Customer upset furniture shop won’t let her cancel $580 order after she finds out delivery date
A woman ordered furniture online and is upset that the shop would not let her cancel her order after she found out the items would only be delivered after Hari Raya.
Stomper Claire had found the online furniture shop called Radical Homes through the Grab app and bought three wooden dining chairs for $580 on March 15, expecting to get them before March 21.
“I thought I would be receiving the chairs in time for Hari Raya, but instead, they told me I must wait for six to 10 weeks because they were ‘made to order’,” said Claire.
“As the waiting time was too long and there was confusion regarding the colour of the chairs, I requested to cancel the order within minutes of placing it, but the company refused,” said the Stomper, who shared a video of the messages between her and Radical Homes.
She protested and sent a screenshot of the cancellation policy from the company’s website, pointing out the part where it states: “As we work fast to ensure you receive your item as soon as possible, all orders are processed after three hours of your order placement or payment, no cancellations after payment is made unless the items you purchased is out of stock.”
Claire argued that since she had requested the cancellation within the stated three hours, it should be allowed.
Radical Homes clarified that the policy states that no cancellation is allowed and does not state that cancellation is allowed within three hours.
The Stomper also argued that since her chairs would not be delivered until at least five weeks later, they must be out of stock, which meant that cancellation should be allowed, going by the policy.
Radical Homes explained that “out of stock” meant “we can’t produce any more”, which was not the case for the Claire’s order. The company messaged her: “It’s not unavailable. If it is, we will refund.”
The shop added: “Not in stock doesn’t mean not it’s not available.”
The customer replied: “Wah, your English can throw in the dustbin.”
When Stomp checked the Radical Homes website on March 30, the cancellation policy no longer has the clause about the three hours and the “out of stock” part.
In response to a Stomp query, a spokesperson for Radical Homes said its website states “very clearly” the lead time — which is five to 10 weeks — on every product page as well as its FAQ page.
“Client ordered without checking the lead time and then said she wanted to cancel after ordering,” the spokesperson told Stomp.
When Stomp visited the product page on March 30, it states that an order made on March 30 will be delivered by between April 25 and May 23, which meant a lead time of between about one to two months.
The spokesperson added: “We mentioned that we are unable to cancel because we have a ‘no cancellation’ policy as cancellation will affect our store algorithm. We state clearly that we will only refund if the item purchase isn’t available any more. However, for this customer, the item is still available. We mentioned that we will expedite for her, but we are unable to cancel.”
The spokesperson also pointed out that the cancellation policy is stated on the FAQ page.
“We state it clearly to prevent any issues,” said the spokesperson. “However, the customer didn’t read before purchasing.”
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