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★☆☆☆☆

“very bad cancellation experience”

written by inlewes on 06/02/2018

Ordered an oven booked for 2nd Feb delivery. They emailed back saying they now couldn't deliver on 2nd and can do 5th. I called and said I might not be able to do 5th. They said you will get a slot day before and can change delivery date then. I got text on Sunday saying delivery was 1pm to 3pm the next day. I can't do that so I called the number in the text that said 'Call this number to rearrange delivery'. I called. They were closed because (as I now understand) they got the manufacturer to deliver and don't open on a Sunday so I couldn't rearrange. So I called Monday morning. They said it's already out for delivery but I'll cancel that delivery and we'll be in touch to rearrange. No one called that day so I called back the next day and they said it's no longer in stock (my oven was 'restocked') and wouldn't be in stock again for 5 days at least. I needed it before then for fitting so I called to cancel the order. I cancelled the order and was not told there was a cancellation fee. I then ordered from elsewhere. I then receive an email from Appliances direct and at the bottom it says they will charge me £59 for late cancellation. I call to complain. They say it's in the terms and conditions. I look but there's no mention of £59. They say they will reduce it to £44 and they think this is acceptable behaviour. They may be legally in the right, of which I am still not sure as the number I called to rearrange was to a closed shop, but I found this totally unacceptable and upsetting that they would not concede they were in the wrong.

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