Poundstretcher online problem

jet_black_3

I ordered and paid for a Christmas tree on 30th November which Poundstretcher dispatched the following Monday. It arrived at their courier's local depot the following day, I know this as I was given a tracking link. It still has not been delivered over a week later despite it only being 5 miles away. The roads here are easily passable, and have not been so bad it couldn't have been delivered by now.
I contacted Poundstretcher's customer services via email and was promised delivery yesterday and surprise surprise nothing turned up. I had a bit of a rant on their FB page and was basically told to chase it up with the courier myself. These comments were deleted, however I have managed to keep the last one they sent me:

Poundstretcher Terms and Conditions on our website state

Order Process
http://www.poundstretcher.co.uk/TermsandConditions?___store=default

...When you place an order with us, this represents an offer to buy from us. Acceptance of your order and the completion of the contract will take place on despatch of the goods you have ordered. Ownership of the products shall pass to you on delivery to the delivery address, provided that we have received payment for them.

Meaning once we have despatched the item its is your responsibility. however i have asked our team to look into it for you aswell.

I removed the comments to protect your Privacy.

Thank you

How can it be my responsibility if I do not own it until it arrives at my home? Does this mean nobody owns it between them and me?

Can anyone clarify what my rights are here please

kkpolobear

it's theirs until you get it as its them who have the contract with the company posting it not you

jet_black_3

Here's their latest response and my reply:
Poundstretcher XXXX we are doing something, this page is not an offical way to make a complaint, its to inform out customers of the fantastic value we offer, i have said twice now that i have asked the web team to look into this for you, but you may need ...to contact the courier's Nottingham depot and ask why they have not delivered your tree.

Thank you

I am sorry to have to resort to this but I have emailed your customer services several times now, plus my husband tried to phone yesterday and could not get through. How else am I supposed to contact you? I have taken legal advice and have ...been told it is your responsibility to contact the courier not mine. I appreciate you may have informed the web team about his but they haven't done anything to help me. The last real communication I had from your customer services was on Tuesday. I would have sent a private message but there is no facility on this type of profile to do so. All I want is the goods I have paid for and to be kept informed, that is basic customer service. You have our details on file including our telephone number yet nobody has even attempted to call us. Customers should not be treated in this way. Last night I emailed again and asked for the contact details for the manager of the customer services, do you think I have had a reply yet? NO I haven't.

jet_black_3

Poundstretcher You can emailxxxxxx[EMAIL="Mohammad.nadeem@poundstretcher.co.uk"][/EMAIL] or [EMAIL="Tijan.jallow@poundstretcher.co.uk"]xxxxxx[/EMAIL] explain your situation to them as they arrange all the deliveries.

This way you can get someone to help directly, please tell them when you ordered and ...if they gave you an order number please give them that so they can chase it up.

I hope you get your tree soon.

Thank you