David headons profile

Reviews (1)

Pixmania

Unable to cancel order when item still at depot

I bought a Samsung S27A950D monitor from Pixmania on Friday 10th February.

On the saturday afternoon I checked the price again and it had dropped from £500 to £420.

I phoned up on the Monday morning at 09:00 (closed on weekends) to either get a reduction in the purchase price or cancel my order (still hadn't been dispatched so thought this was a reasonable request).

Lee from customer services said it was already on a pallett at their depot and I can't cancel or receive a credit for the difference?? He said I would have to refuse delivery when it arrived and then the order can be cancelled. THE MONITOR WAS STILL AT THE DEPOT.

I then requested to speak to a manager to discuss the issue and his reply was 'no, a manager will tell you the same thing'. I insisted on speaking to a manager but Lee refused.

I eventually managed to get a name out of him for his manager Wendy B. I then called back and spoke to a female this time who tried to put me through to Wendy B but she was 'on the phone' and would get back to me by email.

I demanded she call me within an hour or I would be calling back to complain. She never called or emailed. I then received a dispatch notification at 03:00 this morning.

So the monitor was sitting on the pallett for 19 hours where they could have easily cancelled the order.

CCL1323109845

Tuesday, February 14, 2012

Reply from www.pixmania.co.uk

Hello
Thank you for your review. I am sorry to hear that your product became cheaper after you ordered it and that you could not cancel.
Once the order has gone into preparation we can no longer cancel it. Our warehouses can dispatch up to 10,000 products a day, and to cancel at this point would cause interruptions to all of the orders.
I have contacted you directly today by email and have offered a solution in order to resolve the situation as soon as possible.
Kind regards
Rachel
rachel@pixmania.com
Pixmania
Mediator

David headons profile

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David headon
Reviewer
Male, 1978
Newport, United Kingdom

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