Buying on-line

[Katiebee]

Two weeks ago I ordered on-line 2 items from Orange.co.uk. The money has been taken from my account. The confirmatory e-mail told me delivery would take place in 2-5 working days, and if there was a problem I would be contacted. Eight working days have now passed by, and I've had no delivery or any other contact from Orange. I have tried to contact their Customer Services by e-mail but they have not replied. I have, today, at varying times, tried to contact them by 'phone, each time holding on for more than 30 minutes before I finally had to give up. What should I do now? I want to cancel the order, as I could quite easily go into the High Street tomorrow and buy the same items there. But what if the items are on their way? And how would I guarantee that the money would be returned to my account? Help! Thanks.

[nigidivitch]

I reckon that the first thing you should do is send an email (would expect that the address is [email protected]). Then at least you have written proof that you've tried to do something. I would also expect that Orange have some brief period of "send back for a refund if not happy", so check this on their web site and if it is the case then you can go buy whatever it is that you want from the shops and return the gear as soon as it arrives. (Mind you, you can pretty much guarantee that as soon as you buy the stuff again, it will arrive in the post!! Sod's or Murphey's law!!)

[lisaj]

In the UK, buying from a retailer remotely (ie. over the internet) is something that you're well protected against, particular if the purchases never arrive. Keep hassling them and if they continue to ignore you, simply tell your bank or credit card issuer the situation. They should refund your card and chase the matter through the merchant side.

[Katiebee]

Thanks you two. I've already e-mailed them once at their Customer Services address, and never received a reply. I've tried contacting them again by 'phone, but I still had to hold on in a queue for more than half an hour. I e-mailed them again yesterday, but I'm not holding my breath for a response. I've trawled their website and can't find anywhere to cancel an order and, despite the message on their 'phone line saying the answers to all your questions can be found on the website, well I've looked and I can't see them! What an outfit! Well, I've ordered the same items from another outlet in the High Street and they should be in store tomorrow so, after that, I'll just e-mail Orange again and cancel the order, and then hassle them to make sure I get my money back. Happy Christmas, eh!!

[boognish76]

Did you receive the phone from Orange in the end? Or get a refund? I'm in the same position - I've ordered a phone from their online shop (before I read this obviously!) and they've taken payment but still no phone. Just wondered if I should expect it to actually turn up!

[Katiebee]

boognish - no, I haven't received a thing from them. I've e-mailed their Customer Services again and still no response. I've given up trying to get hold of them by 'phone. I have since managed to buy the 'phones from a well-known catalogue store at the same price, so I am just about to e-mail Orange again to cancel the order and demand a full refund. However, on the basis of their performance so far, I'm not very hopeful of this! I may have to go along the route of lisaj's suggestion and try to get the money back through my bank, and let them have the hassle of trying to get it off Orange! I hope you have better luck than I did but............................! Let me know how you get on, eh?

[boognish76]

Phone turned up! Delivery took twice as long as stated on their website but I suppose that's only to be expected at Christmas. So it looks like you just got unlucky - there's no excuse for the poor customer service though.

[Katiebee]

I'm glad for you boognish! Still nothing at my end though. I e-mailed to cancel the order, but still no response. My only thought is that the phones have been sent and either hijacked by the delivery man, or were left on the step and whipped by a passer-by, in which case how do I prove I haven't received them? If only Orange would get back to me, I'd at least know!