Jacamo - ARRRGH!... Help Please...

markymark07

Hello All,

Since seeing the advert on T.V and placing my first order all seemed well. That was until having given my instructions to leave the parcel with a neighbour the courier 'Hermes' decided to leave the parcel behind the plant pot on my driveway (not exactly secure unlike what they had check as 'left in secure porch') Anyway I had tracked the parcel and in the early afternoon it had been stated as delivered at destination - "Great!" I thought first order placed and received within 48hrs!. When I then got home I discovered the card left by the hermes driver and when I tried to find the parcel behind the plant pot there was no parcel there.

I immediately called Jacamo on the 0871 number and they told me that they had to wait 5 days in order to ensure there wasnt a mistake and that the parcel may turn up. So when it didnt I then called again only to be told I would have to give it 11 days to turn up? :mad:

Anyway cutting the story short I have called about 18 times since the date of the parcel was due to arrive, the premium rate number that Jacamo's Customer Enquiry has now racked me up a bill of £36 - I have had to fill in a lost parcel form and it has been now 13 days since I sent that back and even though I have chased this up they have told me it can take up to 2 weeks to process the claim?

I sent the form on the 9th and as of now it still hasnt been received! I have lost my patience with Jacamo now, on the for-front they appear great but with shocking customer service. I have tried to speak to a manager on numerous times only to be told they are unavailable and that they will call me back in 24 hrs - its now the 3rd time I have requested this and the last request was on Saturday!

SO where do i stand? Can I reclaim my call charges and what should I do? All I want is the clothes I ordered or at worst my account credited.

Any help would be very greatful!

wealdroam

markymark07 wrote: »

Hello All,

Since seeing the advert on T.V and placing my first order all seemed well. That was until having given my instructions to leave the parcel with a neighbour the courier 'Hermes' decided to leave the parcel behind the plant pot on my driveway (not exactly secure unlike what they had check as 'left in secure porch') Anyway I had tracked the parcel and in the early afternoon it had been stated as delivered at destination - "Great!" I thought first order placed and received within 48hrs!. When I then got home I discovered the card left by the hermes driver and when I tried to find the parcel behind the plant pot there was no parcel there.

I immediately called Jacamo on the 0871 number and they told me that they had to wait 5 days in order to ensure there wasnt a mistake and that the parcel may turn up. So when it didnt I then called again only to be told I would have to give it 11 days to turn up? :mad:

Anyway cutting the story short I have called about 18 times since the date of the parcel was due to arrive, the premium rate number that Jacamo's Customer Enquiry has now racked me up a bill of £36 - I have had to fill in a lost parcel form and it has been now 13 days since I sent that back and even though I have chased this up they have told me it can take up to 2 weeks to process the claim?

I sent the form on the 9th and as of now it still hasnt been received! I have lost my patience with Jacamo now, on the for-front they appear great but with shocking customer service. I have tried to speak to a manager on numerous times only to be told they are unavailable and that they will call me back in 24 hrs - its now the 3rd time I have requested this and the last request was on Saturday!

SO where do i stand? Can I reclaim my call charges and what should I do? All I want is the clothes I ordered or at worst my account credited.

Any help would be very greatful!

Cancel your order under Distance Selling Regulations.
They must return all monies paid.
Page 22 of the OFT's guide to the DSRs 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.

And on page 20...

What must my consumers do if they want to cancel?
3.26 They must tell you in writing, or in another durable medium, if they want to cancel. This includes letter, fax or email. A phone call is not enough unless you say in your terms and conditions that you will accept cancellations by phone.

Saynoto0780 lists a geographic phone number... 0161 386 2075
It also lists an 0800 number... 0800 9755579

markymark07

Thank you very much for your help, do you think I can reclaim the calls otherwiseim £36 worse off for no fault of my own?

wealdroam

You can certainly ask for your phone costs to be refunded.
If they don't pay up, you may have to consider small claims court.

What is the value of your order?

markymark07

Its only totalled £124.00! - Bloody nightmare, I am currently emailing them now - my fingers are on fire!

arcon5

Some couriers charge a fee for returning parcels that have been "rejected" by the receipient that exceeds to cost of a standard delivery service.

Cancelling under the DSRs means the buyers have to pay return postage costs so you may be better accepting the parcel then returning it the standard way -- otherwise they will likely deduct the cost the courier imposes.

Maybe much less hassle than fighting over the rest.


Its quite standard having to wait around 11 days until a parcel is considered "lost" though tbh.

markymark07

Its all so frustrating! I work as a designer for a large Mail Order company and the customer service team deal with these issues in minutes, why does it take Jacamo weeks to ressolve this? arrrghh!, rant, rant, rant! I have emailed Jacamo on two emails and quoted the DSR stated above and await their response - if I ever get one!

Thanks for all your help!!

markymark07

More help please...

Further to my email I finally received a call today from a Manager. He informed me that even though I have requested a full refund under the DSR I have raised with them they told they cannot refund my account (online Jacamo account) until they receive my Lost Parecl form back. I have now sent to forms back them in their own addressed envelopes and still they say they have not received them back! As I say all I want is some bloody clothes - how hard can this be really!?!

pinkshoes

Send the form back special delivery??

markymark07

I sent the second form back recorded delivery and even though I had called again informing them that the recorded letter had been stated as delivered and signed for they still insist it may take up to 4 weeks to process the claim.

wealdroam

markymark07 wrote: »

I sent the second form back recorded delivery and even though I had called again informing them that the recorded letter had been stated as delivered and signed for they still insist it may take up to 4 weeks to process the claim.

DSRs do allow them upto 30 days to refund.

From page 25 of the OFT's DSR guide...

When do I have to refund a consumer’s money if they cancel an order?
3.46 As soon as possible after the consumer cancels, and in any case within 30 days at the latest. You must refund the consumer’s money even if you have not yet collected the goods or had them returned to you by the consumer. You cannot insist on the goods being received by you before you make a refund. See also paragraph 3.64.