Problem with cancelled but delivered order from Wordery
I made an order to Wordery on 13th Feb. On confirming payment, I noticed the delivery dates being confirmed were outside that on the listing so I cancelled the order immediately. They have now delivered the items and insist we have to pay for the order to be returned to them.
These are some of the statements from them…
When we responded to your query, your order was amongst hundreds of others ready for dispatch. To have prevented the dispatch of your order at this stage would have meant a member of the warehouse team sifting through the parcels in the pallets. This was an unfeasible option for many reasons including the compelling reason that it would have delayed the dispatch of hundreds of other orders.
As Wordery won’t reimburse you for any returns postage costs, we don’t stipulate a postage method to use. However, we won’t be able to process your refund if the parcel arrives damaged, doesn’t contain your order information or if it fails to reach our warehouse within 30 days of the date you received the order.
I feel like our arms are being twisted to buy what we don’t want. I asked them to confirm full amounts will be paid but they have evaded that answer too.
Any advise from anyone?
21 replies
Seller_jTOq7rKPBKBKB
I know from our experience, they are not being untruthful. We can have pallets ready to collect and unfortunatley if a customer requested a cancellation at that point - it’s too late. What they are stating is true, if you have a fixed time for the courier to pick the pallets up, having someone go through then could potentially cause 24 hours delay on hundreds of shipments.
It is difficult, it depends how long you left it until you requested cancellation. If we have marked an item as dispatched and a customer requests to cancel their order after this but it is still in transit or has just been collected, I am afriad they have to pay the return fee. Otherwise, we would most likely provide a pre-paid label.
Seller_wRGBSSwJnzaDE
Usually you get a half hour window to cancel any purchase on Amazon, that’s why orders appear as pending in your account before appearing on your orders page. It’s odd that this didn’t happen.
On the one hand technically it’s a change of mind, and you should pay return postage. However, given that the estimated delivery date was longer than advertised, it would also be possible to claim that the order was “Not as described”, especially if it arrived after Amazon’s delivery estimate, in which case Wordery would be responsible.
Their reply suggesting that you won’t be refunded if the parcel doesn’t meet their criteria seems impolite and suggests poor customer relations. I think in your position I’d return the book (if it was expensive, or you were unable to resell it), and if no refund was forthcoming hit them with an A-Z, you’d have a legitimate reason for doing so and that’s what the system is in place for. Of course if they refuse to refund you always have the facility to leave polite, factual feedback regarding your buying experience.
Seller_mBENc0rmDmw5W
Did you cancel within the 30 minutes of placing the order - you said “immediately after payment” which would suggest that you cancelled before it was dispatched?
I would suggest that you contact Customer Support to complain and reqest advice.
Here is the info in Buyer Help about cancelling. They suggest you do not accept the order but it is obviously too late for that.
(I will certainly not buy anything from that seller given their unhelpful attitude. )
Seller_qrKPb1KAwYydj
The order did not achieve the quoted delivery dates, therefore you are entitled to return, full refund and free return.
If you return the item, pay the postage, then you will never see the postage again. Amazon will not force a seller to refund return postage if the full order is refunded.
Ask for a prepaid returns label, advice you will open an A-Z claim if they do not provide the label, and with tracking. if not provided, open an A-Z claim.
Seller_EJIX7rqDNQJi2
If the order arrived by the estimated delivery date, then you are responsible for the return shipping cost.
Seller_G8YbGVW6qhrTT
Everything is automated and its all down to timing. With the warehouse Wordery use they are so big they take priority and their orders are picked and packed over others. The orders are picked and packed and then go to dispatch as the next step, so yes its all at the same time, from one machine onto another and into the Royal Mail York or whatever…
Like any other company they will not want negative feedback and where possible try to speak to person rather than firing emails.
Wordery are B2C and it sounds like you needed a B2B account and then you could have spoken to an account manager and they could have sorted it all out for you.
Seller_fcnANlwB930WM
I always believed Wordery to be one of the better large sellers (unlike many of the S/H megas) You did change your mind and to be honest 10 books returned together by courier is no more than a fiver. Return them and move on.
Seller_EHYOwAkoZV3Hb
I don’t know what I’m missing here but this order couldn’t possibly have been despatched within the 30 minute window as the order would have been pending. The OP would have been able to cancel it without the involvement of the seller.
Once the order comes off pending, cancellations are requests. It seems that the seller is highly inflexible once actual orders are received by them. That’s where customer service comes in and it appears they fall short.
Seller_hC0hNVDuILaKO
I must also be missing something here.
If the response from Wordery had simply said, “Apologies but your order has already been dispatched and it is now too late to cancel, please find return instructions attached…” then you would presumably have accepted this and returned at your own expense without quibble but because they actually explained where in the system your order was, i.e loaded up with hundreds of other orders awaiting carrier pick up then you find this unacceptable?
Wordery may be slightly less tactful in their wording than some other sellers but the basic principle is the same, as is the way the return is being handled.
