SCAN order has already been processed so possibly the payment for your Amazon order placed after wards has not cleared as yet?

[Enverex]

I tried to cancel the order for the Amazon drive around 10 minutes after actually placing the order (I got notification about your addition to this topic like 8 minutes after ordering it). It wont let me cancel it on my account page due to it saying what I quotes above, ringing their customer service line results in them hanging up on you (it rings once, stops then you get a solid "hung up" tone) and the same happens if you use their "Call me" service so I've resorted to emailing them (which they'll probably not read for several days anyway). Wonderful.

Honestly how can I not cancel an order that I placed less than 10 minutes before hand and then get stonewalled when trying to actually speak to someone about it... really starting to hate ordering online in general

[Mossy]

I hope you can see although ordering with Scan is not ALWAYS problems free but when an issue does arrise we do go out of our way to help you. I would suggest you log a query via email you have rights to cancel.

Please feel free to let us know how you get on.

Regards

[Chris P]

Enverex

Following our conversation we actioned your request to continue with the order in full.

Best Regards

[Saracen]

I tried to cancel the order for the Amazon drive around 10 minutes after actually placing the order (I got notification about your addition to this topic like 8 minutes after ordering it). It wont let me cancel it on my account page due to it saying what I quotes above, ringing their customer service line results in them hanging up on you (it rings once, stops then you get a solid "hung up" tone) and the same happens if you use their "Call me" service so I've resorted to emailing them (which they'll probably not read for several days anyway). Wonderful.

Honestly how can I not cancel an order that I placed less than 10 minutes before hand and then get stonewalled when trying to actually speak to someone about it... really starting to hate ordering online in general

Are you a business buyer or consumer?

If the latter, then under the Distance Selling Regs, it looks to me (though don't take my work for it) that you already have cancelled the order, by sending that email. If so, and the goods still show up at your door, it might be the best bet to just refuse to accept delivery on the basis that you've cancelled under the DSR. If you are a consumer, and have notified the seller in the way the DSR requires, and as along as the goods aren't one of the excepted contracts (and it doesn't look like they are) then simply notifying them in the mandated way cancels the contract, If they then take days to read it, it's their problem.

If, on the other hand, you're a business buyer, then much of the DSR doesn't apply.

[Enverex]

Consumer.

I finally managed to get through to Amazon, the guy said because I chose Express Delivery that it's too late to cancel but, as you said, to refuse it at the door when it arrives. I'm guessing that's still going to cost me the £8 postage though which sucks quite a bit, also my family aren't that good at remembering things, which means chances are if one of them answers the door (because I'm out) they wont remember to reject it, OR they'll end up rejecting the Hexus order instead/as well.

The nightmare continues.

[Saracen]

Just to be clear, your email did make it clear that you were cancelling?

Amazon probably wouldn't be a problem anyway, but your right to cancel under the DSR is dependent on that notice of cancellation being in a "permanent form", unless the seller agrees otherwise. So, to be on the safe side, don't rely on that phone conversation - if your email didn't specify that you were cancelling, if I were you, I'd confirm that in "permanent form" .... i.e. not by phone.

[UseItNow]

Another testament to Scan's commitment to service.

Enverex, I hope your build goes well and all is sorted with Amazon soon.

[Enverex]

Just to be clear, your email did make it clear that you were cancelling?

Amazon probably wouldn't be a problem anyway, but your right to cancel under the DSR is dependent on that notice of cancellation being in a "permanent form", unless the seller agrees otherwise. So, to be on the safe side, don't rely on that phone conversation - if your email didn't specify that you were cancelling, if I were you, I'd confirm that in "permanent form" .... i.e. not by phone.

I had to fill in some stupid online form so I don't have a copy of what I wrote, but I basically said that I had placed the order by mistake and that I would like to cancel it but the account page isn't letting me cancel is due to it saying it is already being picked. So yes, saying "I would like to cancel the order" I'd think is clear enough.

I got an email at 4pm while I was at work saying it's been dispatched... *sigh*