I purchased a water dispenser from Homeshop18 on 11th June’08, order no 700272279. After the product was not delivered for next 7-8 days, i called up the call centre to enquire, I was told that courier company has goofed up and thats why it has been delayed, they also shared the ref no. for the courier. I was assured that I will get the product in next 72 hrs. On checking with courier company, the ref no. given to me was not correct, it was for some other product delivery and not mine
From 20th June’08 till date I have repeateadly called their call centre, wrote a mail to their customer service head( who never bothered to reply) and wrote feedback on their website but all I got was assurance that they are looking into the problem
Today morning i.e 22 days after my order, I got a mail from their side stating that the order has been cancelled since the product is out of stock and money will be refunded. The order was cancelled without informing me or taking my consent for the same
I looked at the terms and conditions which states
*"HomeShop18 reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price which may be higher or lower than published. This shall be regardless of whether the order has been confirmed and/or payment been levied via credit card or cheque or otherwise. In the event the payment has been processed by HomeShop18 the refund amount shall be credited to your credit card account and duly notified to you by email or sent by cheque."
They have very cleverly not talked about the time limit for cancellation of the order
What I have failed to understand completely is why it took them 22 days to realise that the product is not available?
Why did they blame the courier agency when it was their own fault?
Why are they scared to write the time limit to the order cancellation because of non availability or any other reason and why should’nt they pay a fine + interest charges for holding my money for 22 days and also for the frustration they have caused?
I hope my post here can cause little bit of damage to their sales