False delivery schedule & unable to cancel order
I made an order on 12/12 for a Christmas present. The website stipulates that the order will be shipped within 24 hours and with express delivery, which costs 30 EUROs, the order should arrive 2 working days after that. In the Shipping Details they highlighted if an order was placed before 18/12, it will arrive before Christmas.
On 16/12, I had yet to receive an email with the shipping details so I contacted their support team. They said the order was still being processed and will be shipped soon. I followed it up on 17/12 and received a reply on 18/12 that due to high volume of orders, the shipment is delayed and they're investigating the issue. I said that if the order cannot arrive before Christmas, I would like to cancel the order. They replied they could not confirm that, so I requested a cancellation of my order and a refund.
They replied that due to the fact the order is already in such an advanced stage of processing with the warehouse, they cannot cancel the order. They advised if I was to request a refund, I would have to wait for the order to arrive, return the item and request a refund.
I've never experienced such a backwards process. I'm assuming they would keep the 30 Euro shipping and only refund the money for the items ordered. As of today, the order is still not shipped and no details of when it will.