Unreasonable and ******** Cancellation Policies

On Saturday, 5 October 2024, I went to the Mr Price Home Store in Clearwater Mall and ordered to tub chairs. We were told the chairs would be delivered the following week.

We then decided that we did not want the chairs, so on Monday, 7 October, (less than 48 hours after placing the order) I went back to the store at Clearwater Mall and advised them we wanted to cancel the order. The assistant at the store made a call, and advised me that the order had been cancelled, and that I would receive an email with a credit voucher for the value of the order. Although I wanted a refund, not store credit, I accepted this and left the store.

On Tuesday, 8 October, I received a very curt email from a customer service representative

"Please note that we cannot cancel your order as these are made-to-order items, it takes 6-8 weeks to manufacture. You will receive communication closer to the delivery date."

I responded that I had been advised by the store that the order had been cancelled and would receive a store credit, and that their response was unreasonable for the following reasons: • We were never advised by the sales person in the store that this was a “made to order” item and could not be cancelled or returned • The invoice received does not indicate anywhere that the order cannot be cancelled • By their own admission, in the email, it takes 6 to 8 weeks to manufacture; we’ve advised them within 48 hours that we want to cancel, so there is no way you have even begun production on this order, so cancelling the order will not lead to any loss for the company. • The lead time of 6-8 weeks is totally contrary to the timeline given by the store assistant, and had we known delivery would take so long we would never have ordered the chairs in the first place.

I've had no response from Mr Price Home, who obviously clings to unreasonable and ******** policies to try prevent customers from cancelling order, even within very reasonable time.