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Post by Miss Ang on Dec 4, 2022 0:47:45 GMT
I ordered an item from a big box store and cancelled it the following day. Immediately after cancelling, I received a confirmation email that the order was cancelled and when I log into my account on the website it shows that order was cancelled. About a week later, said item shows up at my house. I double checked my credit card (no charge) and double checked my online account for the store (order still shows cancelled). I tried to contact them via online chat and after a song and dance, they told me to call customer service. So I called. After being on hold for 20 minutes with no answer, I finally hung up. I'm a very honest person so I'm struggling keeping something I didn't pay for. I guess the bottom line is that while I am struggling having this item that I did not pay for I am also wondering how much effort should I have to put in to correct their error? So what would YOU do? ETA: It is something I will use. It was an impulse purchase and I felt guilty after sleeping on it, which is why I cancelled the order. I LOVE the item and would be happy to have it. haha I just feel a bit weird about it! ETA an UPDATE: So, here are the full details. It's a Christmas tree; sale price when I ordered is a little more than $500. It's big; a 9' tree. There IS a store 30 min. away. In order to pack this tree up I would need to put down the seats in our SUV and make a special trip (round trip, 60 min + time in the store). Once I get to the store I would need to go in and ask for assistance unloading and then waiting for someone help me load it up (it's very heavy and large) plus dealing with the store line and explaining the situation on top of chaos a big box store is at Christmastime. At this point I've already invested 25 minutes (not counting the time I'm chatting about it. LOL) Driving into that area where the store is is NOT something I plan to do any time in the near future; it would a special trip out of my way. With the exception of a few gift cards I'll pick up at a local store, I am finished Christmas shopping and this is because every year I intentionally plan to have my stuff done early so I'm not dealing with the mess that stores are during this season (!) so going to the store is a royal pain in my derriere that I dread! haha But... I feel guilty about this!  |
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seaexplore
Prolific Pea
Posts: 8,430
Apr 25, 2015 23:57:30 GMT
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Post by seaexplore on Dec 4, 2022 0:53:51 GMT
I would keep it. If it's something I would use, I'd use it. If not, I will gift it or donate it.
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Post by lisae on Dec 4, 2022 0:54:45 GMT
Depends on the cost of the item. If it is under say $25, I'd keep it and not do anything else. If more expensive, I might call once more but that would be it. Their costs assume they have this sort of error.
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Post by ~summer~ on Dec 4, 2022 0:57:44 GMT
How much was it?
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RosieKat
Drama Llama
PeaJect #12
Posts: 5,398 
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Post by RosieKat on Dec 4, 2022 1:03:07 GMT
If it's something where you have a local store of the chain, I would probably take it back in person and see what to do. If that were not an option, I would probably call back and sit on hold another time. If I tried a second time and had a similar problem, I'd give in and keep it, or potentially donate it to a charitable organization that could use it.
But I tend to be overly goody two shoes, for whatever that's worth. I don't think you'd be morally wrong in just keeping it at this point.
ETA - if you end up not returning it, I would hang on to it and the packing materials, etc. for at least one CC billing cycle, just in case it shows up later.
ETA #2 - I will say that when I've had this happen in the past (surprisingly often when I think about it), me trying to return it confuses the heck out of people. I've had the store people tell me more than once just to keep it because they can't figure out how to return it in the system without any actual sales info.
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Post by revirdsuba99 on Dec 4, 2022 1:16:03 GMT
You tried. They failed you on hold. Keep it.
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Post by leannec on Dec 4, 2022 1:18:39 GMT
Keep it ... they will just be confused by you trying to call them to return it ... You must tell us what it is!  |
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Post by littlemama on Dec 4, 2022 1:26:25 GMT
You cancelled and they sent it anyway. It is yours.
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Post by pjaye on Dec 4, 2022 1:31:45 GMT
I'd probably try calling one more time, but they didn't give me a definite answer then I wouldn't feel guilty about keeping it.
I'm prepared to make a reasonable effort to let them correct their mistake, but no I wouldn't "stay on hold for as long as it takes" either.
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pantsonfire
Pearl Clutcher
Take a step back, evaluate what is important, and enjoy your life with those who you love.
Posts: 4,762
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Post by pantsonfire on Dec 4, 2022 1:31:49 GMT
I'm one of those who feel bad and would return it.
I did so with an Old Navy order. I canceled it as I realized I ordered the wrong size and then placed a new order.
Got both.
Took the items to my local Old Navy and they were so very thankful I returned the non paid for item.
There is enough theft that increases prices. I don't want to be part of that. Just my personal opinion.
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Post by busy on Dec 4, 2022 1:43:30 GMT
If there was a local store, I’d return it there the next time I was in the area. I would not make a special trip. I would not keep calling and have my time wasted. Time is valuable.
The order was canceled, they screwed up, you have made multiple honest efforts to return it, and they aren’t interested in rectifying their mistake. You’re fine to keep it. Or if you feel too guilty to do that, donate it somewhere.
It is NOT theft.
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Sue
Pearl Clutcher
Posts: 3,234
Location: SE of Portland, Oregon
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Post by Sue on Dec 4, 2022 1:52:47 GMT
I'm another one of those who would keep trying until I had some kind of resolution agreed upon with the store. Whether that meant I paid for the item, they made arrangements for the return of the item, or they agreed that I should keep the item, my conscience would require an answer from the seller.
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Post by Bridget in MD on Dec 4, 2022 1:57:12 GMT
If it's something where you have a local store of the chain, I would probably take it back in person and see what to do. If that were not an option, I would probably call back and sit on hold another time. If I tried a second time and had a similar problem, I'd give in and keep it, or potentially donate it to a charitable organization that could use it. But I tend to be overly goody two shoes, for whatever that's worth. I don't think you'd be morally wrong in just keeping it at this point. ETA - if you end up not returning it, I would hang on to it and the packing materials, etc. for at least one CC billing cycle, just in case it shows up later. ETA #2 - I will say that when I've had this happen in the past (surprisingly often when I think about it), me trying to return it confuses the heck out of people. I've had the store people tell me more than once just to keep it because they can't figure out how to return it in the system without any actual sales info.This happened once when we bought DS a ride on John Deere tractor for his 1st bday. Walmart sent us 2. They could NOT figure out how to take one back without refunding me, so eventually that's what they did. I tried! My friend had diamond earrings sent to her once from JCP. It turns out her credit card was stolen or skimmed, and when she called, they gladly took them back BUT it also interrupted a whole bunch of items the theives were in the process of ordering and sending to another address. If they hadn't accidently sent the earrings to her address, she may not have known until much much later. But this sounds like something you ordered and cancelled, so you are aware of the purchase! |
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Post by Bridget in MD on Dec 4, 2022 1:58:41 GMT
You cancelled and they sent it anyway. It is yours. This has happened to me several times with Amazon. They sent me an item, it got lost or wasn't delivered so they would tell me to cancel or reorder, and I would cancel the order and then it would show up! |
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Post by 950nancy on Dec 4, 2022 2:36:53 GMT
You tried. You could send an email if it bothers you, but sitting on hold for who knows how long is not your responsibility.
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Post by LiLi on Dec 4, 2022 2:41:26 GMT
This happened to me with an expensive printer once. I ended up with 2. They told me to keep, donate or destroy the extra. Another time with an exercise bike. We bought 2 and were only charged for one. Different chain, they also said to just keep it. Don't feel guilty. I feel like they don't want to go out of the way to figure out return shipping or something. 💛
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Post by crazy4scraps on Dec 4, 2022 3:01:57 GMT
I would try calling again at a non peak time and see if I could get through to see what they wanted me to do. If that didn’t work and there is a local store you can bring it back to, I would try that the next time I was in the area but I probably wouldn’t make a special trip.
Did you open the package? Sometimes there is a return label or instructions inside the package with the item, maybe that would be the easiest way to send it back. I think the cost of the item is something of a determining factor as far as how much effort I would put into sending it back. If it was less than $20 or so, I wouldn’t work as hard as if it was something worth more than that because it’s likely they won’t want it back anyway.
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Post by scrapmaven on Dec 4, 2022 3:04:26 GMT
I'd probably try calling one more time, but they didn't give me a definite answer then I wouldn't feel guilty about keeping it. I'm prepared to make a reasonable effort to let them correct their mistake, but no I wouldn't "stay on hold for as long as it takes" either.  |
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Post by Eddie-n-Harley on Dec 4, 2022 3:24:56 GMT
Several years ago, I ordered a baby monitor from Target.com for a baby shower. TARGET cancelled it. Boo. Went back to the website. Monitors still available. Okay, maybe a glitch. I'll reorder.
Long story short, I ended up with FOUR baby monitors that Target had no record of selling me and I was never charged for. I tried to take them back to the store. Probably pissed off the people in line behind me but I waited while the customer service person called the Target help line.
Since there was no record of the sale, they couldn't take them back into inventory. So I ended up with four FREE baby monitors. I gifted one as intended (and paid for another gift), told the story at the shower, and gave away the remaining three. (My point being that if there's no record of the sale, the store is unlikely to be able to do anything, even if all you want to do is give it to them.)
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Gennifer
Drama Llama
Posts: 5,004
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Post by Gennifer on Dec 4, 2022 4:00:20 GMT
Uh… Festivus miracle?
I mean, I get trying to return it. And if it was something you could easily toss in your car and return it next time you were in the area, sure. But it’s not, and you tried (twice) to contact someone and return it. And this is something that is seasonal… what good will it do them in January?
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Post by worrywart on Dec 4, 2022 4:01:18 GMT
I'd maybe call back super early right when the lines opened.
A few months ago, Amazon sent me 12 of something instead of 1. I was charged for only 1, $6. I called Amazon to see what they wanted me to do and they said keep. I felt better to have called, even though it was annoying to call - I know that someone made a simple mistake on my order but I didn't want to feel guilty about not mentioning it to them. Good luck!
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Post by ScrapbookMyLife on Dec 4, 2022 4:05:39 GMT
Usually in cases like this, the store usually says keep it, because they don't want to bother with the hassle of pickup and the expense of shipping it back.
In this situation, the mistake is not yours.
Therefore, you shouldn't have to go above and beyond to return it.
I would call the customer service line, and say "my cancelled item was mistakenly shipped me. Your company can send a shipping company by for pickup on whatever date and time *no more than a four hour time frame window*". Then it's on the them to do the pickup and ship back. If they decline on doing so, that's on them.
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Post by revirdsuba99 on Dec 4, 2022 4:10:04 GMT
Miss Ang your update does temper my initial response. It honestly made my laugh, with how do you ever explain that to them. They are not likely to even believe you. I would attempt one more call...
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Post by crazy4scraps on Dec 4, 2022 4:10:32 GMT
After reading the update, yeah, for something that expensive I would try to find a way to return it even if it was inconvenient. I’d start with another phone call to customer service at hopefully a less busy time so you’d have a better chance of getting through. My guess is that for a $500 item it would be worth their while to issue a UPS call tag and have it picked up.
When we’ve had situations where we know we’ll likely be on hold for a while, we make the call on a cell phone, put it on speaker next to us and just do something else while we’re waiting for someone to answer. That way it’s not like you’re sitting around doing nothing and totally wasting time.
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Post by sunnyd on Dec 4, 2022 4:15:52 GMT
I would call them & ask them if they want to send you a return label and have FedEx pick it up or if they want you to keep it.
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Post by myshelly on Dec 4, 2022 5:16:52 GMT
The absolute most I would feel obligated to do is send an email.
I would not call. I would not spend time on hold. I most certainly would not go to the effort of loading it into the car and driving to the store.
If they want to arrange pickup/shipping, whatever, I would set it on the porch and that’s it. I would not print a shipping label or take it anywhere to be shipped back.
There is no conceivable stretch of the definition of stealing that applies to this situation. It’s ridiculous to say that.
If it were an item of lesser value I wouldn’t give it a second thought.
I would feel not a smidgeon of guilt if I ended up keeping it.
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Post by lucyg on Dec 4, 2022 5:19:47 GMT
Not the same exact situation, but:
Amazon canceled an order for me because I kept getting notices that it was lost, delayed, couldn’t be delivered … something different every day. I contacted them via chat.
The next day, the order showed up. Of course.
So I contacted them again via chat (admittedly quick and easy), willing to pay for it again, and they said to just keep it, no charge.
It was something like a $50 order. I felt bad, but whatever, I tried. No guilt.
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gsquaredmom
Pearl Clutcher
Posts: 4,078
Jun 26, 2014 17:43:22 GMT
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Post by gsquaredmom on Dec 4, 2022 5:28:46 GMT
If they say to keep it, keep it.
you could make a donation to a food pantry for holiday meals or toys for tots for gifts.
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Post by Embri on Dec 4, 2022 5:47:44 GMT
If it bothers you to keep the tree, donate it to a local charity that does the Holidays for Low Income Families thing. But at this point I'd say you've done your due diligence. You attempted to let them know about the delivery. Trying to sort it out would probably cost the business involved more than the potential revenue.
If they want it back they can come and get it. I would not spend more of my own time or money trying to fix it.
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Post by lisae on Dec 4, 2022 13:12:41 GMT
Okay, $500 is a lot so I would at least call again. I would not load it up and take it to the store unless instructed to do so. 60 minutes round trip is the typical trip for us so the time doesn't bother me but the hassle of loading it would.
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