Accidental watch order being delivered
Discussion
I saw an article at the weekend on Fratello for a nice budget chrono. I went on the watch site to learn more. Prices are in USD and shipping calculated at check out. I followed that through to see approx how much it would be in GBP and possible delivery. Turns out delivery was free. Next thing I knew was I’d ordered the watch! There was no are you sure or tick here that you’ve read our T&Cs or anything. It was somehow linked via Shop app which has my CC setup.
I immediately on Sunday night emailed their customer support team to cancel my order and issue a refund. There wasn’t any cancellation button or option on their site.
On Monday I got customs emails and texts from DHL for me to pay customs. DHL phoned as well and I informed them I was rejecting the order. They gave me a DHL email and they replied they would halt delivery and inform the vendor. The watch is coming from Singapore.
Wednesday (yesterday) I got several DHL and vendor updates that ‘your parcel is out for delivery’, I rescheduled to today and it’s coming this afternoon.
I emailed the customer support at the watch company again showing my original email. They emailed 1am apologising they hadn’t seen my original email as it went to Spam. As a good Will gesture they have offered 10% discount as the cost to me to return the watch would be more expensive.
I’ve replied that I’d prefer a refund so what’s their process. They’ve told me to accept the parcel and hold it until they get another UK order and I can ship it to that person! Presumably at my expense. I don’t think someone buying from them would appreciate their delivery details being shared with a stranger. Also what if it gets lost, damaged etc, so many other red flags.
What are my options? I’m minded to reject the delivery when the courier arrives and ask him to return to sender but is this possible?
Should I request refund via credit card? I’ve never done this before.
Bear in mind I’ve not paid the customs so is this liable if I accept or reject? Will I get a customs follow up either way?
Customs is estimated by DHL at £53.10.
I immediately on Sunday night emailed their customer support team to cancel my order and issue a refund. There wasn’t any cancellation button or option on their site.
On Monday I got customs emails and texts from DHL for me to pay customs. DHL phoned as well and I informed them I was rejecting the order. They gave me a DHL email and they replied they would halt delivery and inform the vendor. The watch is coming from Singapore.
Wednesday (yesterday) I got several DHL and vendor updates that ‘your parcel is out for delivery’, I rescheduled to today and it’s coming this afternoon.
I emailed the customer support at the watch company again showing my original email. They emailed 1am apologising they hadn’t seen my original email as it went to Spam. As a good Will gesture they have offered 10% discount as the cost to me to return the watch would be more expensive.
I’ve replied that I’d prefer a refund so what’s their process. They’ve told me to accept the parcel and hold it until they get another UK order and I can ship it to that person! Presumably at my expense. I don’t think someone buying from them would appreciate their delivery details being shared with a stranger. Also what if it gets lost, damaged etc, so many other red flags.
What are my options? I’m minded to reject the delivery when the courier arrives and ask him to return to sender but is this possible?
Should I request refund via credit card? I’ve never done this before.
Bear in mind I’ve not paid the customs so is this liable if I accept or reject? Will I get a customs follow up either way?
Customs is estimated by DHL at £53.10.
vixen1700 said:
How did you accidentally order it without putting in all your details and all your payment details?
Thanks for your reply. As stated in first paragraph it was somehow linked to Shop service. The only time I use that is to buy additional entries into Omaze once in a blue moon. I’d like to put in a screenshot but I’m afraid of it taking another payment.
vixen1700 said:
MercedesClassic said:
Thanks for your reply. As stated in first paragraph it was somehow linked to Shop service. The only time I use that is to buy additional entries into Omaze once in a blue moon.
I d like to put in a screenshot but I m afraid of it taking another payment.
OK. I d like to put in a screenshot but I m afraid of it taking another payment.
RowntreesCabana said:
I know it appears as user error but I order things online frequently enough, although I prefer to support high street. It s the shock that this went through unchecked on their site and in the background was linked to an all be unused paymeht platform. The vendor s customer service is shocking and wouldn t inspire confidence that issues with the watch would be resolved. The parent company is RZE who are an up and coming American microbrand who specialise in titanium tool watches so I d have expected better service than to post the watch on to another customer.
I spoke to my credit card company about Section 75 options. The fraud team handler advised me to reject the delivery. They said it will then go back to the vendor and they will offer me a refund.
In the meantime they want me to email them all the purchase confirmation and communications about it over to them.
I’ll know soon if the courier will accept my rejection. I know it needs signature verification so I’ll refuse that.
In the meantime they want me to email them all the purchase confirmation and communications about it over to them.
I’ll know soon if the courier will accept my rejection. I know it needs signature verification so I’ll refuse that.
abzmike said:
To be fair, if there is a link with Shop, it is remarkably easy to make a purchase without entering payment details.
Yep, Shop is designed to be a one click purchase, similar to Amazon, so it stores all of your payment details, CCV, and addresses. A lot of Shopify based stores have a 'one-click' button, alongside an add to cart button, you have to make sure you click the right one if you just want to add to cart. I was looking at something this morning, see below.Bob_Defly said:
abzmike said:
To be fair, if there is a link with Shop, it is remarkably easy to make a purchase without entering payment details.
Yep, Shop is designed to be a one click purchase, similar to Amazon, so it stores all of your payment details, CCV, and addresses. A lot of Shopify based stores have a 'one-click' button, alongside an add to cart button, you have to make sure you click the right one if you just want to add to cart. I was looking at something this morning, see below.I ve just had the DHL and vendor updates that they couldn t deliver as I wasn t in and to reschedule delivery. This is exhausting.
I m going to email the vendor updates and advise this was the advice from my CC provider. I ve a fear they are going to gouge a big portion for their expenses.
I’ve said I’ll absorb the foreign exchange charges on my CC.
Edited by MercedesClassic on Thursday 22 January 16:33
Sporky said:
Wills2 said:
I'm disappointed we haven't got an image of the watch in question.
Me too. I like RZE. https://www.fratellowatches.com/hands-on-with-the-...
Gassing Station | Watches | Top of Page | What's New | My Stuff