Online order not received

mrs-t-w

Hi not sure if this is the right place to post this - sorry if it's not.

My sister order some cross stitch kits from an online company on 19th January the £40 odd went straight out of her account:mad: but she has not received any items nor an order confirmation email - she has emailed several times and tried to phone (only a mobile) but it just goes onto answer phone.:mad:

I've done an internet search and can't find anything (only their website) They don't seem to be under any buiness listing or anything.

Does anyone know what we can or should do next

Many Thank
Lisa

wealdroam

What is the website?

Are they a UK based company?

Have they got a real address?

Can you send them a real letter?

mrs-t-w

Yeah they are uk based its allcrossstitch.com.

I've given my sister the address and she's gonna write to them - I'm a bit concerned as they've only put a mobile number it may not be their address.

Foggster

mrs-t-w wrote: »

Yeah they are uk based its allcrossstitch.com.

I've given my sister the address and she's gonna write to them - I'm a bit concerned as they've only put a mobile number it may not be their address.

Are you sure its https://www.allcrossstitch.com and not co.uk?

Foggster

Alan Maclachlan

59 Woodcrest Walk
Reigate, Surrey RH2 0JW,



Tel: 01737 778795

Fax: +44 115 8770213

Any help?

mrs-t-w

Foggster wrote: »

Alan Maclachlan

59 Woodcrest Walk
Reigate, Surrey RH2 0JW,



Tel: 01737 778795

Fax: +44 115 8770213

Any help?

Thank you very much will give that a try

wealdroam

Foggster wrote: »

Alan Maclachlan

59 Woodcrest Walk
Reigate, Surrey RH2 0JW,



Tel: 01737 778795

Fax: +44 115 8770213

Any help?

Whilst that is another contact point, that person is only the registrant of the website.

Who may or may not have any involvement in running the cross stitch business.

mrs-t-w

I know but they may be able to give us some ,ore info on contactiong them.

mrs-t-w

Does anyone know what we can do if we still have no joy??

anmarj

mrs-t-w wrote: »

she has not received any items nor an order confirmation email /QUOTE]


their is the possibltiy that your sister may of put the wrong email down on the contact form in error, I know I have done it several times

wealdroam

mrs-t-w wrote: »

Does anyone know what we can do if we still have no joy??

Have you read MSE's Consumer Rights article?

Lots of good info there.

You can cancel the order at any time under Distance Selling Regulations.

On page 22 of the OFT guide to the DSRs it says...

Can a consumer cancel an order before they receive the goods or where goods are lost in transit?
3.35 Yes. Where the DSRs give consumers rights to cancel, this right is unconditional. If consumers cancel before they have received the goods you must refund the total price of the goods, including any delivery charges. Consumers who have cancelled under the DSRs may refuse to accept delivery of the goods. Refusal in such a situation cannot be treated as a breach of contract.

If you read that guide further it will tell you how to cancel.

This all may be tricky if you cannot contact them though.