Tweet
So here's the problem
I ordered a product online, and it was ordered for repeat every 12 weeks.
A couple of days after the first order arrived I received an e-mail confirming they were dispatching a repeat order as requested after 7 days.
I e-mailed them immediately saying this was not correct and to cancel the second delivery - but too late, the following morning they had taken £75 from my bank and the goods had been dispatched.
I e-mailed them again and had a response to say they had a problem with their ordering system which had incorrectly set repeat orders to 7 days, and said they would arrange collection of the item at no charge and refund me when they received the goods back.
I pointed out that I had not requested the second delivery and that they had therefore incorrectly taken money from my account without my authorisation and should refund immediately, and the collection/return of unrequested goods was their problem. They refused.
The goods were collected 5 days later (Tuesday) on a 48 hr delivery service.
having heard nothing by Monday the following week I contacted the supplier again and on Tuesday received confirmation that the goods had not yet arrived repeating that I would get a refund when they had received the goods.
I checked with the courier this morning (Weds) to be told the goods were delivered the previous Friday,
Once again I contacted the supplier to be told they would look into it but no refund was due until they could confirm they had in fact received the goods.
So can anyone confirm where I stand with this - what are my legal entitlements.
I ordered a product online, and it was ordered for repeat every 12 weeks.
A couple of days after the first order arrived I received an e-mail confirming they were dispatching a repeat order as requested after 7 days.
I e-mailed them immediately saying this was not correct and to cancel the second delivery - but too late, the following morning they had taken £75 from my bank and the goods had been dispatched.
I e-mailed them again and had a response to say they had a problem with their ordering system which had incorrectly set repeat orders to 7 days, and said they would arrange collection of the item at no charge and refund me when they received the goods back.
I pointed out that I had not requested the second delivery and that they had therefore incorrectly taken money from my account without my authorisation and should refund immediately, and the collection/return of unrequested goods was their problem. They refused.
The goods were collected 5 days later (Tuesday) on a 48 hr delivery service.
having heard nothing by Monday the following week I contacted the supplier again and on Tuesday received confirmation that the goods had not yet arrived repeating that I would get a refund when they had received the goods.
I checked with the courier this morning (Weds) to be told the goods were delivered the previous Friday,
Once again I contacted the supplier to be told they would look into it but no refund was due until they could confirm they had in fact received the goods.
So can anyone confirm where I stand with this - what are my legal entitlements.
Comment