Stephen Mahoney

Dec 30, 2022

Ordered on line on 24th December 2022

Ordered on line on 24th December 2022 - scheduled delivery date 29th December 2022 - status on account stuck on ‘ordered’ chased Tuesday Wednesday and Was told expected delivery date should be met - chased Thursday no change so went to store and purchased the Jacket - then phoned to cancel online Order only to be told sorry as order is in the system I’ll have to wait for a refund until every return the item - 18:40 on 29th December 2022 received email saying order delayed and likely to be filled in a few days. Phoned Reiss again on Friday to seek immediate refund as clearly the order has not been processed - this time I’m told they cannot actually alter any order if an hour has passed since the order was made - and I need to wait - I’ve raised a complaint but am totally unhappy with the way this matter is being handled - seems staff say whatever is necessary to get you off the phone and then do absolutely nothing to resolve the matter - I had to cancel an order with Waitrose post cut off and that was resolved in one 10 minute call - I’ve spent far longer on the phone to Reiss and have got nowhere - avoid their online offering In reply to your comment I’d already sent an iMessage to Reiss - they still say they cannot do anything to cancel the order and refund me immediately - although I ordered the item on the basis that it would be delivered on 29th December 2022 Reiss are now trying to say that sale goods can take up to 21 days to arrive - seems like another non customer focused fob off by staff who cannot be bothered to sort a problem caused wholly by Reiss. There must be someone in your organisation smart enough to resolve this immediately - can you please locate them and get them on this case I’ve now emailed Reiss too as requested Further to your imessage Per my previous communications I’ve now purchase the item from your Westfield stratford store instead and so no longer need the online order. Per my CCA rights (see below) please cancel the order and refund my credit card. If you can do that within the next couple of days that would be acceptable albeit I really could have done without the hassle it has taken to get to this stage CCA RULES are provided below Update 30 December 2022 Hi Further to my various communications please see the cca rules Under English Law I’m entitled to obtain immediate cancellation of an online order - this applies in this case as the item is not already in transit as evidenced by your email yesterday Cca law - see below 1 Cancel an online order right away Under the Consumer Contracts Regulationsyour right to cancel an order starts the moment you place it and doesn't end until 14 days have passed from the day your goods were delivered to you, your nominated neighbour or your dedicated safe place. You should be given the ability to cancel an order at the point of sale. For example, this could be an online form or instructions to contact. You can cancel an online order in writing, by fax or by email, and a cancellation form should also be made available although it’s sensible to stick with the process the retailer has set up - if it’s reasonable. The retailer shouldn’t make cancelling an online order unnecessarily difficult. For example, you shouldn't need to call to get authorisation to return an item. You also shouldn't be told that items can’t be returned unless you’ve got a cancellation code. Check the retailer's T&Cs and returns policy, as these will often set out the returns process, which will be especially relevant to you if the order is already in transit and you may need to return it once it’s been delivered. If your order is in transit already, you probably won’t be able to cancel it before it reaches you. But, remember that you still have the right to cancel the item for up to 14 days after you’ve received it. Once you’ve confirmed with the retailer you’d like to cancel your order, you then have a further 14 days to return it. Update 3/1/2023 22:34 Hi Please check the inbox of the email address you quoted - my email address and full contact details were provided on 30/12/22 at 13:41 NB: This email chain had already been used by me to confirm that I’d emailed contact details to the required Reiss address you quoted - trustpilot would not allow me to quote the actual email address itself in the reply but you were advised none the less. NB: the online order has been cancelled and I await the refund - providing it comes through this week that will be fine albeit it would have been helpful if Reiss could have cancelled it without the need to involve trustpilot - the order was never at the ‘in transit stage’ and as explained above that means the CCA rules re immediate cancellation rights applied - Reiss seem to have accepted the rule and applied it once I pointed it out. Update 4/1/2023 Now refunded - thanks