Have I been wronged by CentreCom?

Ljoeflacco on 04/01/2014 - 11:52

Okay, so on boxing day at midnight on the dot, I bought a laptop when the deals went live. The item was listed as 'in stock' for the online store, as well as 'in stock' for a number of local brick and mortar CentreCom stores. However, I had to go to the boxing day test in the morning before the stores opened, so decided to buy it from the online store.

For half an hour at least, the laptop was still listed as 'in stock' and the store must have been updating in almost real time since I watched a number of other items go out of stock on their page.

My payment went through instantly through PayPal without a hassle and my order went through to the picking stage. But on the 2nd of January, my order suddenly changed to 'cancelled'. I'm guessing they didn't have any stock.

I'm really annoyed for a number of reasons..

  1. it was listed as 'in stock' when it obviously wasn't
  2. they didn't let me know right away, which prevented me from going to a physical store, since it turns out they had stock for another 2 days or so
  3. they didn't do the orders by priority and get stock from another store for me
  4. I bought some accessories for the laptop already during the boxing day sales
  5. I've missed out on getting a boxing day/new years sale since they took over a week to cancel my order
  6. after looking on their website, I think the model I bought may have been discontinued in their stote since it's no longer listed

What are my options here? Do I contact them and namedrop consumer affairs or the ACCC?

Cheers

Computing

Related Stores

Centre Com
Centre Com

Comments

  • [Deactivated] on 04/01/2014 - 12:42
    +6

    Have a look at what the T&C on their website say in relation to stock levels and cancelled orders. If what has happened differs to their T&C you may have a leg to stand on, but with most things online, because you agreed to the T&C, they most probably have their ass covered.

    Emailing them might get you a good deal on another laptop from them you word it nicely and ask if they can 'make it up' to you.

    I would say you are a long time customer of theirs rather than name dropping Consumer Affairs. If you dont usually order online, Just say you always come in to the retail store (i.e. cash sales if you don't have a history with them) , but didn't because you didn't for the boxing day sale because you knew the staff would be overloaded with other people. Emphasize that this is below the level of service you usually experience with them and you are disappointed.

    • joeflacco on 04/01/2014 - 13:07

      Thanks for your reply. I don't really see anything that pertains to my issue in their T&C page (http://www.centrecom.com.au/t/ConditionsOfUse).

      I feel like I've been bent over a barrel big time here and this is going to cost me hundreds of dollars for sure. One thing is for sure… I'm never going to deal with these guys again if it isn't resolved.

      • holdenmg on 04/01/2014 - 13:11

        "The information contained in here is subject to change without notice, while stock lasts and raincheck do not apply."

        • joeflacco on 04/01/2014 - 14:12

          Yes, I saw that, but surely there's an issue when there's a major discrepancy between the amount of stock and the amount listed.

        • holdenmg on 04/01/2014 - 15:00
          +3

          E&OE.

    • [Deactivated] on 05/05/2014 - 12:59

      True but that's like anywhere in store, when they are busy even harvey norman, dick smith, youll wait for an hour to get served, they cant really cover that in t&c

      The story about online sales reminds me when i bought original samsung galaxy from techoni (sydney). I rang them first and they said yes we have stock will send it in 2 days. I WAITED 3 WEEKS and even then rang them 5 times to get it all. Never again.

      That's why now I will pay a little extra if I can go into store (cpl, msy, dse) or they offer physical pickup (umart, estore). Still fairly cheap but you dont put up with online delivery sh…

      See my review http://www.productreview.com.au/r/centre-com/576593.html about my centrecom experience

  • twocsies on 06/01/2014 - 21:01

    If they cancelled retroactively a several hundred dollar purchase without contacting you, that's pretty rude. You should be able to call them up and get a clarification. You didn't mention whether they returned the money via PayPal, but I'd think they would want to help you out solely because that's a several hundred dollar purchase.

  • joeflacco on 06/01/2014 - 21:20

    Try a $1000+ order. :/

    I already sent them an email enquiry a few days ago to which I've received no response. I just found out that their online store is also their Sunshine store, so I'll try ringing them if they don't respond to the email in a few days.

    I came across this previous end of year sale from them ( https://www.ozbargain.com.au/node/36840 ) and it seems like people here had problems with cancellations. Perhaps there was nobody working over the new year to accept my payment and it was cancelled automatically after 7 business days?

    • twocsies on 07/01/2014 - 00:07

      Biggest shopping days of the year, a retail company should consider if it's time to let 100% of staff take a week off or is it better to ensure customer satisfaction…

      Maybe also try the Centrecom ozbargain rep. He sometimes follows up ozbargain issues but he might not have seen your post.
      https://www.ozbargain.com.au/user/27312
      I found his details by clicking a centrecom thread. Last login was 2/1/2014.

      • joeflacco on 07/01/2014 - 01:29

        Thanks for your help.

  • [Deactivated] on 05/05/2014 - 13:05

    MY COMMENTS MAY BE TOO LATE FOR OP BUT OTHERS WRONGED BY CENTRECOM MAY FIND THEM USEFUL

    If youre close go into centrecom sunshine (head office) with docs and ask for owner or manager. Try and be nice, but if that doesnt work put a a bit of fuss (not much just enough), say you have been a cust for 15 yrs, this is rediculous, etc, and dont be afraid to say that youll post your negative experiences in ozbargain, productreview, etc and they will lose business.

    At least thats what i would do.

  • [Deactivated] on 05/05/2014 - 13:10
    -1

    Or find a post here where centrecom rep has posted and vent there, they monitor them, or pm the rep, someone here will tell you how

    Just some ideas

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