All Saints Order never received - help!

chocaholic2009

Hi All,

I'm a long time lurker, but could do with some advice now - thanks in advance!

I ordered a top from All Saints (www.allsaintsshop.co.uk) as a Christmas present on 7th December. I emailed them on 12th December for an update, and then got a strange email showing order updated as shipped. I never received a tracking number, although they ship with DHL so should have got one. My credit card was charged on 12th December - 68 pounds.

I called them on 16th December, and was told they were having shipping problems, but I should receive my items soon. Needless to say, it's now 3 weeks later (and I have called them 3 more times since) and have received nothing.

I called them today and explained I either need my item (which is showing out of stock on the website) or a refund. They promised to call me back - hmmm. I have also emailed them a number of times. Their phone no is one of those annoying 0870 ones, and have so far spent 80 minutes on the line with them.

Sorry about the long post. My question is what do I do next? I put the money on my credit card, but it was only 68 pounds, so am not covered by the consumer act. Any advice is gratefully received.

Happy new year to you all!

bobalob

Hi there,

Under Regulation 19(1) of the Consumer Protection (Distance Selling) Regulations 2000, you must recieve the goods within 30 days of them being sold to you. If they don't comply, then the contract is deemed to be null and void.

Given you haven't recieved the goods, you could cancel the contract, under Regulation 10 of the 2000 Regulations - because the cancellation period ends on the expiry of the period of seven working days beginning with the day after the day on which the consumer receives the goods (Regulation 11(1)). Cancelling the contract necessitates a refund. You may try this if you want.

To look at the sections I have quoted to you, look at http://www.opsi.gov.uk/si/si2000/20002334.htm

You are entitled to use your bank's "chargeback" scheme even if the goods you paid for were less than £100 if they haven't arrived.

Hope this helps.

timberflake

I would ring them back and demand a refund, don't take no for an answer. You ordered the item in plenty of time for Christmas, if they can't even give you a tracking number it means it hasn't been dispatched and if its out of stock what hope do you have of getting the item any time soon! Its your money, they can't provide the item you've paid for so ask for YOUR money back.

chocaholic2009

Thanks Bobalob & Timberflake - your replies are very useful. I'll definitely use the Consumer Protection Regulations if my bank are no help. I need to be move assertive on the telephone - if only they taught that sort of thing at school!