Certificate

Poor customer service and a cancellation charge I strongly dispute. STILL WAITING FOR MY REFUND!!!

I ordered a pair of Prada sunglasses from Blickers for £*** , including £*** for express DPD delivery.
On the date the order was supposed to be shipped, Blickers contacted me to say that the glasses had not even arrived at their own Shipping Centre. At that point I decided I no longer wanted to wait and clearly instructed them in writing to cancel the order and refund me.
What followed was the part I found unacceptable.
Blickers told me that they would deduct a €*** “administrative” cancellation fee. When I disputed the charge and made it clear that I was cancelling the order, they initially stated that they would not process the cancellation unless I accepted their cancellation conditions, and that the order would otherwise remain active.
They have now cancelled the order but have confirmed that they are deducting the €*** anyway, relying on their Terms and Conditions.
The €*** itself is almost irrelevant. It is the principle that concerns me. These were standard, non-personalised goods that had not been dispatched, never mind delivered, and I had clearly exercised my right to cancel.
I have therefore challenged the charge formally and am referring the wider practice to the appropriate UK consumer bodies because this appears to be a standard term that could potentially affect other UK customers as well.
A company should not make cancelling an undelivered order unnecessarily difficult or try to make a customer accept a deduction before acting on a clear cancellation instruction.
Based on my experience, I would not use Blickers again.

***partial refund received after reporting to Trading standards. Still awaiting full refund.

Blickers sent my glasses with UPS to a distribution centre in Spain. UPS did this and now the order is completed. It is not at my house in The Netherlands, it is in the distribution facility in Spain… both Blickers and UPS’ systems think they have completed the order