Jacamo - Need help and advice

ispartacus75

Last weekend I applied for an account with Jacamo. I was aware that I would not get a credit account with them because of previous adverse credit and was fine with that. A cash account would do me well.

On Wednesday I rang and ordered a suit that is needed for a funeral next Wednesday, so a full week before its needed. I also asked for it to be delivered next day. As the suit was ordered before 2pm this was fine. I asked for the suit to be sent to an alternative work address rather than the home registered address as no-one would be in to collect it. This again was fine. The order was placed over the phone as the internet site would not allow me to order to the work address. The suit was paid for in full, including the delivery charge, by Visa Debit card.

By Thursday afternoon the suit hadnt arrived. I checked the account online and saw that the order was showing, although it said it hadnt been charged!?!?!, and that it was AWAITING DISPATCH.

I rang Jacamo to find out what was going on. The told me that because the order was going to a secondary address there were additional security checks that had to be made. I asked what securityt checks were needed as the suit had already been paid for in full!!!! (Checking my bank account the money HAD been taken from my account). The CS said there was nothing she could do, and that the order would go out that evening. She then offered to refund the delivery charge that I had paid.

Thursday evening I checked the account online again to make sure that the order had actually been shipped, only to find that they had sent the wrong sized suit. Not a little bit small, but 10 inches too small. I again rang back and spoke to a CS who said there was nothing they could do as it had already been sent out. He arranged for a manager to call me but it was a 24 hour call back. I said thats not good enough, this needs sorting asap and demanded a call back by 9am today.

Needless to say 9am came and went without a call from Jacamo. The suit arrived shortly after 10am and sure enough its 10 inches smaller than the suit I ordered over the phone. It was immediately packaged back up and sent back with the courier.

I again rang CS this morning, explained to them what I had ordered, when I had ordered it, what I had ordered it for, when it was needed for and the events up to this point. CS told me that I have 2 options

1. Wait until the returning suit is refunded and order another one at that point
2. Pay in advance now for another suit to be delivered.

I cannot wait for the refund to happen as that is likely to be mid to end of next week now and the funeral is Wednesday.
I also cant order another suit in advance as I dont have the cash available to do that.
I am not in a position where I can borrow the money from anyone to allow me to pay for the suit.
I am not in a position to walk into a high street store to buy a suit due to the size needed.

Jacamo have taken my money and failed to deliver what I ordered. They say they have delivered to me a suit and that until that is returned to them and processed for a refund there is nothing more they can do. I think this is absolutely disgusting. They have left me in a position where I do not have a suit to attend a very dear friends funeral.

I have been told to again await a managers phone call, but CS fails to see what they can do about it, at least until they get the other suit returned. I fail to see why I should be put out through the incompetence of Jacamo staff.

I need your help and advice to try and get this sorted as soon as possible. I feel that a week was plenty of time to order the suit given their advertised next day delivery service.
Is the fact that it was paid by Visa Debit card relevant? Isnt there something that I can claim the money back via them?

Help, please.

ispartacus75

Update: Just had call from Jacamo manager who says they can not do anything until they receive the order back as it is in transit. And then it will take 24-48 hours to refund my money.

They wont receive the suit back until Monday at best, 24-48 hours after that is Tuesday/ Wednesday and the funeral is Wednesday afternoon. I dont have the option to buy a replacement suit from a high street store. I feel incredibly angry towards Jacamo right now who have both my money and my suit.

I ordered a product, they havent delivered it through their own staffs incompetence. Why am I having to suffer for that? I am now faced with the possibility of not being able to go to the funeral as I dont have a suit to go in.

They havent even offered to open a temporary credit account for me to get the second suit sent out today.

Jacamo are wiping their hands of this and are in no way attempting to even take responsibility for their staffs incompetence.