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Online order cancelled by arnotts

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  • 01-01-2020 10:11pm
    #1
    bunty2008
    Registered Users Posts: 38 ✭


    Bought an expensive item in behalf of my 7 yr old son yesterday - he had been saving for it. It was 50% of so finally he could afford it. I got a confirmation of the order and an order number which I kept a screen grab of. It was collection - in - store.

    I did not get a confirmation email from them so I rang customer services. They confirmed my order was all OK.

    I was in town later so I visited arnotts to check when they expected the order to be ready. I was concerned that if I wasnt receiving their emails I might not get the collection notification from them. I was told "i can see your order was accepted so it is fine and it should be ready around Friday or Saturday."

    At this point, I told my son about the purchase and he was wild with excitement. He's asked a it 15 tones since when we can collect.

    Tonight, I get an email apologizing that they have oversold the item and will refund me.

    Can they do this? I actually don't even know how to tell my son!

    B.


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    #2
    ytpe2r5bxkn0c1
    Closed Accounts Posts: 32,688 ✭✭✭✭ytpe2r5bxkn0c1


    Your son's age, excitement, the number of times he asked about it, your calling in to the store etc. are immaterial.

    Yes they can. All offers would be while stocks last. It's tough but it's a downside of buying online as opposed to in store.


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    #3
    the_syco
    Registered Users Posts: 37,302 ✭✭✭✭the_syco


    bunty2008 wrote: »
    It was 50% of

    [snip]

    Tonight, I get an email apologizing that they have oversold the item and will refund me.
    Sounds like they got rid of the remaining stock of an item that they had. What was the item? May be something similar elsewhere.


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    #4
    Sleeper12
    Registered Users Posts: 17,087 ✭✭✭✭Sleeper12


    bunty2008 wrote:
    Can they do this? I actually don't even know how to tell my son!


    Yes they can do this. They can cancel your order for any reason. Its one of the few rights an online store has. You have even better rights. You can receive an order, open it and examine it. You can keep it for up to 14 days & then change your mind & return it for a full refund.


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    #5
    bunty2008
    Registered Users Posts: 38 ✭bunty2008


    OK. Now I'm getting madder. I wondered how they chose to cancel people's orders. Was it first come first served or did they just cancel everybody. On that basis, I went on line again. They seemed to have one left so I ordered it. This time, I got a confirmation email. Wtf is going on with their system. I'll ring them tomorrow to find out if this second order is real or not.


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    #6
    anewme
    Registered Users Posts: 11,951 ✭✭✭✭anewme


    bunty2008 wrote: »

    Can they do this? I actually don't even know how to tell my son!

    B.

    It may come through the second time, if not, then tell him the truth. No other option.


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    #7
    ytpe2r5bxkn0c1
    Closed Accounts Posts: 32,688 ✭✭✭✭ytpe2r5bxkn0c1


    bunty2008 wrote: »
    OK. Now I'm getting madder. I wondered how they chose to cancel people's orders. Was it first come first served or did they just cancel everybody. On that basis, I went on line again. They seemed to have one left so I ordered it. This time, I got a confirmation email. Wtf is going on with their system. I'll ring them tomorrow to find out if this second order is real or not.

    Rather than cause any confusion calling them, why not wait and see. Go collect it when it's in store and surprise your son with it?


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    #8
    bunty2008
    Registered Users Posts: 38 ✭bunty2008


    Decker Flat Forefinger wrote: »
    Rather than cause any confusion calling them, why not wait and see. Go collect it when it's in store and surprise your son with it?
    we've gone way beyond this. He thinks it's coming on Saturday. I'm going to have a broken hearted kid in the morning!!


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    #9
    splinter65
    Registered Users Posts: 9,420 ✭✭✭splinter65


    bunty2008 wrote: »
    we've gone way beyond this. He thinks it's coming on Saturday. I'm going to have a broken hearted kid in the morning!!

    Never ever tell a child that something is coming/we’re going somewhere nice until the item is in your house and it’s exactly right/you are putting their coat on to leave. All you are doing is setting them up for a disappointment and yourself for a headache.


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    #10
    Xterminator
    Registered Users Posts: 4,740 ✭✭✭Xterminator


    Hi Op

    Its really bad customer services, but not breaking the law, or your rights or anything like that. To answer you question, yes they can do this.

    I think you should make a formal compliant and explain the disappointment this has caused.


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    #11
    antix80
    Registered Users Posts: 2,419 ✭✭✭antix80


    How about you just pay the extra 50%?

    Ring and reserve is a bit pointless when you see the terms and conditions of ring and reserve.


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    #12
    XVII
    Registered Users Posts: 338 ✭✭XVII


    happens all the time tbh, not just with arnotts


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    #13
    Truckermal
    Registered Users Posts: 6,047 ✭✭✭Truckermal


    What was the item?


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    #14
    HildaOgdenx
    Moderators, Social & Fun Moderators, Society & Culture Moderators Posts: 7,144 Mod ✭✭✭✭HildaOgdenx


    I had a similar experience with Arnotts.
    It wasn't a reduced item, but after getting the confirmation email, they then emailed to say that they had run out of stock. Seemed fair enough, tbh.


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    #15
    gordongekko
    Registered Users Posts: 5,301 ✭✭✭gordongekko


    He'll surely get over it. Hes bound to have got a lot of stuff for christmas.


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    #16
    is_that_so
    Registered Users Posts: 32,136 ✭✭✭✭is_that_so


    bunty2008 wrote: »
    OK. Now I'm getting madder. I wondered how they chose to cancel people's orders. Was it first come first served or did they just cancel everybody. On that basis, I went on line again. They seemed to have one left so I ordered it. This time, I got a confirmation email. Wtf is going on with their system. I'll ring them tomorrow to find out if this second order is real or not.

    I had a similar experience in trying to buy a piece of furniture online. Order was confirmed until it got to the warehouse, at which point I got a very nice email telling me it was out of stock. It's the nature of buying online, thankfully a rare one. My read of it with bricks and mortar retailers also being online is that the same supply feeds both.


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    #17
    is_that_so
    Registered Users Posts: 32,136 ✭✭✭✭is_that_so


    bunty2008 wrote: »
    we've gone way beyond this. He thinks it's coming on Saturday. I'm going to have a broken hearted kid in the morning!!
    TBH there's a lesson in there for both of you. Unless it's very, very specialised you will be able to get it again. I'd also suggest having a chat about all of it and as others have said manage expectations.


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