Non-Delivery: My Rights?

Dramatic_Star

Ordered a top from a well known website last Sunday with next day delivery. As it was ordered on the weekend, I was given Tuesday as the delivery date to my work address. Went through the checkout process & typed in the postcode. It came up with a random business down the same street so I went to manually input the address which came through on my confirmation email.

Tuesday arrived & no sign of parcel. Wednesday I phoned up & was told they had no tracking ID for my top & couldn't tell me where it was. However, they would phone the depot & give me a call back. I heard nothing. Thursday I phoned again & was told they still had no idea where my top was & whether it had been dispatched or not. I explained calmly that I needed it for Saturday & if it couldn't be delivered by then, then I wouldn't want it. The woman was very rude to me & told me I couldn't cancel the order as it 'may' already have been dispatched. I told her politely that if I very unhappy that a) it hadn't been delivered when I was promised and b) they didn't know where it was. Again, I was told she would ring depot & phone me back. Nothing again.

Friday I phoned up again & spoke to a much more helpful customer services assistant who told me that the item had been dispatched & that the courier had attempted to deliver it on Thursday. This had not happened as I was in work all day. She said she would get in touch with the courier company & ask what was going on & phone me back. This time she did & informed me that they had the courier company had attempted to deliver it to the wrong address (the one that had come up when I typed in my work postcode before manually typing it in). She too could not understand this as she had on her system the correct address as per my confirmation email. She told me she had left a message on the couriers phone with correct address & it should be delivered Friday.

Still no top, 5 days late. Event the top was for has been & gone. Just feel like I'm being messed around. Am I in my rights to ask for a full refund for the hastle? Any other advice would be greatfully received.

Thanks

scullster

Yes

I think any reasonable retailer would be sympathetic and admit they've messed up and let you down so they should offer you a refund.

If they don't, read up on the Distance Selling Regs and then remind them of their obligations (oh and don't accept delivery). You are entitled to a full refund.

vicshippers

Scullster is bang on - they should be refunding you for the total order and apologising for their error.

Hintza

Thjat would be what a reasonable company might do.

OP did you pay extra for next day delivery? If so I think that will help.

Check T&C's do most companies not still hide behind the 28 days?