EVANS order not received Advice needed

cola_bottle

It is a long one sorry

I ordered on the 26th Nov I nominated the 29th Nov as delivery day
the item value being just over £45.
Monday came and went no delivery, I checked tracking info on Tuesday afternoon that said it had been delivered, yet I hadn't received it nor any kind of card through my door saying they had attempted to deliver, I had put my friends address a couple of doors down for it to be left at should I not be in and other than me nipping out for 15 minutes I was home all day.

I emailed the customer service Tuesday night and received this back

Thank you for your email received 30 November 2010
A member of our Customer Care Team is currently investigating your query and will reply to you within 24 hours.
We appreciate you taking the time to contact Evans.
Regards,
Evans Customer Care

Then this one about 3 hours later

Thank you for your email received 30 November 2010.
The tracking for your order states that the parcel was delivered on the 29th - your requested delivery date. Please note that our couriers do deliver between 7am-7pm.
If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.
If you have any feedback regarding the service I have personally provided, please contact our Customer Service Manager, Louise Moghaddam, at [EMAIL="csmanager@arcadiagroup.co.uk"]csmanager@arcadiagroup.co.uk[/EMAIL]. Otherwise, please direct any further queries to our customer service team by replying to this email.
Wishing you well for the festive season and the new year ahead.
Regards,
Steph
Evans Customer Service

I replied back on the 1st Dec informing them I had seen the tracking information yet I hadn't received a parcel, no card, not left at other address, I asked them to provide information as to where it was left.

and received this

Thank you for your email received 1 December 2010.

We are sorry that following recent high email levels we have been unable to answer your email within the past 24 hours.
There is no need to contact us again, we will respond to your original email as soon as we can.
Evans Customer Service

Then this hours later

Thank you for your email received 1 December 2010.
I apologise that you do not yet have your order, I have emailed our couriers to find out where exactly your parcel was delivered to and if they received a signature for it. We expect a reply within the next 24 hours. If you have not received your parcel in this time please email or call us and we can advise you of the couriers response.
If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.
If you have any feedback regarding the service I have personally provided, please contact our Customer Service Manager, Louise Moghaddam, at [EMAIL="csmanager@arcadiagroup.co.uk"]csmanager@arcadiagroup.co.uk[/EMAIL]. Otherwise, please direct any further queries to our customer service team by replying to this email.
Wishing you well for the festive season and the new year ahead.
Regards,
Steph
Evans Customer Service

I emailed them again on the 6th Dec telling them I still had not recieved the parcel, and asked what the couriers response was.
Then I called and was told they were looking into the matter and would be in touch in the next couple of hours, they didn't!
So again on the 7th I emailed asking for answers
Had this response(again!) on the 8th

Thank you for your email received 6 December 2010.
We are sorry that following recent high email levels we have been unable to answer your email within the past 24 hours.
There is no need to contact us again, we will respond to your original email as soon as we can.
Evans Customer Service

Another email off them like above on the 9th
I tried calling over the next couple of days but was getting nowhere and as I was getting irate, I decided to wait for them to call/email me back.

I sent yet another Email on the 13th explaining it had now been 14 days since my item should of been delivered, they hadn't responded to my request from the earlier emails to know where that courier had left the item.

Finally today I had yet another what seems to be automated response

Thank you for your email received 13 December 2010.
We are sorry that following recent high email levels we have been unable to answer your email within the past 24 hours.
There is no need to contact us again, we will respond to your original email as soon as we can.
Evans Customer Service

:mad: What a nightmare they are, I can't afford to keep ringing them as I am constantly on hold, why do they keep saying there is no need to contact them again?
I have paid for goods not received them, they can't tell me what has happened to them and I want to know!

Can anyone here advise what my next steps should be
Thanks

aheaton46

Write to their head office, recorded delivery, stating that you have not received the goods. Include a printout of the emails you have sent and their responses. Say their response so far has been inadequate. Request a replacement item sending out, or a full refund, within 7 days of receipt of letter.

dmg24

Email the manager directly.

cola_bottle

dmg24 wrote: »

Email the manager directly.

On the case now, I have already been out to the actual store and bought the item now, I have had 5/6 orders from Evans in the past few weeks and all but this one turned up!

cola_bottle

I emailed the CS manager directly and received no reply, I emailed another 2 times, rung 6 times with no help, was to,ld to ring the couriers I did and lo and behold they said they had delivered the parcel this was marked as delivered on the tracking website, after a bit of digging done by the company responsible for delivery, seems my parcel was left on my doorstep :eek: as I wasn't in on the day(I was)
No card through my letterbox, I opened a PayPal claim had to escalate it as Evans ignored anything from Paypal, got my money refunded from PayPal.