Canceling a late delivered order

[Kevin_Q]

I needed to get wifi access for my wife while she is in hospital. I was advised what to purchase by Vodaphone on-line on 14th Nov before ordering a R207 Mobile Wi-Fi and a K5150 4G data dongle. - the transcript is available if needed.  I was faithfully promised that they were in stock and would be delivered in 2-4 days. This was a specific requirement of the order as they were needed for a short time only (this time around). 

They were not delivered as promised, I had a holding email from Vodaphone saying that they were waiting for manufacture  would I be told how long I had to wait in 3 days. I heard nothing more so I chased it up on line after 6 days - another long chat and promises made - transcript available again. Still nothing - no email and no product.

It's now too late! How do I cancel my order?

Thanks

[BandOfBrothers · Accepted solution]

If the item is on delay or back order then yes you can cancel. You'd need to ring Customer service on 191 and ask them to be put through to the department that can process the cancellation. The frontline agent cannot cancel for you. 

If the item was in stock then you'd only have a short window of opportunity to cancel. Usually within the first hour.  After that you'd have to take delivery and then send it back within the first 14 days of recieving it. 

[Kevin_Q]

Thanks for the swift response. I guess I'll have to wait for the eventual delivery then and hope there are instructions on how and where to return it. I can't face yet another prolonged support call being passed on from one advisor to the next. I should have bought the items from a real shop I suppose.

[BandOfBrothers]

You're welcome.

Have Vodafone given you a delivery date ?

Are they saying its in-Stock ?

If it's out of stock, on delay or back order you can ring them to cancel as per the first part of my reply post.

[Kevin_Q]

No delivery yet.

I'm currently on hold after dialing 191 and been passed from person to person. Six so far after 35 minute and I havent found anyone who can deal with it yet. I'll keep you posted. I hope my phone battery hold out.

[BandOfBrothers]

Ok. 

Best of luck. 

[Kevin_Q]

After 50 minutes I finally spoke to someone who informed me that the order has already been cancelled on the system.  I don't know how but if it is true I'll be very happy. There's no email confirmtion yet.

[BandOfBrothers]

Good news. 

Perhaps look in any spam style in boxes for any email confirmation if they have sent one. 

[Kevin_Q]

Nothing in junk folders or inbox but I'm not holding my breath.

I was told that they don't take the money out of your account until the goods are actually despatched so if they're not coming I just need to keep an eye on the credit card statement next month to confirm it.

Thanks for the advice.

[BandOfBrothers]

Very Welcome

That's correct advice. 

However it cant harm just to keep an eye on your Bank account in the interim.