too late to pick up item

[Iwanttea]

Hey

At the end of December last year we bought a laptop and a copy of microsoft office. The shop in question didn't have any copies of microsoft office in stock so we were sent away with an 'out of stock form' and told they would phone us when stock came in and to bring the form in and we could collect it. We went away, promply forgot about it and never received a phone call. Today I go to use office and am told I need to enter my product key which reminds me I need to pick it up.

They've said I'm too late to pick it up as they don't keep sufficient records to know whether I've done so already, rather than it being a formal policy. I have my receipt and the out of stock form. We weren't told there was a time limit on collecting it (though I admit its our fault it's been three months!), weren't given a phone call and surely its their responsibility to maintain records of these things if they're going to allow people to pay for stuff they don't have in stock.

Ok - I'm 50:50 on whether or not we're being unreasonable or not but DH very cross.

Any thoughts?

it's reasonable for a shop to put stock back on for sale if you don't collect it, but if you've paid for it, they have to give it to you.

I'd be writing to their HQ, very poor service.
Do you have proof you paid for the Microsoft Office and proof you did not recieve it?

Meanwhile I'd use something like Open Office which is free
www.openoffice.org/

Yanbu. You've paid for goods you've never received, you've got a receipt and other appropriate paperwork, they've not done what they said they would do (phone you when it came in) - Citizen's advice bureau?

How ridiculous! 3 months isn't that long, and frankly it's not your problem if their records are shite. You weren't given a time limit, they didn't call you and they owe you a copy of MS Office. I would go straight back down there and tell them that to cough up. Did you happen to pay by credit card? If so, you could reclaim the cost of the MS Office from the credit card company (Section 75 of the Consumer Credit Act) for non delivery of the goods. But first, threaten the shop with something like a complaint to Trading Standards or the small claims court. They are being completely out of order.

The receipt & out of stock form is enough for you to take legal action against them - so threaten them with that. Contact trading standards if needs be.

They've effectively robbed you of quite a bit of money (Office ain't cheap) so please don't just let this go.

Y are def NBU.

Isn´t the fact that you still have the out of stock form proof that you haven´t collected it yet??!!

Good point diddl.

:)

Yay! Relieved - the manager acted like I was completely stupid "If I'd paid £100 for something I would've phoned or come in or something". Only later I came up with any comebacks.

The out of stock form has a bit on if for customer received which is blank. I asked if they had any records of them phoning, or of them not having been able to give it to me, and apparently they don't really keep them - this isn't a small place - big chain - really quite shocked to be honest. I used to work in retail and it just seems bizarre. He's said he can't figure it out until Monday but isn't optimistic. Hacked off.

Thanks for being supportive - must learn to be more assertive. Will wait until Monday and phone their customer services if it isn't sorted. I am a bit embarrassed at my lack of organisation but think they should be more so.