items not delivered cant get money back yet

hook

my daughter brought some clothes from jane norman online on the 2nd of december she paid £106 on the site it said delivery between 3-5 days she still has not recieved the items but they took the money she called today and was told that because the items were being delivered by royal mail they had to investigate this and that royal mail wont investigate until 15 days have passed. surely she should get her money back now as the items were not delivered? and not have to wait for investigations.

neilmcl

Even if your daughter cancelled the order under the terms of the Distance Selling Regulations the retailer still will have 30 days until they have to settle the refund. There's little you can do at the moment.

donna1888

i am having the same problem been waiting since september the 12th for a refund of £176 send me a form to claim have sent it bk and now saying the forms missed place a total joke

hook

According to the Sale and Supply of Goods to Consumer Regulations 2002 the goods remain at the seller’s risk until they are delivered to the consumer. Thus the supplier is liable should the goods not arrive... i found this

hook

i called consumer direct and they said the same that jane norman is resposible for the items and i should send a letter recorded telling them that they have 14 days to either send the same items afain or refund the money if they dont then to call back consumer direct

Hintza

You bought the items on the 2nd, in the evening?

So the first day they could post them was on the 3rd 5 working days would take you to the 8th (assuming you count Saturday as working day) so they are one day late.

And if you live in say the Highlands they will not be late until Friday.


Have you tried tracking the order on their website?

For goodness sake give them a chance!

Hintza

And by the way the Royal Mails 15 days is 15 working days.

Lip_Stick

I agree with the above. You haven't left it very long. It's coming up to Christmas so they and the postal service are bound to be more busy than usual as it is. I'd give it until the middle of next week.

hook

no the problem is they are saying the parcel was delivered. they rekon they have been on to royal mail and they said the item was delivered on monday. which is was not

Hintza

Ah; that paints a different picture.

My action steps:-

Talk to company (which you have done) but find out if it was signed for that normally helps
Talk to postie
Go to sorting office
Talk to neighbours
Check shed etc

In none of that produces a result then you need to start chasing up the company again.

gordikin

hook wrote: »

no the problem is they are saying the parcel was delivered. they rekon they have been on to royal mail and they said the item was delivered on monday. which is was not

You did not say this in your original post. It will have to be investigated before the money will be refunded. Has your daughter checked to see if the parcel is sitting in the sorting office?