Order never received

LilBec

Hi all
Looking for a bit of advice regarding my order from moda in pelle.

I ordered 2 pairs of boots on 25th Aug. The money was taken from my account the following day and on 31st Aug I received an email saying my goods had been despatched. The website says parcels are generally delivered within 2 days of despatch but it said in the email to contact customer services if not received within 10 days.

The tracking number I was given in this email did not work and brought up a message saying 'there are no records matching your details'. I emailed on 5th september to ask whether there had been a problem with despatch as the tracking number was not working and I had not received the goods. I was told it would be with me in the 'next few days'.

On 10th Sept I emailed again to say I had still not received my order, no reply so I emailed again yesterday and still no reply. I have just logged on to my account through the website and it says status: order received. (Clearly this is not the case!)

It is now 3 weeks since I placed my order and I dont know what to do next. I know that ideally I need to ring them, but I have no idea how much it would cost to ring an 0870 number from my mobile and I dont feel I should be further inconvenienced by this. I cant make personal calls from work either so am restricted to outside working hours when customer services is closed. I really want the boots but its got to the stage now where if they are not going to come I just want my money back! I'm really disappointed with the service received.

Is anyone able to tell me what I need to do in this situation? I know there must be some kind of process to follow but I dont know what it is or how to find out?

Thanks x

Ivory_Tinkler

I'd email them again saying that you haven't received the boots and that you want them re-sending or a full refund. If they don't respond then I think your best course of action would be to contact your card company and see if you can start a chargeback. Incidentally, have you checked with neighbours to see if they have taken them in for you or checked with your local sorting office?

LilBec

Hey thanks for response, I dont know where to check really because its hermes not royal mail, and they have no record of my order!? :-S

None of the neighbours have taken anything in, and I believe them coz they're all really good like that and have taken in things before on occasions and brought them round before I even got chance to go and ask for them!

I have emailed again and asked can someone contact me asap. How do you go about a chargeback do you know?

mynameisdave

0870 from a mobile will probably cost in the region of 40p a minute so could start getting expensive if you're on for 10-20 minutes!

Optimist

0113 239 2379 that is on their website for general enquiries. Try that

wealdroam

OP, forget about Hermes.

Your contract is with the company that sold the goods.
It is their responsibility to get the goods to you.
They have hired someone else to deliver the goods to you. It is the seller's responsibility to sort the problem out... not yours.

Ring the number that Optimist has posted and tell them what you want to happen. (that phone number is at the bottom of every page on their website)