Terrible service from Letterbox

unhappy_shopper_2

Hi, can anyone help who may have had experience of undelivered goods and getting a refund?

I ordered over £100 of goods from letterbox for my daughters birthday and xmas presents to be sent to family abroad. The website stated all was in stock. At the checkout the 20 % discount code was not applied and I did not receive a confirmation e mail. I e mailed Letterbox with these queries - they did not reply for 9 days by which time I had phoned and was told a refund for the 20% would be applied - never received. As my daughter's birthday approached I rang several times to check on delivery dates. Each time I received different answers but no assurance that it would be delivered in time. Finally I rang and asked to cancel the order as it was too late. I was told I would be refunded - not received. I then received some of the order (too late for the bday and I had already sent the family present abroad). I rang Letterbox who said they would arrange a refund (again!) and send out a free returns label - neither of which has been done. Today I have rung again and now they are refusing to refund - I can sent back the items I have received for a refund BUT the rest of the order which I never received they are saying I have to prove I never received it!!???

I am so exasperated. What can I do? I bought them on a credit card but when I rang them they will only talk to my husband as the primary card holder - he is away until the end of the week with work.

andyrules

unhappy_shopper wrote: »

Hi, can anyone help who may have had experience of undelivered goods and getting a refund?

I ordered over £100 of goods from letterbox for my daughters birthday and xmas presents to be sent to family abroad. The website stated all was in stock. At the checkout the 20 % discount code was not applied and I did not receive a confirmation e mail. I e mailed Letterbox with these queries - they did not reply for 9 days by which time I had phoned and was told a refund for the 20% would be applied - never received. As my daughter's birthday approached I rang several times to check on delivery dates. Each time I received different answers but no assurance that it would be delivered in time. Finally I rang and asked to cancel the order as it was too late. I was told I would be refunded - not received. I then received some of the order (too late for the bday and I had already sent the family present abroad). I rang Letterbox who said they would arrange a refund (again!) and send out a free returns label - neither of which has been done. Today I have rung again and now they are refusing to refund - I can sent back the items I have received for a refund BUT the rest of the order which I never received they are saying I have to prove I never received it!!???

I am so exasperated. What can I do? I bought them on a credit card but when I rang them they will only talk to my husband as the primary card holder - he is away until the end of the week with work.

Get him to call or write in authorising you to deal with the card - they will put a note on your file.

Zagu

31/11/08:
Ordered a Christmas present for my niece.

8/12/08:
Phoned to see when it would be delivered, and was told that they are out of stock. Expecting stock on 15/12/08.

15/12/08:
Phoned to see when I can expect delivery. Was told item is discontinued.

Me: "Is it a joke down there every day?"
CS: "To be honest with you, yes it is."
Me: "Sorry, I'm just annoyed this hasn't been delivered."
CS: "It's Ok, there are loads of people who haven't got what they ordered."
Me: "Can you refund my account please?"
CS: "Sorry, no. The warehouse have to do it. Hopefully it will happen sometime over Christmas"


Somehow I think there's a chance that they might not be about after Christmas.

Zagu

16/12/08
A letter from Letterbox came, dated 9/12/08.:rolleyes:

Item is unavailable, and they will refund.

So much for trying to do your shopping early....

Sham of a company. I will avoid anything to do with Findel PLC.