I ordered a shelf from you - having read on your website that the item I ordered was in stock.
Please advise what it is that you believe I have not understood.
You wrote to me on 9th April after receiving my order:
Please note that some of our furniture not currently in our warehouse is considered ‘made to order’ with a typical lead time of around 6 weeks. Your order should be available for shipping from approximately mid May. We will contact you again nearer that time to arrange delivery at time convenient for you. However if this is a real problem for you, please let us know.
So having received my order you tell me that the - in stock on your website - has become - not currently in our warehouse and therefore my shelf is considered - made to order. An early April order MAY be delivered from approximately mid - May.
You then tell me that if I do mot want to proceed with the order I will still have to pay 50% of the order price - so realistically there is no choice. It is not an option to cancel the order, with that penalty.
My in stock item had become - made to order - and MAY get to me sometime in the next month.
You wrote :
IMPORTANT: if you decide to cancel your made to order item for any reason, it is unlikely that we could sell it to another customer at full selling price and we therefore charge a cancellation fee of 50% of the order price. Our usual refund policy does not apply to made to order items, which cannot be returned or exchanged unless they are faulty. Please note that this does not, in any way, affect your statutory rights when goods are faulty or not as described.
Customers have to accept the T&Cs as there is, realistically, no choice. By this stage you have to proceed, given the 50% penalty, and there will be a delay to your order if you do not accept the T&Cs. As I said in my review - customers are painted into a corner.
You wrote :
I would be grateful therefore if you could reply to this email, confirming that you have understood these conditions. If we do not hear back from you, this may delay the further processing of your order.
My momey was taken in full by you on 11th April.
The timing of the shelf was not significant for me, but I was asked for feedback so I flagged up my concerns about how the status of my item changed. Some customers may order items thst are time sensitive and they need to know that what they think is in stock may not be and may be classed as made to order, so they then will need to accept whaever you say, as there is a 50% cancellation penalty. This process does not allow people to cancel.
