To expect my new sofa....(Title edited by MNHQ)

[Strawberryshortcake40]

Ordered a new sofa last weekend from a major department store. Had been looking at it for a while and then browsing late at night it popped up on their sales section in the colour I wanted and at half price.

Placed order, expected it to bounce back as only one in stock, but all went through fine. Received a confirmation. Text last night confirming delivery. Text this morning confirming time of delivery. No sofa.

So I've rung and they tried to tell me they don't sell it anymore. They do, but not at the sale price (and with a twelve week wait). Apparently they can just cancel an order like this even after confirming it?

Anybody complained after something similar. Nothing in their terms and conditions covers it from what I can see.

AIBU to escalate it? I want my sofa :(

The money won't be back in your account for around ten days. It's been placed in a 'holding account' and will only drop back into your account when the hold over it expires automatically. This takes ten days usually.

I've had this numerous times with JL over the years. Too many to mention. One of note though ... I ordered a bed for £1000 some years ago. It arrived but only half of it and then there followed a whole catalogue of JL mistakes. I complained (a lot!) and they eventually gave me the bed for free and also £75 in compensation. You just have to make some noise to the right people

Oh a tip if you want your money back ASAP. Call your bank and convince them that JL won't be fulfilling their order... that's worked for me in the past and they'll put the money back. Otherwise, call JL and ask them to send over something to your bank assuring them that it's a 'ghost order' and they won't be claiming the money.

Google head office London and call them asking to speak to "Customer Fullfillment ". I had a very similar issue with JL and customer services couldn't have given a shiny shit. Called head office on the off chance as I was very cross and this department sorted it out the same day. Good luck!

BatfaceGal - sorry but that makes no sense to me. Two weeks ago I ordered a table from them in their sale. Four days later I changed my mind and cancelled and the money was back an hour later. So how is this scenario different?

I have no sofa and nothing to buy one with. It's utterly ridiculous.

Will try calling them again.

Well I got my refund. Not impressed at all with their customer service.

But no sofa?!

No sofa.

I was trying to help you.

Sorry I totally understand, yet they can refund the money as they did within ten minutes this afternoon? I can see the whole thing of a holding account but also that they can refund quickly if they choose.