Ordered Goods for Christmas- Still not Dispatched! ChemistDirect

ianianian_2

Evening,

I ordered goods from chemistdirect.co.uk on the 10th for an christmas present for a friend; they withdrew money from my account on the 11th. According to pre christmas advertising the product should have been with me well before the 25th.

To quote their website (currently)....
We aim to deliver orders within 2-5 working days (subject to stock availability at the time your order is processed). The vast majority of orders (over 90%) are despatched either on the same working day or the following working day.

I have not received the order, they are not replying to my correspondance and as I was forced to buy a replacement gift in time for christmas, I therefore no longer want this product.

What actions can I now take?

Bamber19

Cancel the order if you can or wait until it arrives then send it back under the distance selling regulations. Maybe best to send notice of this to them recorded.

Annabee

Ask your credit card provider or bank to do a charge back (putting the money back onto your card). Seems you are unlikely to receive your order now and you have given the company a chance to sort it out but they are not responding. Possibly they've gone bust?

ianianian_2

Thanks guys, i'll ring the bank to see if they can do anything.
Don't think the companies gone bust, but there priority is new customers and not those whose money they already have!

olly300

ianianian wrote: »

Thanks guys, i'll ring the bank to see if they can do anything.
Don't think the companies gone bust, but there priority is new customers and not those whose money they already have!

If the company stated that the goods would arrive before Christmas and you specifically asked them for this then they have misrepresented themselves and mislead you so may have fallen foul of the Consumer Protection from unfair Trading Regulations 2008. http://www.oft.gov.uk/advice_and_resources/small_businesses/competing/protection

I don't know how much the goods where but if they were over £50 it may be worth sending them a letter via recorded delivery pointing this out and asking for a refund. In the letter state that you will be reporting them to trading standards.

I suggest you also contact the trading standards office close to the company via email on the website https://www.tradingstandards.gov.uk and put in a complaint about them misleading you.

In addition if you are a member of dooyou or ciao I would put write a detailed post of about the company i.e. the website, range of goods on display and finally delivery making the opinnion as fair as possible. Before I order stuff from a company I've not used before I google them and if a review comes up from the company stating that they have "delivery issues" then I don't buy from them.

Ivory_Tinkler

olly300 wrote: »

If the company stated that the goods would arrive before Christmas and you specifically asked them for this then they have misrepresented themselves and mislead you so may have fallen foul of the Consumer Protection from unfair Trading Regulations 2008. http://www.oft.gov.uk/advice_and_resources/small_businesses/competing/protection

I don't know how much the goods where but if they were over £50 it may be worth sending them a letter via recorded delivery pointing this out and asking for a refund. In the letter state that you will be reporting them to trading standards.

I suggest you also contact the trading standards office close to the company via email on the website www.tradingstandards.gov.uk and put in a complaint about them misleading you.

In addition if you are a member of dooyou or ciao I would put write a detailed post of about the company i.e. the website, range of goods on display and finally delivery making the opinnion as fair as possible. Before I order stuff from a company I've not used before I google them and if a review comes up from the company stating that they have "delivery issues" then I don't buy from them.

The company are probably closed for Christmas at the moment hence they haven't yet responded. It would probably be best to wait until tomorrow (Monday) when they are likely to be back at work and try and get a response then rather than make all sorts of threats. It is likely that Royal Mail have lost the OP's parcel or it is sitting at the local postal depot. Inconvenient yes, but I really do think that the company should be given a few days to come up with a resolution before giving them bad press on other websites and threatening them with trading standards, chargebacks etc. Of course, if they don't sort out the problem, then is the time to take action but most companies would sort this out quite quickly, professionally and amicably.

ianianian_2

Morning,

I may give them a day or two and then try the trading standards route as you have suggested. For once i cannot blame the PO because the website still says that my product is being 'processed' prior to dispatch!

Sad thing is that now i've checked out the company using review sites and about 50% of those using the site did not have a good experience! Wish I would have checked prior to order!

Ivory_Tinkler

Sorry ianianian, I assumed that the item had been posted out. If they haven't even sent it yet, but have taken your money, then they really should be sorting this out sharpish, especially as you ordered in good time for Christmas. Please come back and let us know how you get on.

ianianian_2

Emailed the company through a website link... still no reply
Rang the company line and just got the hold music

Doesn't look good!

custardy

Ivory_Tinkler wrote: »

Sorry ianianian, I assumed that the item had been posted out. If they haven't even sent it yet, but have taken your money, then they really should be sorting this out sharpish, especially as you ordered in good time for Christmas. Please come back and let us know how you get on.

tsk tsk blaming the posties

ianianian_2

Morning all, no longer looking for advice, i'm just warning people away from chemistdirect.co.uk.

I've emailed them about four times without response; finally got through on the phone and was told my order would be cancelled that day and i'd get the money back.... total lie, neither of these things have occurred! Stay away!