Can a Website Advertise Items as in Stock When They Are Not?

Originally written by Lorna Elliott, updated by the editorial team on 6th June 2026

A.S asks

Is it ok for websites to advertise items as 'in stock' when in fact they are not?

For example, I ordered an item from an online store that claimed to be 'in stock' with a delivery lead time of approximately 5 days, or the option to pay extra to get it the next day. Two weeks later, I have not received the item or a notification from them. They claim the item did not state that it was in stock and that they have to order it and it would arrive in a further 3 weeks!

They are still advertising the item as 'IN STOCK' on the website.

Why websites show items as in stock when they are not

Ordering something online only to be told it is not actually available is frustrating. Unfortunately, it happens more often than most shoppers would like.

Stock accuracy varies widely between retailers. Large online retailers and major supermarkets often update their systems in real time or close to it, but smaller businesses may rely on periodic updates. When several customers order the same product within a short window, some orders may fail because stock has already gone.

Retailers also depend on supply chains involving wholesalers, distributors and other third parties. A product may show as available based on expected deliveries that then fall through. The retailer at the front end is left explaining the situation to disappointed customers.

Most websites include terms and conditions stating that placing an order does not guarantee the item is in stock. However, the Consumer Protection from Unfair Trading Regulations 2008 require businesses not to act unfairly towards consumers, which could cover misleading stock availability even where terms attempt to disclaim liability.

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When a retailer might be breaking the rules

There are situations where a retailer could be at fault rather than simply unlucky with stock levels.

If a website advertises a product at one price but charges a higher amount at checkout, this may count as misleading advertising. The Advertising Standards Authority sets rules on accurate pricing in adverts.
Charging you for an item they know is unavailable could violate consumer rights under the Consumer Rights Act 2015 or consumer protection law more broadly.
If the business repeatedly advertises products as in stock to attract customers, with no reasonable expectation of being able to supply them, this could be considered a misleading commercial practice under the Consumer Protection from Unfair Trading Regulations 2008.

A one off stock error is very different from a pattern of misleading behaviour. The law aims to distinguish between honest mistakes and deliberate deception, though this is not always straightforward in practice.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

What you can do if this happens to you

If you paid for an item that turns out to be unavailable, you are entitled to a full refund. The retailer cannot keep your money for a product they cannot supply. If they delay or refuse, contact your bank or card provider about a chargeback. Be aware that the chargeback process works differently for debit and credit cards, and is not guaranteed in all situations.

If you believe a retailer has deliberately misled you, you can report them to Trading Standards through the Citizens Advice consumer service. They can investigate businesses that engage in unfair practices. If you are unsatisfied with the response, you may be able to use an alternative dispute resolution service.

For pricing disputes or misleading adverts, the Advertising Standards Authority accepts complaints and can require businesses to change or remove problem adverts.

Protecting yourself when shopping online

Check delivery estimates before ordering. If a website is vague about when items will ship, stock levels may be uncertain. Reading recent customer reviews can reveal whether a retailer has a history of cancelling orders or advertising unavailable products.

Paying by credit card gives you extra protection under Section 75 of the Consumer Credit Act when the single item costs more than £100 but less than £30,000. This makes the card provider jointly liable if something goes wrong.

For detailed guidance on your rights when buying online, visit GOV.UK or contact Citizens Advice.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Online Purchase Rights Checker lets you find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries. Try it now →

93 questions

Ask Online Shopping Rights a Question

OnlineShoppingRights Editor 03/07/2026 at 3:12 pm

@Lesley That's really poor form, especially when you took the trouble to confirm by email first. Under the Consumer Contracts Regulations, they must refund within 14 days of you cancelling, and misleading stock claims can breach the Consumer Protection from Unfair Trading Regulations. If your card is still waiting, raise a chargeback with your bank or a Section 75 claim if you paid £100 or more on credit. Also worth reporting the worst offender to Trading Standards via Citizens Advice.

Lesley 03/07/2026 at 3:06 pm

I have been let down 3 times now when trying to purchase an item that advertises as being in stock, once from the manufacturer and twice from reputable online retailers, I am now £300 out of pocket whilst waiting for my money to be returned, I wouldn’t mind but on the second attempt I emailed the company to confirm the item was in stock and ready to ship to which they replied YES.

OnlineShoppingRights Editor 18/05/2026 at 9:18 am

@Gibbo3163 No, that's not legal. Under the Consumer Rights Act and Consumer Contracts Regulations, if they can't supply the goods within the agreed time and you cancel, you're entitled to a full refund, not a partial one. "Buyer error" doesn't apply here because you didn't make a mistake, they failed to deliver. Escalate the PayPal case to a claim and reject his offer, then report the seller to Trading Standards via Citizens Advice on 0808 223 1133.

Gibbo3163 28/01/2024 at 11:35 pm

I ordered a laser machine online paid the money which was £284 .got receipt for the money but no date when I might it so I gav it a few days phoned the company he said it wasn't in stock and offered me a different inferior machine.which i said i was not interested in.then he said he might be able to get it mid February which is more than the 7 to 10 days he said for postage so i asked for a refund then heard nothing.i went on paypal to get a refund he wants to only send me £84 cause of buyer error is that legal ?

Frangeo 07/05/2023 at 4:04 pm

I purchased two matching lamps online in a sale . Payment was taken then two days later recived an email to say they only had one in the warehouse but I could go to their store 40 miles away to get the other one . I asked if they could get the store to send it to me they said no . I asked if the store could send it to them for them to send to me and they have said no . Help

Bear 17/08/2021 at 3:48 am

I made a order at jcpenny and after a few days they canceled a item saying they no longer had in their warehouse. Every day after that I've checked the item on their site and after 2 weeks they are still taking orders for the item they don't have. Because I made another order and of course it was canceled because not in stock. The item is still listed as available and they are still taking orders for this item. After the original order was canceled I contacted them and ask why the item was still being sold if they no longer had the item. They told me the site would update in a day or 2 to show unavailable. Well as I said it's still listed as available and orders being taken for the item. It's a popular item also. I contacted them a few more times and they continue to say the site will update in a day or 2 to show the item is unavailable. Well like I said it's been 2 weeks and it's still showing available. But this is not the only time this has happened. Jcpenny does this on a regular basis. Take orders for weeks for things they don't actually have in stock any more. As this is a very popular item that's listed for sale I can only imagine how much money they have taken in,put a hold on for credit cards that want be released for a week or longer. I guess this makes their sales look better on the books and then looks like after a week or so when they have to return,release the money because they didn't have the item it will look like it's the customers fault for returning. Because that's what it will show as a refund for return. If this isn't considered blatant fraud I don't know what is. Because right now after reordering the item yet again a couple of days ago I've yet to get anything about the order being canceled but I know it's coming. Just like the other times it took 3-4 days before getting a cancelation email and then a few more for a return refund to show up on my credit card,account. How do these companies continue getting away with this type of fraud is what I'd like to know. Each time they ask if I would like a similar item as a replacement.

Wheely? 25/06/2021 at 10:45 am

I was seriously assaulted, meaning my Nursing career ended and I am now on benefits. It takes me hours to put together an order, because of brain issues and I have to plan meals meticulously. Morrisons, via Amazon do organic bread I can't eat the toxins sprayed on ordinary bread.
Last night I did an order for four loaves, basing my meals around them. They were in stock. I was charged for them. Non were delivered, my money was taken for them and three other items. I now have no money, no plausible meals of any substance and I am told that I will not have the money to buy anything else for 3-5 working days.
I am sure it can be returned as quickly as it is taken.
I feel tricked, manipulated, bewildered, robbed and very hungry.
This is very dangerous for my health condition
I won't be ordering anything from Morrisons on Amazon again.
Let's hope it is a conscious choice, not a more serious reason.

Barts 17/06/2021 at 2:38 pm

I am getting really fed up with this practice. Numerous times recently I have ordered goods and waited patiently for them to arrive, only to find out (when I contact THEM) that the item is on back order/coming from Germany/waiting on a delivery or whatever. I try wherever possible to use small independent retailers so I usually given them a few extra days before chasing, which then adds further to the delay in getting the goods, which is particularly annoying if it's fairly urgent. What really annoys me is that it isn't until I have contacted them to chase the order that I find out I might have to wait weeks for my item. This is terrible customer service. Can you imagine going into a bricks and mortar retailer and being asked to part with money for something, and then be told you have to wait for an unspecified amount of time for it to arrive?

Mav 11/06/2021 at 1:25 pm

The Law hasn't moved with the times.
There should be a clause in the law making it compulsory to inform the purchaser of the status of their purchase at the point of sale. I understand the logistics of the problem but when a person or machine goes to pick an item and it's not there, the purchaser should be informed and either a refund or for the item to be placed a "back order" for the customer with an estimated date of supply to the outlet.

We have all seen the comedic sketch when the shop assistant is asked for an item that is on the shelf behind them but when they go to the computer says to the customer he can't purchase it because the computer said it wasn't in stock.

Chris56 07/05/2021 at 12:24 pm

In my opinion this goes beyond frustrating and I really think it is about time it was clamped down upon and legislation put in place to force sellers to be a whole lot tighter on maintaining their web site's shop facilities. The reason I am on here today is because I have just had an example of a shop showing an item as being in stock, one which is in short supply at the moment, which I needed to complete a project and which, of course, turned out not to be. I have, however, had numerous examples of sellers advertising items as 'in stock' on ebay and Amazon market place and when you place your order, it turns out that THEIR supplier is out of stock - I was absolutely livid when all I got once was an email from Amazon to say I had been given a refund, no reason why, and had to waste a couple of hours chasing them up for an explanation. I firmly believe that this should not be allowed and that both sites should be forced to ban sellers who do not have the goods actually in their possession to sell. The one thing I would say is that there are tools for fighting back; feedback and reviews. ebay and Amazon both seek feedback on every transaction and it is noticeable that the ebay feedback now gives a much larger field in which to describe the reason for your scores, good or bad. Likewise, most retailers of any size will be on Google, Trustpilot or both so if you have a story to tell, give them one star and full chapter and verse. One day, maybe............

xAria 28/02/2021 at 9:09 pm

I've ordered a horse bridle Jan 18th 2021. A week later after not receiving a dispatch email I emailed the seller asking where it was, I was told "it's on order and I will receive an email when dispatched. It's been over 4 weeks since then so I emailed again last week asking if there was an update on where the bridle was (as I know the company that makes them delivers within a week or 2) the 2nd email has been ignored but luckily I paid with PayPal so if it isn't here by March 20th (8 weeks which is maximum time for on order items) I will take it up with PayPal and get a refund.

Aggie 08/02/2021 at 8:28 pm

Hello I have recently ordereda Radley bag from the website,I did get order confirmation money was taken off from my bank account, week after I knew omethinf was wrong so I have decided to e-mail them , they responded after a week saying item was out of stock saying that they haven sent me an e-mail which is completely untrue cause si have checked every folder 10 times. The problem is a company didn’t put in their website that this item is out of stock, when I am trying to contact them they ignore me . Is t legal for them to not inform a client that the item is out of stock and just take the money.

Kez 08/02/2021 at 4:17 pm

Hi,

Is it ok for the retailer to keep cancelling your order when it clearly shows as in stock on the site and app on both sides of app (clearance and non clearance) and they say that it’s no longer available as a clearance product price but if you bought it through the other side of the site it would be fine? And they just say to me that they are working on updating their site.
I wanted the product at the price I ordered it at (twice)! This is not the first time on this site that they’ve cancelled my order.

Growing old to fast 22/12/2020 at 12:04 pm

I would appreciate some advice. My wife bought me a dressing gown (£89) from online "Joules". Item shown as in stock despite it coming from one of their "Friends"
Full payment taken. Two days later order cancelled due to no stock. Problem is that in the first place they state " if they have taken payment" looking online at the hundreds possibly thousands of complaints, they always take payment and "if we do we will refund ASAP" with no time span given, is all they offer. Its been weeks now and there are online complaints that it can take months. The invariable response is to for them to tell customers via Facebook, Trustpilot etc to contact Customer Services which is in fact refusing to take calls or to email which simply generates an auto response that they will reply within 72 hours. If they do reply its simply another auto email. Looking at the number of complaints about this it appears this is a deliberate policy designed to hold on to the customers money for as long as possible.

Now I assume I can get my money back via the credit card company so that's not the issue, but surely there must be somebody that can take action against these people. Do they not have to have a credit license or some such in the UK that can be opposed for renewal? Does the Financial Ombudsman have any power? As you say in the article this feels like fraud.

We are lucky in that having this money tied up is annoying but not the end, but many must need it back simply to spend it again on the gifts they want to give and cannot. All because of what seems a cynical policy that I believe is tantamount to theft.
You are right in that its not always the retailers fault but Joules actually gave an interview stating that it was unable to get supplies and this was its biggest problem, but knowing this they continue to take payments regardless. Thanks

Aud 15/12/2020 at 6:53 pm

I asked for a lemon tablecloth from a well known catalogue, which was out of stock. I was sent a refund saying I could spend my rebate cheque on any order from the catalogue sent over £40. The cheque was dated 24/08/20 and it was valid until 29/9/20. i have no wish to buy anything from this company again.

Lelly 08/12/2020 at 10:07 am

I ordered trainers from well known JD Sports, received daily text to say order was being processed through warehouse and would be with me shortly'
After 10 days got email saying items were out of stock and refund would be issued, yet they are still advertising them on website.
They are using them as 'click-bait' to get you to buy other items

Shep 14/08/2020 at 5:03 pm

I ordered a laptop from a company that said it was in stock. After that I got an email saying it would be delayed a week (a month later) Then another email saying it was delayed another week but their website is still showing it in stock. Surely this is not legal to show in stock when my order has not been filled in nearly 7 weeks.

I spoke with the company today who ignored my concerns and would refund my money if I wasn't prepared to wait but they still could not confirm when they would fulfil my order.

Hoppy68 15/07/2020 at 10:49 am

I purchase item from aheadad I paid for item it was. Paddling pool prices over £145.00 reduced to £12-47 so I ordered it and paid in full next thing got messaged saying that it was a pump for a paddling pool not a paddling pool contacted company they then stated that they have modified the item in question my granddaughter was so upset about this as she gave us her last bit of pocket money to purchase this.. I contacted company all they’ve said is refund Be given plus have good day bye Keep happy.. I’m fuming with this company they are in the wrong here DONT EVER USE THESE ON AMAZON

Frustrated 14/07/2020 at 3:43 pm

Bought an ex display cooker from a marketplace site. After 2 delivery persons never showed up and one month later after being given all sorts of excuses was told I would get refund. After 4 days and no refund started to think how easy it would be to set up a fictitious company selling these goods and keeping money to buy and sell drugs maybe, then after making a profit from drugs refunding my money. Using other people’s money to fund your illegal business and it’s very hard to prove.

Pedl 11/07/2020 at 8:34 pm

I ordered a product online from a Dutch Company. The company have on several ocassion revised the delivery date. Even today I note that they are taking orders online with a suggested delivery date in July 2020. This is wrong as at the same time they are advising backers who backed their project through Crowdfunding that the product will not be available in July 2020. They have consistently set dates for delivery over the past year and have failed to deliver. They state that they are delivering product but aren't, so they are being deceitful. Is this legal to consistently set delivery dates that they know they can't deliver to. To me it would seem they are funding the business through new sales. Is this a ponzi scheme.

Nobikeman 11/06/2020 at 3:40 am

I ordered an item online for click and collect in 24-48hrs from a well known bike shop. It says in stock. Even today on their website it says in stock and available for next day delivery. I paid, got a confirmation email and told to wait for a email. That was 2 weeks ago not heard anything since.
Is this legal to continue to advertise items for sale online and take your money but not contact you?

Dusty 28/04/2020 at 5:01 pm

Hi ... i have purchased a chair which was displayed online as being in Stock; the chair was 'supposedly' collected by the courier but the trail went cold; I call the seller 'Wayfair' and asked what the delay was as it was next day delivery but this was now day 5. I was then emailed to say that the cahir was lost in transit amd they to 'Special Order ' a replacement from Poland which would be delivered by 10th June leaving the factory on the 25th May. I requested to cancel the order as the chair was needed quickly, however Wayfairs policy is not to issue refunds as the chair is a 'Special Order'. I bought the chair under the impression it was in stock and would be delivered- it got as far as the courier but now my money is locked down by Wayfair and they are refusing to refund the money. I was not given a choice to accept the timescales.... do I jave any right to demand a refund?

Bob 18/04/2020 at 3:55 pm

Hello.

Is it legal for a website to list a bunch of Items in stock and then when you order only send the ones they actually have? Now I have to order the missing items another place and thereby pay shipping fees again from another supplier. Is there anything I can do?

Thanks.

John 15/04/2020 at 11:08 am

If a website is doing this deliberately on a regular basis are they breaking the law? I purchased a bike from a website who then emailed me to tell me they didn't have that model, but offered me a newer one for more money. After some investigation, I've discovered that almost every single person who buys from their website has the same issue. I have good reason to believe they are running a scam and that they don't even have stock of the bikes they're advertising to begin with.

I don't want a refund, and I don't want the more expensive bike I've been offered. I want the product I paid for, at the price I paid for it. Where do I stand legally?

Shug 24/10/2019 at 5:06 pm

Hi there, i ordered a set of car floor mats from an online company which said they were in stock, on 16th October, they took payment next morning, 17th, then 2 days later they email me saying sorry they are not in stock and did i want other ones, i said no, so i just ask them to cancel the order, and give me a refund, which they agreed to, its now 24th and i still haven't had a refund, how long should i leave it and what do i do next.

Linda Anderson 31/07/2019 at 2:45 am

I ordered a bike advertised as adult put arrived as toy can I complane as wrong advertising

Mags 29/07/2019 at 8:07 pm

I've bought some boots from a company selling them as seconds or ex display. They have arrived and I have two left boots. Now the company is out of stock on those items , do they have to honor the purchase and send me the correct item even if they are full price ?

Shepherd 10/05/2019 at 11:03 am

I ordered an item from a company that claimed in big letters "guaranteed in stock" and order before 2pm and receive tomorrow.

that evening I get an email, "sorry its not instock and we don't know when it will be"

surely this is false advertising and in breach of some code of practice.

very frustrating

Czarina 14/04/2019 at 1:22 pm

You can still buy the item the is apparently sold out that I told them about

Czarina 14/04/2019 at 1:19 pm

I have bought from a website 9 items on April 9th 2019 I have texted and complained about various things to the company in problem the I have encountered. Such as ordering and item and it being out of stock and having to change my complete order. Now this has happened to me again it is April 14 2019 I still have no tracking detail on my order so I contacted the company because they said by the 13th I'd have my tracking detail. So I contact them to find out they let me buy a sold out item that wont be back in stock till the 19 I have to be in malaga on the 27 for modeling and I told them this last time when it has happened.

Dan 31/03/2019 at 2:49 pm

Hi, I ordered a couple of fishing rods online on the 22nd March, paid in full and got the email saying the rods had been dispatched with an estimated delivery date of the 26th March. On the 28th March the rods still had not arrived so I emailed the supplier with regards. The supplier emailed me back stating that the rods had been delivered on the 25th March and that I should check with my neighbours, which I did not do as the building they are being delivered to is open 24/7. So I emailed them back asking for a signature and time as all deliveries are on CCTV. No response from the supplier. So I called them and explained the situation. The woman said she would call the courier company as they HAD NOT received a proof of delivery. She phoned me back stating that the courier company 'Tuffnells' had 'lost the package' and that she would send the rods out today (28th March). I have emailed the supplier again today (31st March) as I have had no confirmation or email regarding an estimated delivery date. So I looked online at another site and the cost of the rods has almost doubled since my original order date and now I am thinking they are going to try and fob me off with 'we are out of stock' or the 'package has gone missing' again and just offer me a refund of my money. Which would be fine but I have also paid out for two rod bags for the rods which I have already received.

Tippers 29/03/2019 at 1:39 pm

Ordered a pair of trainers from JD on the 22nd March 2019 and the order constantly said processing and that they were in the warehouse ready. On the 28th I had received no update so I contacted them. Today they replied saying they never had them in stock from when I ordered them and they would process the refund which would take up to a week. What are my options here as they gave me no update until I had to enquire and have now just cancelled the order.

Jay 30/01/2019 at 2:05 pm

I ordered some items along with the main item I wanted as it was in stock and on sale at £249 when it should be £349. It said it was still in stock two days after I'd ordered it and until yesterday. I've not record a single message from them until today when I questioned where the items where that I have paid for. I was told that one of the items I ordered was listed as 3 to 6 days before it was available and I'd get delivery next week. So I thought I'd ask about the main item and was told that the sales team are going to ring me about it shortly. This was about three hours ago and I've not heard anything. I've spent £450 here and not heard a word from anyone, anything I can do?

Gary M 21/12/2018 at 9:39 am

I placed an order for a snooker cue and case set for delivery before christmas as a gift. I placed the order on the 14th december and i received this yesterday, however, the case did not come and neither did the extensions. I called the retailer and told them the situation and they said yes we know, its because that case is now out of stock, so we are waiting to get it back in stock to send it out to you. No email, no phone call to ask if i still wanted the set and didnt mind waiting for the case. Apparently they left a note with the delivery order which i haven't been able to confirm yet, but even so, I can't replace the item in time for christmas because they claim they can't get a courier to deliver, I can get a refund but only after sending the item back which means my funds to buy a new christmas gift won't be available until they're back in work January. What can i do?

Angie 13/12/2018 at 11:42 am

I ordered from 2 different companies who have both taken my money but sent me emails saying item delayed due to no stock available, the first item was paid for on 31st Oct, I have since been sent an email on 6th Dec informing me the item will be delivered in 48 working hours, I have not yet received the item and have so far sent 4 emails and called the number in their website with no answer. The 2nd item was over £200 and when order was placed I paid a premium for a Sunday delivery. One day before delivery I was sent an email informing me of no stock and they would email me again when new stock arrived. I asked if they could guarantee delivery before Christmas but was told no. The order was placed on 7th Dec and when the delay email was sent it stated that they were expecting stock on 13th November, so they knew they had no stock when my order was placed. What advice would you give for both situations please?

Chas 06/12/2018 at 4:30 pm

Hi
I ordered a dining table & 4 chairs at the beginning of November and was told I could have it for Christmas, the company was advertising these items at the beginning of December on their website stating a guaranteed delivery for Christmas, the delivery department phoned me today and told me that they could not deliver until 27th December. As I placed the order 4 weeks earlier than their latest advertised delivery guarantee date are they legally obligated to deliver before Christmas

Shergar 16/11/2018 at 10:03 am

Recently purchased a Raymond Weil Frerlancer at 50% off at an online jewellers money has been taken but now shop saying out of stock could I push to wait till item comes back in stock to keep purchase ?

Jp 06/10/2018 at 8:54 pm

Hi I bought an item online a few days later I got an email stating one of the items is out of stock and was refunded for that item but the very next day the item is listed back in stock at a higher price are they allowed to do this?

gothic 30/08/2018 at 11:02 am

Hi I ordered an item from a catalogue showing as in stock but when I rang after more than a week of waiting for an dispatch email I was told that it was out of stock. A week later and they are still showing in stock and when I asked about it they said that are waiting on another supplier but they have not amended their website to state that the item is out of stock.

OnlineShoppingRights Editor 10/08/2018 at 2:59 pm

You can send them back for a full refund.

OnlineShoppingRights Editor 10/08/2018 at 2:18 pm

You are entitled to a full refund for the amount you paid.

Book 10/08/2018 at 8:09 am

Hi, I would appreciate your advise.
I ordered three of items from a website and the items were shown as in stock (3 toys). Order went through and the payment wade through my account.
The items were shipped to me and once the package was received I found out that the wrong items were sent to me (1 of them was the one I ordered and it was included in the package twice and another toy that I did not order). When I inquired with the company they told me that the items I ordered were out of stock. So instead of informing me they decided to send me items I did not order.
What are my rights in this case?
Thanks a lot!

Reed 09/08/2018 at 4:35 pm

Hi, I bought an item that had an RRP of £256 on sale for £115, but then a day later I got an email from the company saying that the item was not in stock. What am I entitled to?

Aggrieved 30/07/2018 at 6:24 pm

Hi I placed an online order accidentally with an online catalogue for several items totalling over £500 (I’ve now deactivated one touch!) and contacted the company with five minutes to cancel. They refused to do so and said I would have to wait until the items arrived and then send them all back at my own expense I managed to get them to agree to pay return as long as all items were returned in one courier delivery. Some of the items weren’t even dispatched until the middle of February as they later sent me a notice that they were out of stock - yet I couldn’t cancel. They also charged me the difference between the new price of a rug and the original price I had paid when I tried to return a faulty item as it was no longer on offer! They also sent me statements showing a zero balance and zero to pay but I’ve just discovered have put defaults on my credit file! ( They actually owed me money which I’ve just got back after 7 months ).

Emms 06/07/2018 at 4:07 pm

I ordered a phone which i was assured woyld arrive within the stated 7 - 9 working days and in time for my daughters birthday .when delivery was chased on the 9th day I was I formed it was no longer in stock and would be a further 7-10 days. I asked for a refund so I can try and get one elsewhere in time for the birthday. They have told me it will take 10 - 14 working days to process a refund and won't provide me with a refund transaction reference or even detail on amount refunded and to which account until they decide to process the refund- is this lawful ? I find it unacceptable.

untitledemz 19/03/2018 at 2:47 pm

I ordered two graphics cards at the end of January. At the time the item was listed as 'out of stock' and I was happy to wait for it to come back in stock. When I placed the order the cards were listed as £420 each and I have an order acknowledgement stating that price. However, I received a message from the retailer today stating "Please note that the manufacturers have increased the price on these cards and we can now only supply it to you for the current price of £413.33 plus vat, £496.00 total price." That's an increase of £76 per card. Are they allowed to do this? They haven't taken the money from my account but I have an order acknowledgement at the original price.

KB 05/03/2018 at 1:17 pm

A well known retailer has used an old advertisement in their current Spring Wedding Shop showing items of clothing we wish to purchase but do not exist now. Is this contravening good practise?

Chrism 23/02/2018 at 3:16 pm

Im sick to the back teeth of going on to websites that show items that are 'Sold Out'. Isnt there a law against this sort of thing here in the UK?

Dwice1 30/01/2018 at 3:56 am

I ordered for a motherboard in December last year. The item was advertised as instock. After taking my money I was informed there would be four weeks delay in delivery and when that elapsed another email 5 days delay. That too has elapsed and the annoying part is the price has tripled! Can I get a market value refund since they have wasted my time and not been honest

OnlineShoppingRights Editor 19/01/2018 at 11:14 am

You could try and claim compensation for the delay in informing you. A good retailer might offer a discount off future purchases/a voucher for a small amount. There's actual "right" to this in consumer law - you have been given a refund in accordance with your rights.

Bluetail 16/01/2018 at 10:50 am

I have ordered a few items from an online children clothing retailer. I paid in full and they sent me an email confirmation of my order.

20 days later, however, one of this items had not arrived. I contacted them and they said 'sorry, it was out of stock'. I then asked 'have you refunded me?'. They said 'No, but we'll refund you today'. They have refunded me, however, I am not happy they advertised the goods which they did not have and had been holding on to my money until I contacted them. Do I have any basis for further compensation i.e. the accrued interest over these 20 days?

OnlineShoppingRights Editor 12/01/2018 at 3:08 pm

No you can't do anything about this, it's just an ufortunate error really.

Alci 11/01/2018 at 8:45 pm

Hello, I am wondering to know what could anyone do if they ordered me 5 package of sugar for example throught the website, and I sent a confirmation email but when I went to the stock room I realised that there is not one left.
Can they sue me? Which options I have?
Thank you!!

Stef 10/01/2018 at 8:10 pm

Hi, only a little thing, but it’s annoyed me. I ordered a sports bra and a long sleeve top from Lululemon on 2nd January. Their website says standard delivery takes 3-4 business days.
I received the sports bra on it’s own today (10th Jan) and noticed there was no top in the delivery. I checked my emails and I received an email from Lululemon yesterday saying they have despatched my sports bra, but the long sleeve top is out of stock (I haven’t been charged for it). I contacted Lululemon on their live chat and was told that they were checking their warehouses and that’s why it took so long and then they disconnected me. I didn’t receive any contact from Lululemon between the order confirmation on 2nd January and the despatch email yesterday. I know this isn’t breaking any laws and it’s just terrible customer service, but is there anything I can do?

Jul 05/01/2018 at 5:53 pm

We went on curry's pc worlds web and did an online order for a xbox 1 steering wheel, that showed as in stock, an hour later we got a call saying that it was out of stock, we got a confirmation note saying we had reserved it, and now we are having to chase them to find out if they we can get this wheel, but are been given the runaround, what can we do as to me I have agreed to have this item and now the price has doubled so where do we stand with our rights

Poppy02 28/11/2017 at 2:05 pm

Hi, bought a pair of trainers online at launch recently. Bought paid and recieved confirmation email. The email has stock reference number and all other relevant information.

3 days later i recieve an email cancelling my order as it cannot be fufilled. What can i do?

Surely if stock has been allocated to me(stock ref number) then the stock must be there! Where has it gone? Main problem here is im a middle man and these trainers were already bought and paid for by someone else based on confirmation of my order. Now ill be out of pocket for selling fees and paypal fees, as ill have to refund them.

OnlineShoppingRights Editor 03/08/2017 at 10:13 am

We're not sure what should happen in this instance because you have used the bed instead of returning it for a refund (you should seek legal advice on that). That shouldn't prevent Amazon pursuing the misleading advertising and the lack of repsonse though.

Frustrated 31/07/2017 at 6:27 pm

I ordered a bed from the discount outlet on Amazon but they delivered the wrong colour. They then told me the correct colour was out of stock and offered me a refund but they were still advertising it as in stock and have continued to do so for over a week. I asked for alternatives that were also being advertised as in stock but got a very curt reply saying the whitewash bed was out of stock and they didn't know when they would have anymore so I contacted Amazon to solve the issue. When Amazon contacted them to clarify the stock status the discount outlet weren't replying to any emails for a whole week. There lack of communication meant that I had to keep the bed they sent as I needed it for my son's birthday. Amazon customer services were made aware of this and said I deserved renumeration and filed an a-z claim. They are now saying that because I have used the bed the claim is closed but are not addressing the issues with the seller over misleading information and lack of response to emails in a timely manner. On top of this the tent (goes under the cabin bed to make a den) that came with the bed is missing a piece. What are my rights for this poor service?

Hev 23/07/2017 at 11:50 pm

Hi, I have been ordering from a website called Rare London. Their items are of high quality and are sold other shops such as Lipsy/Topshop so not the sort you would expect to be problematic. Twice now I've ordered a bodysuit online (different one both times) which stated they were in stock in all sizes. Both times I added a few extra items from the sale just the make the £4 delivery more worthwhile. Both times around 2 minutes after receiving the delivery, I got an email to say one of my items was out of stock. Of course both times it was the bodysuit, the whole reason I made a purchase in the first place. So they refunded me for this item. However, this meant I was left with a few small items which I had paid £4 delivery for which I wasn't too bothered about and never in my life would have paid £4 delivery for. I felt ripped off and if I had known either of the bodysuits were out of stock I would have cancelled the WHOLE order. It was £4 delivery for the total cost of my extra items which were so small it was squeezed into the letterbox. If I had needed this item for an event, and wasn't here within the 5 days it said it would be, by the time the other items are delivered and I'm told it is out of stock, I wouldn't even have time to go out and purchase an alternative. I wouldn't buy this close to an event anyway but surely this is scamming/fraud somehow? Or at least an intentional failure to notify customers when items of out of stock when they know/realize it is, and intentionally wait until the other items have been delivered. This place has terrible reviews elsewhere about out of stock items and not giving refunds. No wonder they don't allow reviews to be placed on their own website. I complained the first time which they gave me a discount for my next order so that was fair enough, but for it to happen again is out of order and intentional. I don't know how people get away with these things.

Pola 09/07/2017 at 8:52 pm

I bought item when was in stock i paid for this and i got recipe and after few mins this item still was avaliable. Today i got call that item is out of stock and they will refund money. I dont want money i want my item which is paid for. First It was good price and second i had another bargain for this i that time and now is gone as well. So because of this company i have been leave with nothing and have to pay full price now

Marks 27/06/2017 at 11:33 am

Just ordered a pc from overclockers . Paid over £1200 and paid extra for express delivery. Today get a email saying It's now going to be delayed as they don't have the part?? How is it possible they advertise online a product, take the money. Knowing they don't have the part

misi 08/03/2017 at 12:51 am

Purchased a surfboard online from a store who had it on stock. It was a specific surfboard model from a famous brand which he had in different sizes and colors... something very weird because normally when you buy a surfboard you tell the shaper (person who makes the board) the exact dimensions, type, colors... I could have contacted with the shaper of this brand and tell him to built me this specific surfboard, but as I found it in this site online I decided to purchase from it. Before buying it something weird was happening about the ones showed available; So I sent a message to this guy in the store asking if the web was ok because whatever color/size I picked the web kept telling me it was in stock! He replied telling me that surfboards take 4 to 5 weeks to be made (oh thank you great info! what a surprise) so obviously they are in stock! and that he couldn't sell something out of stock. So when I buy the surfboard the site send me a tracking number. Delivery time was supposed to be 5-7 days (origin and delivery both in EU). This tracking number offered no information, so I sent him an e-mail asking why was that happening. Then he replies saying that the surfboard is not even made. --------
The only reason I purchased from this site is because he already had it in stock as he told me in the e-mail where I was asking for this exact thing.

OnlineShoppingRights Editor 01/03/2017 at 10:19 am

This happens occasionally with online/mail/electronic order items and as long as the retailer does not take payment or refunds the customer immediately, there's not much that can be done about it. Some retailers will offer to substitute a different colour but most will suggest you re-order using the normal process.

Runner 26/02/2017 at 10:05 pm

Hi there,

My question is quite simple... I went to a famous sports store in London, I researched through their electronic screens a specific model of runners and I found them available in my size and with a quite good discount included. I ordered them by that electronic device at the store and I paid for them (I've got the recipe).
Well, one day after that, I received an email saying my order has been cancelled because the product I ordered WAS out of stock.

I am wondering if that is a legal procedure after I have already paid for that product being available at that moment.
Another interesting point is they have the same model of runners available (but in a different colour). I do not mind to accept them instead but they refused to offer that option to me.

Are they acting properly? Do I have the right of get them?

Many thanks in advance.

Jen 14/02/2017 at 7:17 am

Good Day,
I came across a watch online that I wanted to purchase for my Mothers 50th Birthday at a discounted price. The Watch was valued at R1800.00 and discounted to R600.00. I had to confirm with my Mother first before buying the Watch that she would wear it as it was different to what she usually wore and didn't want to buy something she didn't like. The following day I went back online to purchase the watch only to see the watch was Sold Out. I then contacted their Customer Care department to find out if they had any left and they confirmed that it was indeed sold out.
About a week later I received an email from their Customer Care consultant stating that the Watch was back in stock, so I immediately logged on (their web page showed that it was available again) to purchased it before it sold out again. I paid the full amount and received a confirmation that afternoon that my order was being processed. Then 3 days before the date of delivery they email me to tell me they are very sorry but the Watch is "Out of Stock" again even though I had paid and the status on my online Profile showed they were getting it ready for dispatch.
I have now had to tell my Mother twice that the watch I had promised her was no longer available;(
My question is: They have other watches available for R1800 but they are not on special like the Watch that I purchased for R600. Can I request them to give me a watch for the same value and discounted price as the one that they have now failed to supply me with?

Drindod 04/12/2016 at 8:09 am

Hi I'm looking for some advice. On the 25th November, I bought a Nintendo nes classic from Argos online, the website and email said I could collect the item between 30th November and 7th December. As this product is quite popular, it's out of stock in most places. I made an 80 mile round trip to pick it up on the 3rd December, only to find they didn't have my item and weren't likely to get one in. Where do I stand with this situation, as I would have expected an email if they couldn't complete the order, it would have saved me 80 miles and a 2 hour trip?

Many thanks

OnlineShoppingRights Editor 29/11/2016 at 2:14 pm

It is misleading to offer goods for sale if a company does not actually have the goods to sell. You should report this to the Advertising Standards Agency and/or Trading Standards.

Andrew 28/11/2016 at 6:18 pm

I have two questions. Firstly, is predatory pricing legal in the UK, and secondly, if a company is offering a product extremely cheaply while out of stock, then increasing the price when it is in stock, is that legal. I have an example of this which is a ~ £1000 display being sold at £450 (a ridiculous and unprofitable discount) while out of stock.

OnlineShoppingRights Editor 07/10/2016 at 2:09 pm

We've not really had time to examine all of your story in detail but it's probably worth filing a claim against the retailer for: a full refund, interest for the 3 months they had your money but didn't supply the product and compensation for the hassle/inconvenience/loss of business that you have been caused.

Ant 06/10/2016 at 9:34 pm

Hi,

Yesterday I bought a new mobile phone online for approximately £700. Several hours later when the order was processed the company (biggest in the country..) emailed me to say that it was not in stock and they did not know when it would be back in, but they'll keep me in touch...

Now, the fact that they took my money knowing that they did not have the product they were advertising, is that not tantamount as fraud? I mean, the phone is still for sale on the website even now, after telling me they didn't have it, so they know the phone is not available but are still taking peoples money. Do I have a case here?

itsChabs 06/10/2016 at 12:50 pm

So all this time, this means that this retailer never had the product in stock, and was never going to get this product in stock because it's no longer being manufactured. Despite me asking them for evidence that they could guarantee me of this product as it had been pushed back on so many occasions.

Does this then not qualify for your second above scenario of "if they took payment from you, knowing that they didn’t have the item in stock, weren’t intending to try to get the item for you and were purely trying to hold onto your money (until such time as you demanded it back.) The offence here would be one of fraud"?

Especially so that initially I was told it was the suppliers by customer service, then the buyers by a manager and actually, it turns out they cannot get this product for me at all?

Please advise as I have missed out on several professional opportunities because of the late delivery of this product (camera) as well as a loss of enjoyment on personal occasions where I had sought to use this product also. Both of which I will be seeking compensation on. Not to mention, that I now cannot buy the product from anywhere else, so will have to buy the next edition of the product which is £300 more than the initial £300 I paid.

Many thanks,

ItsChabs 06/10/2016 at 12:46 pm

Hi,

I have been waiting for a product from an online retailer for 74 days now. They took more than £300 from my account back in July when I paid for the product, however have kept pushing back the delivery date.

I had complained regarding this service and treatment on several occasions but little was done and they took the approach which you stated above that the wholesalers/distributors etc are at fault and therefore they would not offer me any compensation.

I eventually spoke to a manager around 3.5 weeks ago who explained that the hold up was that they were advised that the camera was in stock with their supplier, but not at there warehouses. And following a discrepancy between the retailer's buyers and the suppliers, it meant that the retailer's buyers had to seek another source for the product. When I asked why had this discrepancy occurred and at what point in the process had this occurred as I had waited over six weeks for the product at this stage, she said she does not have a time line of when these events occurred. But the discrepancy could have been because of a variety of issues ranging from pricing to stock numbers, despite me asking for more information as this was now proof that the delay was on the shoulders of the buyers of opposed to the suppliers or manufacturers as previously blamed, that was all the information she could provide me.

The manager then went on to reassure me that the buyers had now settled the disputes, have secured a new supplier and that they will be delivering stock at the end of that month (September 2016) so I will receive the product by then, if not sooner. The delivery date on the system at this point was 04.10.16.

As I am sure you gathered by this, I still have not received the product and decided this week I would ask for a refund and buy the product elsewhere, lodging a formal complaint for the retailer to foot the difference in cost as I had initially bought it during a sale period and adding various offers. But as I began to look around, I could not find this product in stock ANYWHERE! My suspicions told me this product has been discontinued for some time, so I contacted the manufacturers directly to find out if I was correct in my assumption, which they confirmed. This product has been discontinued and is no longer available.

So all this time, this means that this retailer never had the product in stock, and was never going to get this product in stock because it's no longer being manufactured. Despite me asking them for evidence that they could guarantee me of this product as it had been pushed back on so many occasions.

Does this then not qualify for your second above scenario of "if they took payment from you, knowing that they didn’t have the item in stock, weren’t intending to try to get the item for you and were purely trying to hold onto your money (until such time as you demanded it back.) The offence here would be one of fraud"?

Especially so that initially I was

lau14 19/08/2016 at 1:29 am

I ordered sunglasses recentley off an online retailer, they took payment then emailed me to inform me they were no longer available. I asked for a refund that they said they would issue yet i've still not recieved it. This has been going on since august 1st. What can i do?

OnlineShoppingRights Editor 11/08/2016 at 2:29 pm

No, you are within your rights to cancel the order. Email or write to them saying you would to cancel your order.

Layla8 10/08/2016 at 11:56 am

I ordered an item in may from studio catalogue. It states allow 28 days from delivery but they keep emailing to say they are waiting delivery and have given me 4 or 5 different dates now that always get delayed. They are still advertising the item as in stock at a higher price. So they are taking more orders but telling me they are out of stock. Can they do this?

flabby 30/06/2016 at 7:52 pm

Horrible customer Service Amazon! Horrible. So, essentially I bought this from amazon warehouse used via prime. Now theyre telling me they are waiting for the used items to be in stock and wont honor the free 2 day shipping. My question is, HOW CAN YOU SELL A USED ITEM AND NOT HAVE IT IN STOCK!? That makes no sense!! Why would amazon state its on sale via warehouse but not even actually have it!? I already paid for it too. Is this even LEGAL!?

OnlineShoppingRights Editor 05/04/2016 at 10:12 am

You are entitled to a refund.

Jo 02/04/2016 at 7:50 am

I recently ordered a side cabinet from dunelm on line I paid for it and recorded a phone cal with a delivery date which was 2 weeks from the date I paid , the night before it was due to be delivered I was told via a phone call that they would be unable to deliver as it the item was out of stock .. And there was no other stock available in any of the stores ... They also did not know when they would be getting any more stock in ... What are my right here ... They did refund my money

lho1985 07/03/2016 at 1:00 pm

Ordered 3 Mac Mini's from an online computer vendor (not Apple) who said they would have stock within 3-5 days of ordering. A week after the order was placed, we received an email that the item was discontinued and is not available anywhere else. Obviously they are going to refund but the item was available elsewhere at the time of buying (for a slightly higher price) but no anymore.

We are now faced with upgrading to a much more expensive model.

Matty 01/03/2016 at 7:23 am

Pre ordered an item 2/16 with estimated delivery aprox April. Item not in stock and company has already taken my money. Is this legal?

Ms Williams 20/05/2015 at 8:57 pm

I recently ordered a piece of clothing online marked at £9.99. I didn't receive the item, and when I emailed them they stated it was out of stock and gave me a refund. However since then the item has not been listed as out of stock, and its price has increased to £19.99. If I were to re-order it, would I be able to complain to them about wanting it for the original £9.99 that I saw it advertised as?

OnlineShoppingRights Editor 22/01/2015 at 12:31 pm

@Lynette. Yes, there's some allowance for this but you should not have had to wait 5 days to be told and should be compensated for travelling to 'click and collect' the item when it was not in fact available.

Lynette 20/01/2015 at 2:24 pm

I ordered a product on line from asda direct on Sunday they confirmed my order and took payment from my card, I arranged a click and collect from my local store for the day after, went to collect the item today to be told they had cancelled my order, I spoke to their customer services to be told that they had discontinued the product and that my refund will take 3-5 days to arrive back in my bank, my argument with them was that it stated in stock when they took the money and they said that it was only when they went to ship my product that they didn't have any stock left, so I paid for a product that they clearly did not have and I have to wait what could be 5 day's to get my money back, is it right that they can take payment for a product they do not sell?

steve 30/11/2014 at 3:03 pm

I have been trying to buy a tv from Tesco since Friday there website states when its gone its gone. it has been gone since Friday 1am but there advert is still there and it tells you "hurry stock is low" if you order within so many hours and minuets you can collect tomorrow, its not until you have put all your details in and proceed to checkout that it states 2 messages the first being
Delays possible...
We appreciate your patience while we work quickly to fulfil Black Friday orders. Due to high demand, there's a chance your order may be delayed. We'll send you an email so you know when to expect your delivery...
However no credit card details are asked for and secondly.
Sorry, we don't have enough Blaupunkt 32/147 32 Inch HD Ready 720p LED TV With Freeview items in stock right now. This item (s) has been added to your save for later basket. You can try to purchase this item again by reducing its quantity. is this illegal? or just bad practice? I notice all other sites state out of stock on the item advertised.
Kind Regards

Stephen

OnlineShoppingRights Editor 02/07/2014 at 11:25 am

@Me. No this is misrepresentative and you should complain to Amazon directly.

me 30/06/2014 at 6:05 pm

Purchased item from Amazon seller. Clearly stated "there are 8 left in stock". Received email saying "sorry, we're out of stock and we should be able to ship out your order in a week. Went back to the same item on Amazon and it still says "there are 8 left in stock". This seller is obviously stating that they have 8 left in stock regardless of how many they actually have because they don't want to lose the sale. I feel that is dishonest business practice but not a damn thing I can do except wait for the order to be shipped. If it takes too long, I'll cancel and order from someone else. Ticks me off!

Azza 30/04/2014 at 5:10 pm

I ordered a pair of shoes online from JD Sports and selected their standard delivery option to Australia where I'm currently living. I ordered at a time when stock was running thin as it was coming to the end of their sale, however the item (both when choosing to buy it, and on my receipt after purchase) was clearly stated as in stock. The order went through and i received 2 emails from JD Sports, the first informing me the order had to be checked due to international delivery, and the second was a confirmation of purchase, however, the second email had a line at the bottom which read "You will receive an email when your order has been despatched" and this was never received. I placed the order on April 5, I waited patiently until April 30 to contact JD Sports as i believed my order was just taking a while due to it being over the easter period. I never once received an email informing me of a cancellation. After contacting JD Sports, they said that the item was out of stock when I ordered it and it had therefore, never been despatched, and i should have received a full refund already (which i had received, however not notified about). I believe that JD Sports have prioritised their customers in their local UK branches, and thought it would be easier to sell all their stock in their stores in the UK and not have to deal with the hassle of delivering overseas. I have ordered from JD Sports numerous times before I moved to Australia and I even ordered a 'last pair' before and I have never encountered any problems with stock magically running out. After waiting the best part of a month for a delivery that was due to take "between 4-10 working days" without hearing from JD Sports I was utterly disappointed to discover that not only would I not be receiving an order, but I would not be able to re-order the same/or similar item again because they have now sold out over the period while I was waiting for my delivery that was never sent. I feel really hard-done-by and I'm sure they have to be at fault for something. I'm not hoping for any money or anything I just want to receive what I purchased...
Thanks if anyone is still reading this I know I've gone on a bit, but I'm just so frustrated at what's gone on.
Cheers, Aaron W.

meyer 28/02/2014 at 7:19 am

I ordered a bike online two days later they emailed me and said they didn't have it in stock and they was expecting it in a couple of days and I would have the bike with me in seven days time when the seven days was up and I hadn't got the bike I emailed them they said they were expecting my bike in today and they would ring me to arrange delivery. they not do this can't help feeling I'm being messed around.not sure what my options are

Riepa 20/12/2013 at 4:18 pm

Hi,

I purchased 6 radiators online and the delivery information stated `up to 14 days`. The company contacted me to arrange a delivery date and gave me a date but added that they will not be able to deliver one of them. This was approx 2 month before I had made arrangements with a plumber for the whole heating system to be installed. We rearranged delivery for another date approx a month later when all the radiators would be in stock.

On the day the radiator in question was not delivered. The company apologized and promised for it to be delivered by the date the plumber came. As the date came closer i decided to chase it up. I called approx a week before the day the plumber was coming to check that all is as arranged. (I hadn`t heard from them.) The company said that unfortunately they will not be able to deliver the radiator as it is out of stock (all this time the radiator was advertised on their website as in stock). Then i asked if a similar (cheaper) product could be delivered instead as I had made all the arrangements with workmen. They promised to give me a call back. When i chased them up again, the answer was that they will not be able to make the delivery as their delivery vehicle had broken down. (this sounded just an excuse)

At the end i had to go to a local store and buy a radiator, and pay for it to be fitted as a part of the system. Later i will have to incur another expense in order for the correct radiator to be fitted. I placed the order 2 month before the date i needed them, which i consider was sufficient and was literally messed around regarding the availability and the delivery dates. I could have made alternative arrangements if i were told that the item would not be available. What are my rights? Am I entitled to a compensation for the extra expense incurred?

Your advice is much appreciated!

silverfox 09/11/2012 at 4:44 pm

My son purchased a jacket on the Internet. It arrived next day but was faulty (the stitching on the zipper was incomplete) and it was the wrong size.
When he contacted the supplier to request a returns label he was told he could return the item but he had to pay for the return under the terms & conditions (somewhere in the small print that no one reads!).
I thought under the Distance Trading regulations the dealer had to re-emberse the buyer for any costs returning the item.
If he had purchased the jacket at a local shop he could return it personally however if purchased on the internet he can only return the item by post!

windmillbob 27/10/2012 at 8:35 am

I purchased an item from Amazon. The same day I received an email confirming the item had been despatched by the Seller. 10 days later Amazon emailed to enquire if the item was OK. I responded that the item had not been delivered.
Following enquiries the Seller offers a Standard Post Office delivery which is normally 3 to 5 days. However, when the order & payment is made, the Seller states delivery time is 30 days. This prevents cancellation of the Order.
Following further emails with the Seller, they confirm the item is Out of Stock which was not shown at the time of purchase. They claim their North American Warehouses are also Out of Stock although they advertise as a UK based Company selling on the UK Amazon website. They state they are waiting for a reprint of the book & hope to deliver within the 30 days stated.
Amazon & the Seller refuse to cancel the Order until 30 days have elapsed. Can I demand a refund as I was incorrectly misled it had been posted 11 days ago, it was never in stock & the Seller is relying on a reprint of the book. In the meantime they have my money without any confirmation of a delivery date or that the item will be reprinted.
I believe this Seller is an Agent who never keeps stock which is why they claim a 30 day delivery is standard. I have used Amazon for many years & have trusted their site to ensure I am purchasing from authorised retailers who generally keep adequate stock levels & advise immediately if the item is Out of Stock & offering an immediate refund.
I look forward to your advice - Robert Baker

stec0111 18/10/2012 at 1:13 am

Recently tried to purchase a set of speakers online with a company who I found out later had poor business practice and bad reviews online, they took my money and never delivered which is annoying for all of us that have been messed about. It's hard to make a judgement call with reviews and bad press, some exagerate, others don't. The terms amd conditions state that money will be refunded within 30 days, not specifying if this is 30 business days. I have left messages asking if my refund is being processed, and where do I stand. I'm not expecting a fast refund as i'm cynical as companies are very quick to take your cash, but take ages to refund it. I'm going to stick with old-fashioned high street retailers in future, less hassle and face to face customer service.

Jeff 16/07/2012 at 12:32 pm

I bought a blood glucose meter especially for animal on a online shop on 21/6/2012, Purchase was completed and money has been taken at the same time. A week later I called to check the progress they said only with a prescription from my vet they will dispatch it. Posted it to them on 2/7/2012 and called to confirm on 12/7/2012 since I didn't receive it. They said it's been shipped out on 9/7/2012 and will be with me any minute. Nothing. Called them today, surprisingly they told me it's out of stock and they don't know when will it back to stock. They are willing to do a full refund.

I am just so mad and want to ask is there anything I can do to let them know they can't just take customer's money and fooling me to get a prescription then lie to me about the shipment and finally tell me it out of stock, they are SORRY.

Please help.

Jeff

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