Modern Warfare 2 - £26 Coolshop.co.uk orders being cancelled?

54
Found 9th Nov 2009
Ordered as soon as I saw the thread on here, then had the order retracted due to 'incorrect price'. Anyone else?

53 Comments

Original Poster

My conversation with their customer support monkey.

Lars: I am sorry, that price was an error, and unfortunately the order … Lars: I am sorry, that price was an error, and unfortunately the order cannot be processedChris Hill: whatChris Hill: are you having a laugh?Chris Hill: you've taken the money from my bank accountLars: no, money is taken when the order is shipped from our warehouseChris Hill: my online banking shows you've taken the moneyChris Hill: my account reduced by the exact amount of the paymentLars: one momentChris Hill: can you confirm one way or another please?Lars: I am trying to confirm. Our tech guys says money is not drawn from your account until order is shippedChris Hill: if you can confirm I am not going to be charged for this order and will be refunded if I have been charged we can leave it there, I'll order from Amazon for £32Lars: yes, 100% mate. If I turn out to be wrong, and money has already been taken then you will naturally get the money backChris Hill: I will however, never be using coolshop again. Quite frankly this is the most transparent marketing exercise ever. Your site slowed to a crawl for the entire period the game was at this price, BOTH the ps3 and xbox 360 games were at a vastly reduced price and I struggle to believe you made the same mistake twice on the same game. I believe you received more orders than you had stock for and have had to cancel orders as a result.Chris Hill: thanks for confirming.Lars: Ok, fair enough, if that is your impression then you should most certainly shop elsewhere

You are now chatting with 'Jacob'
Jacob: Hi and welcome to Coolshop.
Jacob: How may I help you today?

Adam2050: ORDER NUMBER
Adam2050: is the order likely to be dispatched today?
Jacob: yes it should be shipped today
Adam2050: Ok I haven't a confirmation email. Could this be arranged please.
Adam2050: I've only had a process number.
Jacob: we have mailed to Adam2050
Jacob: You can always see the status of your orders via your account on this site. We constantly update your account with the latest information we have received from the manufacturer.
Jacob: Just click on "Your Account" on the left or click on the link that stands at the top of the "Order Confirmation" you would have received when ordering from us. You can always see the expected delivery time and inventory status on the product description before ordering.

Adam2050: Okay could this be resent at all, as I have open my account but no confirmation email only a process order email.
Adam2050: Or when is this likely to be dispatched if this not possible/
Adam2050: ?
Jacob: all has been mailed
Jacob: please remember to tjeck your spam filter

Adam2050: Checked it
Adam2050: Nothing there I assure you.
Adam2050: CoolShop.co.uk ------------------------------------------------------ Order Number: SNIP Detailed Invoice: coolshopCustomer ID: SNIP Date Ordered: Monday 09 November, 2009 Products ------------------------------------------------------ ------------------------------------------------------ Delivery Address ------------------------------------------------------ Billing Address ------------------------------------------------------ SNIP ------------------------------------------------------ SNIP
Jacob: we have mailed thousands
Adam2050: Only mail there
Jacob: so maby google has problems right now
Jacob: but you can see same info
Jacob: online

Adam2050: Ok little strange. Could it not be sent to another email then?
Jacob: the system has already mailed this automaticly
Jacob: but you do not need the e-mail
Jacob: since all info is online

Adam2050: Okay. So this order will be going through and charged the amount priced?
Adam2050: As long as I have it somewhere you understand.
Jacob: no sorry i do not understand?
Jacob: what change of price?

Adam2050: Doesn't matter I've confused you.
Adam2050: As long as you can confirm this will be dispatched soon
Adam2050: That's okay
Jacob: yes please
Jacob: you can always see same info as me on your account

Adam2050: okay thanks

Original Poster

mine was the xbox 360 copy but the ps3 was the same price IIRC so I'd imagine they're doing the same with those orders.

Ive got that screenshotted and stuff, they have a binding contract now.

I ordered one for the pc but im assuming that price was correct

Wow Lars was pretty harsh.

I'd personally report him, he wasn't following protocols. according the responses I got.

t0mm;6829818

Wow Lars was pretty harsh.



'mate' from lars...pretty professional

jasonodell;6829851

'mate' from lars...pretty professional


lars from mars.

It must be how they talk on that planet.

t0mm;6829862

lars from mars.It must be how they talk on that planet.



haha, wish RBS hadn't messed up my bank, missed out on loads today

Original Poster

Adam2050;6829807

Ive got that screenshotted and stuff, they have a binding contract now.



as far as I know its only a binding contract when money has been offered and accepted, which is why I was trying to get to the bottom of the payment going out of my account.

Wonder if its just me thats had my order cancelled then? If someone elses goes through at £26 without getting cancelled we'll have all the proof we need these idiots aren't to be dealt with.

jasonodell;6829871

haha, wish RBS hadn't messed up my bank, missed out on loads today


Im gonna head down to sainsburys tomorrow if my very isn't showing as delivery due today in the morning.

t0mm;6829885

Im gonna head down to sainsburys tomorrow if my very isn't showing as … Im gonna head down to sainsburys tomorrow if my very isn't showing as delivery due today in the morning.



hmm I'm yet to get mine from very, sceptical about that being there tomorrow

jasonodell;6829914

hmm I'm yet to get mine from very, sceptical about that being there … hmm I'm yet to get mine from very, sceptical about that being there tomorrow


i rang them and they say if its marked despatched it'll be here tomorrow..

Did you use the £25 code?

I didn't.

SuperEd

daniel: hi can u tell me if my order will be processed when it was published at £26 please as thats when i ordered it Order #1 (Open)

daniel: and ordered express delivery

Cilia: I'm sorry for the delay. I'll be right with you.

Cilia: no it will be cancelled. because the price was an error

daniel: so you will not be letting me have it at £26 then?

Cilia: no, i'm sorry

Whats with the inconsitancy.

What a farce.

goonertillidie;6829952

daniel: hi can u tell me if my order will be processed when it was … daniel: hi can u tell me if my order will be processed when it was published at £26 please as thats when i ordered it Order #1 (Open)daniel: and ordered express deliveryCilia: I'm sorry for the delay. I'll be right with you.Cilia: no it will be cancelled. because the price was an errordaniel: so you will not be letting me have it at £26 then?Cilia: no, i'm sorry

I wish they'd hurry and cancel them if that's what there going to do.

There matching amazon now btw. Don't think I'll be using them again though !

SuperEd

xbox is now £32 on coolshop WTF!!!!!!!

t0mm;6829935

i rang them and they say if its marked despatched it'll be here … i rang them and they say if its marked despatched it'll be here tomorrow..Did you use the £25 code?I didn't.



yeah, but they emailed me the £25 off £50 code, hence why i used it, plus i did it over the phone.... either way, i've kept the email and said on the phone am i entitled to use it, she checked the system and i was eligable. Gotta cover yaself

goonertillidie;6830144

xbox is now £32 on coolshop WTF!!!!!!!



There idiots. Whats happened I feel is people have ordered them when they already a preorder with them and now theyre panicing because there loosing trade. Now they have to compete because they offer price comparision. Tbh If mine doesn't go through I will be playing hell.

jasonodell;6830149

yeah, but they emailed me the £25 off £50 code, hence why i used it, plus … yeah, but they emailed me the £25 off £50 code, hence why i used it, plus i did it over the phone.... either way, i've kept the email and said on the phone am i entitled to use it, she checked the system and i was eligable. Gotta cover yaself


Sorted.

I used a code I was mailed too (£20 off £40) - ordered over phone aswell

Adam2050;6830167

There idiots. Whats happened I feel is people have ordered them when they … There idiots. Whats happened I feel is people have ordered them when they already a preorder with them and now theyre panicing because there loosing trade. Now they have to compete because they offer price comparision. Tbh If mine doesn't go through I will be playing hell.


Well they cut off at 3PM for despatch today so theyre idiotic to make it £32 now.

SuperEd

t0mm;6830187

Well they cut off at 3PM for despatch today so theyre idiotic to make it … Well they cut off at 3PM for despatch today so theyre idiotic to make it £32 now.



:thumbsup: HAPPY CHRISTMAS COOLSHOP :gift:

t0mm;6830187

Well they cut off at 3PM for despatch today so theyre idiotic to make it … Well they cut off at 3PM for despatch today so theyre idiotic to make it £32 now.



So ain't getting it tomorrow at this rate.

Original Poster

sacked it all off and ordered with Amazon, wouldn't touch [url]www.coolshop.co.uk[/url] with a 20ft Wiimote now.

SuperEd

You are now chatting with 'Jacob'

Jacob: Hi and welcome to Coolshop.

Jacob: How may I help you today?

dan: hi can u tell me when my MW2 order will be despatched please Order #12*****

dan: states still 'open'

Jacob: we will pack and ship it today

dan: when will i get email confimation?

Jacob: so sorrry

dan: ?

Jacob: i just got info that due to enourmous pressure on our systems, since thousands did not preorder we have not been able to process all of todays orders

dan: can u take payment now please then as im still waiting for it to go through and need the funds out of my account

Jacob: we can not charge before we ship it

dan: when will it be charged then? today?

Jacob: when we ship it

dan: thanks jacob i will keep this email if any problems and can go back on it if need be

Jacob: i promise we will keep you updated on your order

dan: thanks

bloomin inconsistant.

Sounds like the next time a deal is posted for this retailer we'll find out why they are called "[COLOR="Blue"]COOL[/COLOR]shop"!

I liked the logging of the "chat" text, Adam. Good approach; well done.

If I am reading the thread correctly... payment is taken when orders are "shipped from the warehouse".

Can you find that quote somewhere during your order process communication (either on-screen, or in confirmation e-mail)?

If you can is that not enough documentary evidence to form a contract?

BFN,

fp.

Due to the release of Modern Warfare 2, our system has been under enormous pressure all day. This means that orders that have been placed today, may not be shipped make it out today. We apologize for the inconvenience and expect to be fully up to speed again by tomorrow. - On coolshop now.

SuperEd

Adam2050;6830572

bloomin inconsistant.



so am i getting it or not LOL

SuperEd

Adam2050;6830621

Due to the release of Modern Warfare 2, our system has been under … Due to the release of Modern Warfare 2, our system has been under enormous pressure all day. This means that orders that have been placed today, may not be shipped make it out today. We apologize for the inconvenience and expect to be fully up to speed again by tomorrow. - On coolshop now.



just seen that! 2 bit company lol

goonertillidie;6830653

just seen that! 2 bit company lol



I'm unsure whether to go to Asda later and pick up a copy.

Original Poster

goonertillidie;6830536

You are now chatting with 'Jacob'Jacob: Hi and welcome to Coolshop.Jacob: … You are now chatting with 'Jacob'Jacob: Hi and welcome to Coolshop.Jacob: How may I help you today?dan: hi can u tell me when my MW2 order will be despatched please Order #12*****dan: states still 'open'Jacob: we will pack and ship it todaydan: when will i get email confimation?Jacob: so sorrrydan: ?Jacob: i just got info that due to enourmous pressure on our systems, since thousands did not preorder we have not been able to process all of todays ordersdan: can u take payment now please then as im still waiting for it to go through and need the funds out of my accountJacob: we can not charge before we ship itdan: when will it be charged then? today?Jacob: when we ship itdan: thanks jacob i will keep this email if any problems and can go back on it if need beJacob: i promise we will keep you updated on your orderdan: thanks



sounds like confirmation you're getting it at the reduced price, meaning the 'incorrect price' thing I was told was an out and out lie.

Lying to your customers? Now that's customer service!

Original Poster

Adam2050;6830680

I'm unsure whether to go to Asda later and pick up a copy.



I ordered again off Amazon for £32 with free next day delivery (I'm a prime member)

I've both Sainsburys and Asda close to me but I don't fancy standing in a queue at either Midnight in Asda or 7am at Sainsburys.

chrishill;6830731

I ordered again off Amazon for £32 with free next day delivery (I'm a … I ordered again off Amazon for £32 with free next day delivery (I'm a prime member)I've both Sainsburys and Asda close to me but I don't fancy standing in a queue at either Midnight in Asda or 7am at Sainsburys.



I. Will find out soon

starting writing to them again.

Changed there status again. Now price also. Website are lacking in customer service skills. Have asked for a ban on Coolshop deals.

I don't get how PS3 is cheaper then 360?

SuperEd

£26 then full price then £32 now full price and they cant fill orders LOL
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