The Perfume Emporium have stolen my money

chops

Hello I wonder if someone can advise me...

On 21st March I ordered some perfume from from The Perfume Emporium the total amount was £46.49, I received an e-mail on 24th March to say my order had been dispatched, I still hadn't got my order by 1st April so decided to send an e-mail this is the reply I received :-

"Hello,

I am very sorry that you are still awaiting your order. I am upset that Royal Mail still have not delivered. I can confirm to you that your order did leave us on the 24th March.

I have called Royal Mail to see if they have an update and unfortunately they have asked that we wait up to 15 working days after it was dipatched until we can ask them to investigate this further.

Hopefully, you will receive it much sooner than this and I apologise for the inconvenience caused.

Regards
Chris"

I still hadn't got my order by 15th April so I sent another e-mail and got the following reply,

"Hello,

Although I appreciate the frustration, as set in our terms, we are unable to replace or refund an order until the 15 working days since dispatch have passed. This is because your order could still be delivered.

Please contact us again if you are still awaiting your order on the 16th April. We will either send a replacement or offer a full refund.

I am sorry once again for the inconvenience this delay has caused.

Regards
Chris"

Still hadn't got anything the next day so I sent another e-mail on the 17th April and got the following reply;

"Hello,

Unfortunately Royal Mail have asked that we process a claim for the loss of this order.

We can now either resend this order or refund your card.

Please let us know what you decide.

Regards
Chris"

So I asked for a refund and a reply and confirmation that they have refunded my credit card and since then I've heard nothing at all, I've since googled the perfume emporium and there are loads of bad reviews describing exactly the same situation as my own.

Any advice on what I can do next would be greatly appreciated.

Thanks in advance.

The_Pedant

Under the Distance Selling Regulations (which cover the purchase of most goods bought online from a business), unless otherwise notified, the contract should aim to be completed within 30 days (unless notified in advance of any expectation of it taking longer, or advised along the way of any expected delay).

Regardless, at any time prior to receipt of the goods you can request the order be cancelled & ask for a refund.

As you have now chosen to receive a refund they now (unfortunately) have 30 days to provide your refund.
As you have been contacting them by email, I would probably send a confirmation email, putting in writing that due to failure to deliver you have cancelled the order and have already requested a refund back to your card (as of the date of your last email) and that as per the Consumer Protection (Distance Selling) Regulations 2000, you expect to have received that within 30 days of that date.

If you have still not received a refund in 30 days I would consider a final letter, threatening further action as a result of their failure to meet their obligations.

LinasPilibaitisisbatman

Give them a bloody chance

Nothing they have said is unreasonable and it takes time to process a refund.

Ivory_Tinkler

OP - I hardly think it is fair to say that this company has stolen your money when throughout, they have communicated with you and have offered a replacement or a refund. It is possible that your parcel is still at your sorting office and the postie hasn't put a card through. Perhaps drop them a reminder email tomorrow asking them when you can expect your refund to be made (it may have even been done but just not hit your bank account yet).

As LinasPilibaitisisbatman said, do give them a chance!

chops

okay maybe "stolen" is a bit harsh.... but have a look at the reviews on ciao (I wish I had before I ordered), I do feel that I've been fobbed off and yes they have been in contact throughout until I asked for a refund, (I've sent seven e-mails that haven't been replied to) since then I've heard nothing.
I have already contacted the local sorting office and they've got nothing, surprise surprise.....

medical

chops wrote: »

Hello I wonder if someone can advise me...

On 21st March I ordered some perfume from from The Perfume Emporium the total amount was £46.49, I received an e-mail on 24th March to say my order had been dispatched, I still hadn't got my order by 1st April so decided to send an e-mail this is the reply I received :-

"Hello,

I am very sorry that you are still awaiting your order. I am upset that Royal Mail still have not delivered. I can confirm to you that your order did leave us on the 24th March.

I have called Royal Mail to see if they have an update and unfortunately they have asked that we wait up to 15 working days after it was dipatched until we can ask them to investigate this further.

Hopefully, you will receive it much sooner than this and I apologise for the inconvenience caused.

Regards
Chris"

I still hadn't got my order by 15th April so I sent another e-mail and got the following reply,

"Hello,

Although I appreciate the frustration, as set in our terms, we are unable to replace or refund an order until the 15 working days since dispatch have passed. This is because your order could still be delivered.

Please contact us again if you are still awaiting your order on the 16th April. We will either send a replacement or offer a full refund.

I am sorry once again for the inconvenience this delay has caused.

Regards
Chris"

Still hadn't got anything the next day so I sent another e-mail on the 17th April and got the following reply;

"Hello,

Unfortunately Royal Mail have asked that we process a claim for the loss of this order.

We can now either resend this order or refund your card.

Please let us know what you decide.

Regards
Chris"

So I asked for a refund and a reply and confirmation that they have refunded my credit card and since then I've heard nothing at all, I've since googled the perfume emporium and there are loads of bad reviews describing exactly the same situation as my own.

Any advice on what I can do next would be greatly appreciated.

Thanks in advance.

Chops , i have being conned as well . what is the situation with your refund
i will be contacting bbc 3 counties to name and shame them
medical

Tozer

medical wrote: »

Chops , i have being conned as well . what is the situation with your refund
i will be contacting bbc 3 counties to name and shame them
medical

No doubt they are shivering in their corporate boots.

Why not just issue a claim on them if they owe you money?

Tillytod

Have just been in the same situation as yourself. My advice to you is don't let up - I hassled them constantly with e.mails. It took 2 months but I did eventually get my refund. I also had all the "Royal Mail have lost it", "will need to leave it for so many days" etc etc. Obviously none of this is true. They need to be investigated by Trading Standards.

surfcat

LinasPilibaitisisbatman wrote: »

Give them a bloody chance

... it takes time to process a refund.

All of two minutes pressing buttons on the streamline machine?

Hailz86

I hace heard of quite a few people with this problem xx

Carolyn_Ledingham

Hello
I have recently had the identical experience and the emails I received virtually word for word the same. They took my money on 15th April. To date no goods received and I am still waiting for a refund. Royal Mail was blamed etc etc. It is now 14th June and although I receive email responses, there is a distince lack of action.

chops wrote: »

Hello I wonder if someone can advise me...

On 21st March I ordered some perfume from from The Perfume Emporium the total amount was £46.49, I received an e-mail on 24th March to say my order had been dispatched, I still hadn't got my order by 1st April so decided to send an e-mail this is the reply I received :-

"Hello,

I am very sorry that you are still awaiting your order. I am upset that Royal Mail still have not delivered. I can confirm to you that your order did leave us on the 24th March.

I have called Royal Mail to see if they have an update and unfortunately they have asked that we wait up to 15 working days after it was dipatched until we can ask them to investigate this further.

Hopefully, you will receive it much sooner than this and I apologise for the inconvenience caused.

Regards
Chris"

I still hadn't got my order by 15th April so I sent another e-mail and got the following reply,

"Hello,

Although I appreciate the frustration, as set in our terms, we are unable to replace or refund an order until the 15 working days since dispatch have passed. This is because your order could still be delivered.

Please contact us again if you are still awaiting your order on the 16th April. We will either send a replacement or offer a full refund.

I am sorry once again for the inconvenience this delay has caused.

Regards
Chris"

Still hadn't got anything the next day so I sent another e-mail on the 17th April and got the following reply;

"Hello,

Unfortunately Royal Mail have asked that we process a claim for the loss of this order.

We can now either resend this order or refund your card.

Please let us know what you decide.

Regards
Chris"

So I asked for a refund and a reply and confirmation that they have refunded my credit card and since then I've heard nothing at all, I've since googled the perfume emporium and there are loads of bad reviews describing exactly the same situation as my own.

Any advice on what I can do next would be greatly appreciated.

Thanks in advance.