Shoesonline4u order not delivered

Kermit1

Thought I'd buy myself a new pair of Caterpillar shoes from shoesonline4u.co.uk and as I wasn't told of any stock issues I assumed (wrongly it seems) that they'd be with me within their stated 3-5 day delivery period. My Play.com VISA card was charged the full amount of £69.91 on the day the order was placed and it's now almost a full 2 weeks since without receiving the shoes. An e-mail I have from them on the 24th said the shoes would be with me earlier this week and I spoke to someone today who 'thinks' they will be with me on Monday. I didn't actually notice they'd billed my card until I looked online this evening - never seen any supplier charge me prior to goods shipping :mad:

I have sent an e-mail to them just now asking that they commit to a delivery date of Monday but if that comes and goes I'll be pushing for an immediate refund. Any tips for how I should proceed with this? I've no idea what my rights are as I've never had to dispute a transaction before - would they have to refund the day I request it? If I don't get anywhere should I be entitled to dispute this via my card issuer (MBNA) ?

Coopdivi

Try writing to them at this address if you don't receive your shoes on Monday.

Masquerade Shoes Ltd
9 -11 Church Street
Calne
Wiltshire
SN11 0HU

And quote this part of their own terms and conditions to them:

All products are subject to availability, if your order cannot be fulfilled you will be informed and may be offered an alternative colour ,later delivery date or a rfull refund will be issued back to you.

http://www.shoesonline4u.co.uk/terms-and-conditions-4033.html

Zandoni

If delivery is not made on Monday I would phone them and tell them to reimburse you ASAP as they shouldn't of taken your money.

When you phone ask for a manager, I never write as I have found they often do not read your letter or ignore it.

Kermit1

Coopdivi wrote: »

Try writing to them at this address if you don't receive your shoes on Monday.

Masquerade Shoes Ltd
9 -11 Church Street
Calne
Wiltshire
SN11 0HU

And quote this part of their own terms and conditions to them:

All products are subject to availability, if your order cannot be fulfilled you will be informed and may be offered an alternative colour ,later delivery date or a rfull refund will be issued back to you.

Thanks for the advice, it certainly looks like they've been in breach of their own terms up till now. Perhaps it was my e-mail to them last night or not but I've received a despatch confirmation this morning. Unfortunately they've not given me a tracking number - "Your order has now been dispatched and you can expect to recieve it soon." Soon? I'll give them till close of business Monday and then the letter is going to them.

Had a quick google last night and it seems a couple of shoppers have had similar experiences recently with payment taken and no shoes arriving :mad: Of course I realise every company will have the odd complaint but going on what I've seen I won't be using them again.

xcherryheadx

I ordered some items from goodlifehomebrew.com on the 21st June, but haven't received anything yet. I emailed them last monday to see where my stuff was but haven't had any response.

The money hasn't gone out of my account yet but how do I cancel the transaction if they aren't responding?

lewisa

You are not entitled to an immediate refund. Refunds should be issued as soon as possible, and in any case within 30 days.

Taking payment at the point of order rather than the point of despatch is a common practice, especially for small companies who are not DCI-PSS compliant and consequently outsource their payment system to a Payment Service Provider. It is better for the security of your card details as they do not need to be stored to be used at a later date.

When payment is taken at the time of order, that becomes the starting point of the contract.

The supplier has 30 days to fulfill the contract, if they are unable to do so they must inform the consumer and reimburse them if necessary.

This is covered under section 19 Performance of the DSR.

Coopdivi

xcherryheadx wrote: »

I ordered some items from goodlifehomebrew.com on the 21st June, but haven't received anything yet. I emailed them last monday to see where my stuff was but haven't had any response.

The money hasn't gone out of my account yet but how do I cancel the transaction if they aren't responding?

This should be on a seperate thread because it is an entirely different problem.

Anyway phone them up on 01603 418408. If they cite their terms and conditions whereby they don't deal with cancellations over the phone then write to them at the address on their website.

http://www.goodlifehomebrew.com/contact_us.php