La Redoute - charged but no delivery received!!

arttochoke

Hi everyone,

I ordered with La Redoute on 12 Aug and received an email saying the order had been despatched (finally) on 26 Aug. However, it is now 16 September, I have just received my credit account bill in the post, but I have STILL not received the goods!!

I have emailed twice but no reply and I can't get through on the phone to anyone! Does anyone have any advice?! There's no way in hell I am paying the bill (due 2 Oct) if I haven't received the goods?! Where do I stand with this? I am thinking about writing to the CEO. Last time I did that the company involved suddenly stepped up their game! Any help would be much appreciated.

Hollyharvey

I don't know what you can do other than keep trying to contact them. I am having similar problems with them at the moment, they sent two coats both the wrong size, and both charged to my credit card. The third one (right size this time) charged to my credit account with them, that they opened for me!

I have returned both of the first 2 coats and they have received the second one to be returned, but according to them not the first one.

Meanwhile rather than put the money back on my credit card for the coat that they have received back, they took the money to pay off my credit account with them, and that was not even due until the 10th October!

I have also emailed them and not got any reply, and I did manage to talk to someone on the phone about the returned coat that they haven't received, and they say that all they can do is invesitgate it when they receive my proof that the courier collected it, but that if they can't trace it I will be liable for the £92. So all in all, I have never had such a bad experience with a company in my life, and would advise people to steer well clear of them.

Anyhow good luck in getting your money back!

Holly

arttochoke

This is the thing, I haven't paid it yet and they opened an account for me when I didn't want one!! I emailed them saying that I wanted to pay by one off credit card payment, but suddenly I had the account! So I though ok, I'll just wait for the items to arrive and pay it off then cancel the account. But, what do I do if the items don't arrive?! I don't think they have any of my card or bank details so they shouldn't be able to just take some money. When I received the statement it appears to have a terms and conditions agreement for me to sign and return.. which I am not going to do. I am going to phone them now and see what they have to say.......

Penniesmakepounds

arttochoke wrote: »

Hi everyone,

I ordered with La Redoute on 12 Aug and received an email saying the order had been despatched (finally) on 26 Aug. However, it is now 16 September, I have just received my credit account bill in the post, but I have STILL not received the goods!!

I have emailed twice but no reply and I can't get through on the phone to anyone! Does anyone have any advice?! There's no way in hell I am paying the bill (due 2 Oct) if I haven't received the goods?! Where do I stand with this? I am thinking about writing to the CEO. Last time I did that the company involved suddenly stepped up their game! Any help would be much appreciated.

You could try the other telephone number (which may lead you to more of the same), fax or write in to complain.

Fax 0500 770 880
Telephone 0 870 0500 455
La Redoute Uk Ltd
Mail Order Houses
245-249 Horbury Road
Wakefield
West Yorkshire
WF2 8RA
Phone number: 0500 777 777
Liz Roberts, Customer Care Manager, La Redoute, 2 Navigation Walk, Bridge Street, Wakefield, WF90 8AA
Background info on mycatalogues.com is outdated but gives you some idea about the company.

PaulJM

Getting issues with La Redoute myself, infact just posted a separate thread then found this one.
Not as bad as the OP, but ordered an instock item 10 days ago - still nothing. This is really disapointing - if you pay for delivery from Next or Amazon, you get your stuff in two days. With Next you get it the day after! How can they survive with this kind of service, considering the competition?
Also - took me 15 mins to get through today, their IVR told me they had an ad campaign which has caused high volumes. That is, frankly, a crap excuse - did they not know this would happen?
Now daughter is still waiting for her winter coat - and it's getting blummin cold up here - I could be waiting for weeks, looking at the above!

arttochoke

I have tried calling and calling them, for days, at different times, I can NEVER get through and yes, I get the same message as you saying they have recently launched a TV ad so call volumes are high!! What, every day, every hour??!! I have emailed them 5 times, once with the subject "COMPLAINT" and still nothing. How convenient to ignore me.

I contacted Consumer Direct a few days ago and they were really helpful. They gave me a case number and said in the first instance I should send La Redoute a recorded delivery letter, and gave me a template which I fleshed out with my issue, stating the UK Distance Selling Regulations. I bet they will conveniently ignore that too!

I highly recommend anyone here having trouble with them to do the same.

Luckily they do not have any of my details, ie. credit card or bank so they cannot take any money, they can just demand it through the account that they set up for me (grrrrrr!!!). I am NOT paying for items that I have not received. NO WAY.

Also, if everyone can email BBC Watchdog too, then maybe we can get them featured and push for better service (even though I will NEVER EVER order from them again).

Please keep posting to keep us all updated, I am on a mission here and will NOT be played by this appalling company!! :mad:

arttochoke

If anyone is having similar issues, go to the Consumer Direct website and look for template letters. Use the one stating the UK Distance Selling Regulations. This forum won't let me post the link, so apologies but you'll have to search for it.

This is the letter I used a few days ago to try and cancel my order.

Here's waiting............................................ although I'm getting used to that now!!!

PaulJM

Thanks -I thought about the Watchdog thing too.
Although my issue is far less serious than yours, it's still pretty disapointing service - and if you search the web, there's so many issues posted, it's unbelievable!

arttochoke

The more people who post to Watchdog, the more chance we have of sorting these ridiculous issues!

Thanks!

PaulJM

I'm going to complain again today, got some time - will email watchdog later too.

Another thing that's annoying me too - their sign in part of the website has been down three times, for a few hours each, in the last 2 days.

It seems not to have affected their new customer purchases though - just signing in for existing customers.

I wonder if they're having issues generally? I'm just glad I didn't give any credit card details!

PaulJM

AND! In addition to the above.
The item I've been waiting for for two weeks, that they've told me they're waiting for stock of, but have no idea when it will be in, is showing online as IN STOCK!
AND...I've been holding for 15 minutes for their customer services. When can you actually get through?
What a bloody shower.