What should I do?

[ChuckyWucky]

Hi.

 

I went PC World yesterday, and I ordered a Packard bell gaming PC package X 2.

 

They don't have it in stock, because they don't keep them in store. However, I have found another deal which suits me as paying 900 x 2 = 1800 is too much.

 

How can I get a refund? My items have not been delivered, they said it will take 7 days, and now holidays are here, so may be a little longer.

 

Can someone please tell me how I can cancel my order I and get it refunded please...

Edited December 29, 2009 by ChuckyWucky

[Renzokuken]

umm.. go into store, with your reciept and ask to cancel the order.

 

Obvious really.

[ChuckyWucky]

Ok.

 

I did that today, but the 'Manager' said that they dnt have some kind of change in mind policy. I bought two of these and paid for one using my debit card and the other using my credit card.

 

What options do I have? Apparently, they can't cancel the order because there is nothing wrong with it .

[ChuckyWucky]

I am actually quite frustrated, you see.

[cirian75]

I'd get your credit card company to pull back their cash.

 

and go and harass the "Manager" on the debit card one.

 

 

I bet you can cancel as they are "not in stock"

[ChuckyWucky]

I'd get your credit card company to pull back their cash.

 

and go and harass the "Manager" on the debit card one.

 

 

I bet you can cancel as they are "not in stock"

 

No. They said that they do not hold the current machines in the store, they have to order from else where and then get them deliverd to me. If I get it pulled back from my credit card, where does that leave me? What can PC World do against me? Refusal of payment?

 

Also, I need to get both of these cancelled..

[cirian75]

from the PC World website

 

"Cancellation (Delivery items only)

If you have chosen to have your order delivered, you can cancel your purchase at any time either

before or up to 28 days after delivery by:

 

+

 

 

 

+

 

 

 

Returning the product to one of our stores (please bring your receipt with you and the card you

paid with, so that it can be credited); following the 'Returns' instructions in your delivery

documentation;

 

Phoning us on 0844 561 0000- please have your order reference number and delivery details to hand;

"

 

 

PC World Returns, Cancellations and Refunds Policy

 

 

you can cancel, the manager is lying to you.

[ChuckyWucky]

Sorry, I meant they said that they do not have those machine in store, they have to get them from else where, then get them delivered to me.

[ChuckyWucky]

He said that the website differs from instore policy... and I do not have the product, it hasnt been delivered yet...

[cirian75]

A- I assume they are not custom made to order?

 

B- they are being delivered to home, making them "Home Delivery"

 

 

you have the right to cancel as per their own policy linked in my last post.

 

go back with that printed out and cancel, the manager can not say no.

[cirian75]

He said that the website differs from instore policy... and I do not have the product, it hasnt been delivered yet...

 

 

lol, thats bollocks, you cant have two sets of customer policies.

 

If you dont get satifaction tell him you going to the local trading standards.

[ChuckyWucky]

A- I assume they are not custom made to order?

 

B- they are being delivered to home, making them "Home Delivery"

 

 

you have the right to cancel as per their own policy linked in my last post.

 

go back with that printed out and cancel, the manager can not say no.

 

Hi, they are not custom made to order. They are being deliverd to home yes. I quoted the website, he said its different to instore.... im so confused, and frustrated..

[cirian75]

he is trying to confuse you.

 

go back with a strong willed friend and force the issue hard but fair.

 

 

when I have issues like this I am not a pleasant person to deal with when people try this crap with me, I will get my way, car dealers espsh hate me in the end, I get chosen by my friends to go along when they buy cars because I mechanicly minded (do own car maintance) and I shoot down car dealers trying to pull fast one.

 

stand your ground, and force him to obay company policy.

[ChuckyWucky]

Unfortunately, there is nobody at hand. Is there any one higher up in the ladder I can contact?

[cirian75]

general store manager id say.

[ChuckyWucky]

General store manager? But he said he is the manger :S

[cirian75]

how old was he?

 

I'll bet he is just a supervisor grade with a "Manager" title

 

Go back and force him, or his senior manager to follow their own "home order" rules.

 

 

refuse to leave till you get satisfaction, make a scene, be loud, make sure other customers can her you, enlighten the other customers when they ask whats going on, be brave and firm.

[ChuckyWucky]

I dunno how old he was. He had a badge with his name and undear neath 'Management Team'.

[ChuckyWucky]

and I asked him, if I could speak to the manger, he said he is the manager, dont knwo what more i can do...

[cirian75]

there is no easy fix.

 

you need to go back a confront the manager.

[ChuckyWucky]

there is no easy fix.

 

you need to go back a confront the manager.

 

Man. He will simply not accept it! I tried everything from threats of trading standards..

[barracad]

Sorry, it's not what you want to hear - but unfortunately you have no automatic rights to cancel your order, and you won't be able to do a chargeback via your credit card provider as has previously been suggested.

 

If you ask nicely they may consider giving you a refund as store credit, but this is not guaranteed and is over and above your statutory rights. The advice you've been given in the store is quite correct - they don't have to give you a refund just because you changed your mind.

[Renzokuken]

DSGi store policy states that prior to delivery and 28 days after delivery, the goods may be returned or the order canceled for a full refund. If the goods are canceled after delivery then the delivery charge cannot be refunded, the goods must be unopened, unused and in their original packaging, unless of course faulty, which falls outside the scope of this topic. This is a company wide policy enforced both on and offline.

 

DSG don't stock custom built PC's so they won't be a custom job.

 

Long and short of it, your entitled to cancel your order at any point before delivery, the manager is just trying to keep your cash in his till. I'd suggest ringing the helpline on your reciept, tell them to contact the store and instruct them to give you a full refund and cancel the order, make sure you get a reference number and the name and team number of the person you've spoken to. Go into the store armed with this, if they still refuse to give you a refund I'd suggest asking them to ring customer services, if they refuse to ring them, ring them yourself on a mobile and make the manager speak to them if he refuses he'll look very bad in the eyes of the rep your speaking to and you should have no problems getting them escalate it to the medics team. Once your done get the manager in question's name and if possible, rank, and write a detailed account of how he has broken company policy, and how unprofessional he's made himself and his store look.

Edited December 29, 2009 by Renzokuken

[ChuckyWucky]

Hi guys, thanks for the above reply, I appreciate it highly.

 

Renzokuken, where can I get the policy? I asked the manager for it and he said that i'd need to get it from customer services (surely he is lying).

 

I am going to ring them in the morning and go in armed. If it is possible getting the policy online that would be highly great full, as then I can print out the policy with highlighted important bits

[cirian75]

same link I post earlier.