If anyone ever thought about ordering from Zatu Games (https://www.board-game.co.uk/), I suggest you reconsider.
TL;DR: I paid in full, but they didn't reserve my ordered items TWICE. So now the items I was specifically looking for are out of stock, and I'm not given any timeline on when they'll be back.
Repost will be appreciated.
1/6
Made an order in the last days of September for 4 items from there - 2 "main" ones and 2 minor ones. They specified the delivery date to be in 2 weeks, which was quite a long period of time but OK-ish.
2/6
On the dispatch date, I got an email that one of the main items was out of stock (it was on the date of ordering), so they would be postponing my shipment. I asked them to provide a timeline for when it would be back and got an answer along the lines of "I don't know, but I will pass your concern further to our team."
3/6
This happened on the 15th of October. I had no communication with them since, so today I wrote a second email escalating and asking them to either provide me with a clear timeline or refund me for the out-of-stock item and ship all other stuff.
The answer was: "Unfortunately, now both of your main items are out of stock, but we can send you the other ones."
4/6
That means they didn't put these items on hold when I made an order and PAID THEM. They also didn't put the items on hold when they had to send me my ordered stuff and found out that one of them was missing.
I don't think it's legal, honestly. If I understand the Consumer Rights Act 2015 correctly, they should either provide me with a clear timeline or send me the goods within 30 days - which has already passed.
5/6
They issued me a refund and I should get it in 1 to 5 days, but no excuses, coupons, or discounts were offered.
I am honestly really frustrated, as ordered from them specifically because they had in stock one TTRPG that is really hard to obtain. After a month of waiting (and a quite popular YouTuber making a positive video about this game), I suspect it will be almost impossible to get it now.
6/6
@lost_enchanter This happens a lot with web shops that are really just drop-shippers and don't maintain their own stock.
In the EU (probably also still in the UK), once a seller confirms your order and you have paid, a contract is in place and they the seller is not allowed to simply cancel the order. If they cannot fulfill the contract, you can purchase it somewhere else and claim the difference from them.
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