topic Re: Over 14 days order delayed in Orders

Over 14 days order delayed

Ann-8765 — Tue, 28 Apr 2026 21:49:21 GMT

Placed order on 13th April for a MacBook and it still hasn’t been dispatched. The order has definitely gone through because the sleeve for it as part of the same order has already arrived two weeks ago. If stock is unavailable, why let people order on the website?

Re: Over 14 days order delayed

Michael_D — Wed, 29 Apr 2026 07:28:01 GMT

Hi @Ann-8765

Welcome to the community.

We will allow customers to place an order for devices that are out of stock but we do make it clear when ordering what the estimated delivery timescale will be.

When the order is placed you then go into a back order list that is fulfilled on a first come, first served basis when stock arrives. At this point you'd receive a text or email to let you know that it is on the way and when to expect delivery.

If you let me know the Macbook model, along with storage and colour, that you ordered, I can check the dispatch time.

Michael

Re: Over 14 days order delayed

Ann-8765 — Thu, 30 Apr 2026 09:51:31 GMT

So, on the ordered it specified “Usually dispatched within 14 days”. When that was window has been exceeded it then changed to “Sorry, your order is delayed. We’ll email you once it’s dispatched”. And where exactly did it say on the website I would’ve entered a back order list that would be fulfilled on a first come first serve basis? Because had I known that, I would’ve bought one elsewhere.

New MacBook Air 13 inch, M4 Chip, 16GB, 256GB SSD Size: 13.6"inch Colour: Sky blue Capacity: 256GB

Re: Over 14 days order delayed

Rach_H — Thu, 30 Apr 2026 13:05:21 GMT

Thamks for coming back to us @Ann-8765.

I appreciate your feedback about this not being clear on the website, and I will get this fed back so we can be sure customers know what will happen if they place an order that is out of stock moving forward.

It is still showing a delivery timescale of 14 days, so we would expect this to arrive within the next few days.

Rach

Re: Over 14 days order delayed

Ann-8765 — Thu, 30 Apr 2026 13:26:34 GMT

Thank you for your response. To clarify, the order was placed on 13th April - today is 30th April, which means 17 days have already elapsed. The 14-day dispatch window you advertised has therefore already passed, not ‘within the next few days’.

I note your acknowledgement that the website does not make the back order process clear to customers. I would like a confirmed dispatch date in writing within 5 working days. If I do not receive this, I will be exercising my right to cancel and receive a full refund under Section 28 of the Consumer Rights Act 2015, and will be escalating a formal complaint to the Communications Ombudsman.

Please also confirm the name of the agent handling this complaint for my records.

Many thanks.

Re: Over 14 days order delayed

Rach_H — Thu, 30 Apr 2026 14:46:26 GMT

We do not have account access here on the Community @Ann-8765, so you would need to reach out to our team regarding your order, and they can give you an update about what is happening.

They will also be able to discuss your option to cancel your order and raise a complaint, but you would need to follow our complaint process before you are able to progress to the ombudsman.

Rach