Infinity2 - re-order issue blocking sainsbury/quid...

Infinity2 recently became available on our exchange, and placing an order early yesterday I was excited to get this for the family as a late Xmas present. Just after ordering I realised I'd not clicked correctly via Quidco to help with the cost of the package, so I called to cancel the order so I could place again a bit later. BT said that was ok and they would cancel, advising that it would take up to 24 hours to take effect, but which still gave ample time to re-order before both offers expired.
Trying to place the order again this afternoon I found that a new order couldn't be placed due to some mysterious issue, and the first order was still active. Querying this with an agent they said that the original order was never cancelled but that they had then done so now, meaning that a new order could be placed in a day or so but then only after both offers have expired. 
So ok, my bad for not ordering sooner and it's clearly my fault for not clicking through quidco in the first place, but I'm disappointed and upset as if the order cancellation had been actioned as promised then everything would have been fine and I could have placed the order that I'd intended first of all. 
I know there's no obligation for BT to honour offers placed outside of the offer period, but is there any point of contact for a customer that considers edge cases such as this? We've been phone customers for a long time, and if the deals are honoured, which seems fair and reasonable, we'd happily switch our broadband, but otherwise we'd stay with the WIMAX service from a different provider with our trust and faith in BT now gone.

Hi Hardern6,
Welcome to the community forum. I'll be able to take a look at the details of your complaint. Please could you send me in your details using the "Contact The Mods" link found in my profile.
Thanks
PaddyB
BTCare Community Mod
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