Lastminute.co.uk

catkins

After seeing a post about adopting a polar bear I decided to do this for OH for Christmas. I ordered the gift on 9th November and the website said to allow 10 days for delivery. After 12 days I emailed them, received the standard automated reply "thank you for your email we will get back to you" and heard nothing more. After 15 days I emailed again and again got the standard reply and nothing more. Yesterday, 19 days later, I emailed twice and so far have only received automated replies.

What should I do now?

maninthestreet

Perhaps the Polar Bear is stuck in quarantine? Have you checked with Heathrow to see if they are holding a polar bear for you in their quarantine centre?

hjb123

Have you checked to see whether or not they have taken any money from your card? I would try speaking to them and see if they can shed any light on the situation. If you cant make anything of them and they have already taken the money from your card speak to the card issuer and get a chargeback so you have your money back and find somewhere else that sells what you are after if possible.

PS, I found a website with some telephone numbers for lastminute:
0871 222 3200

Their head office number is:

020 7866 9200

Bendybops19

As hjb123 said, call them. It is a lot harder to fob someone off over the phone than by email.

I hope it works out, its a lovely idea for a christmas pressie

catkins

Thanks hjb123 for those numbers. I have just phoned them. Their initial automated reply leaves a lot to be desired (their is no option for wanting to ask about an order!) so I pressed to cancel an order. Spoke to a guy who was helpful but explained I was through to the wrong department! He put me through to a girl who was very helpful and friendly. She said she would send another bear to me so fingers crossed. She said if I do not receive it in about 5 days to ring and speak to her and she would sort it out.

It's a shame that emailing them is such a waste of time but I am happy with their customer service on the phone. I don't want to cancel it as it is a Christmas present for OH.