'What Do You Mean I Can't Cancel It?'
By Janey1966
@Janey1966 (24170)
Carlisle, England
March 28, 2013 4:40pm CST
In my groggy state I think I should stop surfing the internet as I've just done a spot of 'virtual shopping.' I've ordered something by accident.
Unfortunately, on the NEXT website, once the SUBMIT button is clicked (even though I haven't paid any money for the items, namely bedding and some curtains) it's ordered anyway, rather like a catalogue.
So, once the confirmation order came through via email I rang the number on there (international) and was passed onto a caller in the UK, who then told me that the call shouldn't have been passed onto her lol. I then told her that I wanted the order cancelling and she said, 'We can't cancel an order once it's been confirmed!'
HUH?!
Apparently, what I have to do tomorrow is refuse to accept the parcel, then it just gets sent back via the Courier without me having to pay anything..a bit like me receiving a parcel, then returning it myself at a later date.
John seems to think it's all going to go pear-shaped and the Courier will keep coming round until I take the parcel.
Not gonna happen my friends.
Anyway, ordering stuff online isn't John's forte but I'm still unhappy that I couldn't cancel the order before it arrives!!
Don't you just LOVE internet shopping?
Unfortunately, on the NEXT website, once the SUBMIT button is clicked (even though I haven't paid any money for the items, namely bedding and some curtains) it's ordered anyway, rather like a catalogue.
So, once the confirmation order came through via email I rang the number on there (international) and was passed onto a caller in the UK, who then told me that the call shouldn't have been passed onto her lol. I then told her that I wanted the order cancelling and she said, 'We can't cancel an order once it's been confirmed!'
HUH?!
Apparently, what I have to do tomorrow is refuse to accept the parcel, then it just gets sent back via the Courier without me having to pay anything..a bit like me receiving a parcel, then returning it myself at a later date.
John seems to think it's all going to go pear-shaped and the Courier will keep coming round until I take the parcel.
Not gonna happen my friends.
Anyway, ordering stuff online isn't John's forte but I'm still unhappy that I couldn't cancel the order before it arrives!!
Don't you just LOVE internet shopping?7 people like this
19 responses
@lelin1123 (15595)
• Puerto Rico
28 Mar 13
Here in the States and Puerto Rico when ordering you have to put in a credit card number or bank account number before anything is ordered. So as many times as I have been shopping online I never accidently ordered something. I also think if I ordered something and decided to change my mind that I would be able to cancel before they shipped it out. I believe they give you a day to three days to cancel. I hope they don't keep coming back with the parcel in order for you to pay for it. Be strong and keep turning them away if you have too.
1 person likes this
@Janey1966 (24170)
• Carlisle, England
28 Mar 13
I do know that NEXT use individual Couriers for such deliveries, so, hopefully, it will be a nice friendly chap that I can just turn away if need be. Mind you, I could ignore the call altogether and he won't have a choice but to return the parcel undelivered.
1 person likes this
@wilsongoddard (7291)
• United States
28 Mar 13
Hopefully, the courier doesn't just keep bringing the package back to you.
I've never accidentally ordered anything. Of course, I've never browsed online stores when I was terribly groggy.
1 person likes this
@Janey1966 (24170)
• Carlisle, England
28 Mar 13
NEXT has a weird ordering system, I must say. Usually, there is the option to remove items from your basket but there was no such thing on this site.
Usually, with NEXT they use individual Couriers so, hopefully, the guy will understand and just send the parcel back for me.
1 person likes this
@inertia4 (27961)
• United States
3 Apr 13
I would go as far as calling the manufacturer and also the credit card company to make sure nothing gets charged. I will not stop until it is canceled. Look, I am sure you don't ned the hassle. Just make sure you did not enter a credit card number. Because most places I buy from online, well every place, they require you to enter your credit card number to order a product. They never send it to you without paying first.
@Janey1966 (24170)
• Carlisle, England
16 Apr 13
It's finally happened today and I'm very happy about it.
@Janey1966 (24170)
• Carlisle, England
31 Mar 13
No, once he's told to return the parcel he won't be returning with it to the house..trust me.
@lmosgrove (33)
• United States
16 Apr 13
These days of non customer service are so frustrating! A company I have to deal with has a website which gives a customer service number, but there is no way to get a human on the customer service menu. The customer service number refers you back to the website-and there is no way to send an email to the company through their website.
@Janey1966 (24170)
• Carlisle, England
16 Apr 13
How annoying! I received an email off next telling me that my balance on the account will be refunded, so I won't owe them any money, thank goodness!
@cutepenguin (6431)
• Canada
29 Mar 13
That's really frustrating. I cannot see why you can't just cancel the parcel, and I think it's inefficient for them to waste the courier's time like this.
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
Yes, I thought that too. Fortunately for the Courier though, he was able to deliver a floor lamp I'd ordered from BHS a few days ago at the same time, so at least he wasn't wasting his time. He is returning the NEXT parcel for me.
@GardenGerty (157907)
• United States
29 Mar 13
Most of the time I do like it, however, I bought something that I thought was something else. I just received it today and OH No it is not what I wanted, but it may be a sign that I need to use it anyway and continue looking for what I wanted. I got a piece of music when I thought I was getting a book of music. Hmmmmm.
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
It's so annoying when that happens. Was it the fault of the site or..er..yourself? I take it you're going to keep the piece of music?
@ctryhnny (3460)
• United States
29 Mar 13
Yes, I do love internet shopping it's the only way I can really shop and get my items delivered since I don't drive. As long as I've been buying on the net I have never come across this problem and I'm sorry that you have. Just don't accept it like they told you to do and you should be fine although I'm sure they have already deducted the money from you account and you will have to wait to get it refunded.
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
Fortunately, on the ordering page there is an option to 'Pay now' or not. I chose not which is just as well.
Anyway, the Courier will return it for us but at least I've kept the floor lamp he also delivered, from BHS lol.
@derek_a (10874)
•
29 Mar 13
Hi Janey, With my experience of Couriers, they leave a note if you are not in and invite you to collect or rearrange re-delivery. With the post office, it says that if the parcel is not picked up in a certain amount of time (can't quite remember how long), then it will be returned to sender. I wouldn't think they would keep calling over and over. I am sure that it is the law of the land that if we don't want an article, we don't have to take it. And then there's the cooling off period, but I think that it different for different sorts of purchases. Good luck with this, I am sure you can just refuse delivery... 
_Derek
_Derek@Janey1966 (24170)
• Carlisle, England
29 Mar 13
Yes, Derek, it's all been sorted. The poor Courier tried delivering our BHS floor lamp (which John accepted) and the bedding/curtains from NEXT but John told him we didn't want the latter. Apparently, it's a common occurence with NEXT products so I reckon it's the site that needs sorting as it's far too easy to order. Usually, on sites, we can review our orders and even cancel them there and then if need be. With this one it just went straight through to my email as a confirmation. Very naughty if you ask me!
@dawnald (85135)
• Shingle Springs, California
29 Mar 13
Huh, lousy customer service. Every time I've made a mistake on an order and called up right away to change it, I've had no problem at all.
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
That's usually the case with me but NEXT must be an exception, probably due to the fact the items were in stock with next day delivery. Very frustrating not being able to cancel over the phone, though.
Anyway, it's been sorted today. The Courier is returning the parcel for me. There are no costs involved and I hadn't paid anything online either, which is just as well because it totalled over £150!!
@changjiangzhibin89 (16560)
• China
29 Mar 13
I haven't ordered something online.You ordered it by accident but you couldn't cancel it.It sounds like there is a touch of "what is done can't be undone."
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
John's off today so he was able to answer the door when the Courier came. We accepted the floor lamp but not the NEXT order, which will be returned. Apparently, it happens a lot with NEXT orders so I reckon it's too easy to order stuff on there, otherwise there wouldn't be so many returns!
@bjc66bjc (6730)
• United States
29 Mar 13
Well I hope the courier will not attempt to deliver it to you
and then it will eventully be returned to the place you ordered
it from...But do you have to sign for the package because it all
depends on the courier they may leave it at the door if there are
no instuctions not to leave at the door..
But I have never heard of such...That why I don't order from the
internet often..Christmas was my very first time ordering from
the website...Not something I like to do....
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
To be honest, it's usually plain sailing ordering and receiving stuff from the internet. I never have any problems, even if I have to return something. In this case it's the ordering process on the NEXT website that is at fault - in my opinion.
The Courier is returning the parcel for me so that's a relief!
@doroffee (4222)
• Hungary
29 Mar 13
It's weird. Well, in my country, there is a law actually that says that you have 8 workdays after your order to cancel it, without any explanation. This is fine for accidental orders like that. But I've done once the same as you. I ordered some stuff online, chose the "in person at the store" paying method, and I went to their shop twice, and I could not get into the building, and I tried to call their customer service number, but it wasn't in work. So I stopped going for it, and left the site a message where I explained quite in a sassy manner how not content I was.
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
That's annoying. What happened to the order, was it sent back eventually?
Fortunately, the Courier has sent the NEXT order back on my behalf.
@wolfie34 (26771)
• United Kingdom
29 Mar 13
Can't cancel it? I have never heard of anything so absurd, what sort of Mickey Mouse company are they running? Surely they haven't parceled it up and packaged it within the timeframe that you wanted to change your mind? Where's the cooling off period, where's the common sense? If you went to a shop, you have statutory rights etc, but it seems there are no customer protection when buying online. I have to say that I agree with John here. But then they haven't encountered you! (said of course in the nicest possible way!)
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
Apparently, with this particular order (totalling over £150, yes I have expensive tastes when I'm shopping 'virtually' lol) it was next day delivery. Amazingly, the Courier turned up this morning with the NEXT parcel AND the BHS lamp that I wanted. He agreed to send the NEXT parcel back as he said it's 'common' for orders to be made in error this way. I hope they submit their website on UserTesting sometime as I'll have some scathing words to say if they do!
@rekhum (2420)
• India
29 Mar 13
Yes, it just sounds ridiculous! Unless, if you have pressed some 'Yes I confirm' buttons in your groggy state. Nevertheless, it's costing you nothing to refuse the delivery. Here the online shopping sites are doing the 'dog-eat-dog' business. They offer you Cash on Delivery and the delivery person will come the very next day to your doorstep. You could actually open your package, check the stuff, feel it, etc and confirm and signed the receipt. I just love online shopping. Convenient, competitive pricing, order stuff in your laid back mood, relax and expect them to drop the stuff st your door step and even try them on before you sign the receipt. It's awesome.
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
Usually I have no problems ordering and receiving stuff off the internet. This particular incident was unusual and rare, I'm pleased to say.
The Courier will be sending the parcel back on our behalf as we didn't receive it, so to speak. He was OK about it as he said it's 'common' him having to send stuff back to NEXT. Seems to me there may be a flaw in their ordering service. If they ever submit a test on UserTesting I shall be able to let them know about it then lol.
@BarBaraPrz (45679)
• St. Catharines, Ontario
28 Mar 13
My friend Juanita fell for the old $5 trial offer scam not realizing that she would continue to be sent product and billed full price unless she cancelled. Well, she went on two weeks holiday and when she came back had all these packages waiting for her and a bill of about $500!
@Janey1966 (24170)
• Carlisle, England
28 Mar 13
Nice! Well, NEXT are supposed to be a reputable company here so if they give me the runaround I'll be on the war path. I'm like the Incredible Hulk when I'm angry lol.
@jenny1015 (13366)
• Philippines
29 Mar 13
I go crazy sometimes , too while browsing on some online shops. And I did made the same mistake as you did. But the seller would not send the stuff unless I send payment. Her threat was I would be placed on a BOGUS BUYER ALBUM of hers to inform others that they should not do business with me. So, instead of ruining my reputation online, I just paid for the stuff. I wasn't really happy about it, so I just gave it to my cousin instead.
@Janey1966 (24170)
• Carlisle, England
29 Mar 13
That's unfortunate. Some people can be a bit 'off' can't they but I guess, with NEXT being such a large company, they don't mind when something has to be returned. At least I didn't pay them any money beforehand, otherwise I'd be £150 down!
