Debenhams failing to fulfil order

[Igloofornow]

Mum ordered two sofas from Debenhams online on 21st Aug, 23rd August her order was updated and supplier had accepted order, money taken from credit card, 20 days to delivery.

She received a telephone call yesterday from supplier to say the sofas had been discontinued and they couldn't deliver, they would refund onto credit card.

The sofas were discounted at 50% she will not be able to purchase sofas of the same quality for what she originally paid.

Am I right in thinking that the suppliers are obliged to complete order, given the took the money almost three weeks ago and were due to delivery on Tuesday?

TIA

If they haven't got the sofa how are they supposed to complete the order?

I would complain about the inconvenience and ask for some sort of compensation (and extra 10% back or something?) but I don't think they are legally obliged to do anything more than they have. There is probably something in the small print which gives them the right to cancel the order.

How could they accept the order though, in writing via email and then decide two weeks later they don't have the sofa. I would have expected them to have known this when they accepted the order?

It sounds like an error happened. Not good but its always going to be a risk especially when something is so reduced which generally means they haven't got many left.

iirc they used to subcontract the furniture supply, not sure if it is the same as 15 years ago. If so the company had an August factory holiday so it may be that they didn't check stock until more recently than 23rd. I'm sure the terms will say they can cancel due to no availability , after all if they don't have it they can't deliver one. Sorry she is disappointed but 50% off with quick delivery usually means they have limited stock to clear.

I know I'm just really sad for her, she has such limited funds and this was bought with a small inheritance from her mum who died last year. It was me who suggested she decorate the living room so she had a cosy place to relax in. She had decorated the room to match it and her old sofa was picked up Sunday morning to allow the new one to be delivered. She was so looking forward to something nice after a thoroughly shit year.

2.3 We take payment from your card, when we process your order and have checked your card details. Products are subject to availability. If we are unable to supply the products, we will inform you of this as soon as possible. A full refund will be given if you have already paid for the products

2.5 Unless we have notified you that we do not accept your order or you have cancelled it, order acceptance and the creation of the contract between you and us will take place at the point you are notified that the products you have ordered are ready for delivery to the address you have given us (see 4.1 below). It does not take place until that stage, even though we may have debited your card (see 2.3 above) or we have sent acknowledging emails (see 2.4 above).
2.6 The contract will be formed at the place of despatch of the products.

Sorry :(

Thanks for that LIZS I thought as much

I found Debenhams Customer Services very helpful recently with a query I had. Perhaps give them a call and see if they have an alternative they could suggest. Your mum might have to pay a bit more. Sometimes the CS system seems to have different information to the public website.

Thanks very I did phone them but they have nothing similar at all in stock. I phoned them twice yesterday and once today - they haven't even given a timescale for refund as yet, although the staff have been very apologetic.

Debenhams are shit ime for online shopping.

I tried to order a top once, different top came. I rang up and they resent it. Same wrong top came. I rang back, they'd got the wrong photo/description linked to an item code on the website. I wanted the one in the photo but they didn't know the item code for that so they told me I couldn't have it!

Then months later I ordered school shirts for dd, her tights came but no shirts. I emailed to be told they'd run out and wouldn't be getting anymore (they'd been in offer) and they'd process me a refund ASAP. I looked back on the website, they did have them, I reordered and they came a couple of days later. Of course I then had to pay 2x delivery. Couldn't face ringing up again to moan.

Won't order from them again, they're shit.