TWH Cancelled Order - Help or suggestions?

L3tstaxth1s on 18/06/2023 - 22:10

Got an email this morning from TWH that a C&C order (already paid for) has been cancelled and refunded due to the fire at Tory Street store this week.

We tried to ask the online agent for TWH to honor the 40% off boots sale (gumboots for the kids) and they rejected this. We would now have to buy these again at full price.

Frustrating that TWH can't just give me a voucher code to use to buy the same boots from another store, or just fulfil the original online order from a different store. They're not out of pocket either way.

Any potential avenues here? Or has any one else received the same email this morning?

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  • Latex Fist on 19/06/2023 - 08:18
    +1

    Have you tried a different agent? Or gone in store?

    That really seems moronic on the TWG part.

    • L3tstaxth1s on 19/06/2023 - 09:31
      +1

      Will send an email as next step… What a joke.

  • Bargainstalker on 19/06/2023 - 08:49
    +1

    Had a rough go from twh with a cancelled order too. Lied and said all the items were out of stock, was intending to go to the local and film the items in stock. But the third person explained they had the legal right tp cancel an order and apologized for the muck around. It was forgivable - just

  • cutcutcut on 19/06/2023 - 10:22
    +1

    That's some pretty poor customer service. To me it certainly feels like customer service has slipped. They seem pretty stingy. I think if you were able to talk with a manager you might have more luck but it's certainly hard to get one unless you go in store. They don't like elevating to a higher level on the phone or chat and they only give out generic email addresses for contact.

  • Huntakillaz on 19/06/2023 - 20:31
    +1

    Same issue, I had 4 orders to pickup, i said I'll wait till they're back open or even if they offered delivery but they said:

    "Good morning,

    Thank you for your email. We have at this stage no firm ETA on when we would be able access the store again. We do apologise for the inconvenience and have had to refund and cancel your order.

    Please reply to this email if you would like to share additional information about your enquiry. "

    so didn't even get to ask about pickup from another store, or any sort of voucher etc, checked and all my orders were cancelled before I even go this reply email which was 15misn from the initial email and my reply

    • L3tstaxth1s on 19/06/2023 - 21:21
      +1

      Good to know I'm not alone. We've emailed them so will probably take them a good 3+ days to respond. Not impressed though. Kids were looking forward to their gumboots…

      • Huntakillaz on 03/07/2023 - 18:10

        So today I was checking if Tory st is open, called Noels next door as TWH wouldn't pickup, they said it still closed might be several more weeks.

        Well out of the 4 lots of items i had waiting 3 were cancelled and one was left open till last night, then today while seeing if TWH was open or not so i could pickup. the last open one someone at sometime completed the order, despite me being unable to pickup.
        Very odd, but worse because it means my card got charged for goods i don't have. Dodgy af
        So called up customer service and spoke to them about it, they're gonna do an investigation as to how that happened.

        Then i was talking to the agent how the other items were cancelled but not this one, and that I never got the option to have the items delivered or have it reordered so I can pickup or have it delivered to me. Which seems like something that could have been done rather than cancel and refund.
        Anyways she did some checking and then was cool enough to let me reorder them all for delivery at the prices they were honoring the initial orders.

        So $200+ down to $70 I'm stoked!!

        • L3tstaxth1s on 03/07/2023 - 22:09

          Nice. I ended up getting a voucher code for next purchase after chasing thru email.

  • gcnz on 19/06/2023 - 08:14

    That seems a bit harsh. There are a few stores in Wellington, I agree they should just transfer the pickup it to another store.
    I've done click and collect orders before and found I got the sizing wrong, or found on a label that a rash suit didn't have UV protection, there was no problem changing items and they still gave me the discount from the week before.

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