Kiddicare Beware!!

[debanddan]

Not sure if anyone can help here! Bought a playpen on the Kiddicare website yesterday, even though it was only on 'pre-order' (they don't have the stock until early Feb, although we've only found this out after ordering).

Tried to cancel it today as it will take ages to come, and I can't. They don't accept cancellations, even if they don't even have the stock, let alone that they haven't dispatched it yet!! It looks like I'm responsible for more than £20 return delivery charges for a product the retailer doesn't have yet! And by the way, they don't respond to emails and their customer phone line is premium rate at £1.50 per minute.

To cap it all, of course they've taken the money from my card already!

they have to accept cancellations it is the law distance selling regulations say so

You could also take it up with the credit card company dispute the charge, say money was taken without goods being provided. It's up to the retailed to then prove they have sent goods in reasonable time (usually 28 days unless they can show they said upfront that would not be the case).

here

They're usually so good. I've had no problems with them - I've ordered a few times from them.

I didn't think they were allowed to take the money until goods were shipped/ready to ship.

My SIL had this argument with Argos (about taking money before shipping) and she knows her stuff as she is with the police.

SayNoTo0870 (very useful site) list 01733 579175 as the direct non-premium line to Kiddicare's Customer Services department.

And Zippi is quite right.

But does the trading standards thing not say that they have to spell out their cancellation policy - which could mean that deb has effectivey signed a contract saying "I have the right to cancel but you have the right to charge me £20 for the privelage"?

I also believe you have cooling off period regarding purchases made on the internet. i will try and find the info, if I'm correct.

I think this is it www.businesslink.gov.uk/bdotg/action/detail?type=RESOURCES&itemId=1073792577

And from the buyer's perspective, not the seller's www.moneyextra.com/dictionary/cooling-off-period-004050.html

the idea is that you should have the same rights you would have if you were in a shop..so you have the right to examine the goods

if they havent even despatched then they shouldn't charge you anything

Just checked kiddicare page, and they do give you a 7 day cooling off period.

They say that if the order has been "processed" then you will be responsbile for returns charges. It is hte definition of "processed" which will/could be disputed. However in this instance I think you could argue (obv) that there are no returns charges and the website clearly states that you are responsible for "returns charges". There are no "returns charges" as you have nothing to return as it is beig cancelled before it is dispatched.

I would tell them you are seeking advice from trading standards as to how this fits in with the "Distance selling regulations" - see if that jolts them into action.

Thanks to everyone who posted a reply here. I had an email from Kiddiecare when I purchased saying that my order had been 'received' and they confirm in their cancellation policy that if the order has been received but not accepted (by them), there is no contract. However, they don't qualify whether this relates to receipt by them of your order or by you of their receipt acknowledgement by email.

Anyway, I threw the book at them with a terse email last night and they've cancelled the order and they will refund me in 5 days. I know they are cheap, but they seem to operate at bit like other bargain online retailers. It makes me not want to use them again I have to say. I've never had a problem like this with Amazon for example.

Again, this is my first post and I'm overwhelmed by the amount of help and time I've been given by you all. Thanks once again. I've resolved to log on regularly and help others now!

No probs, and welcome, I didn't realise it was your first post.

My MIL live near the Kiddicare store so I rarely use them online anyway.