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Item undelivered
vicx
Posts: 3,091 Forumite
Hi all, I made an order on a website recently. The item was sent by RM recorded delivery. I have used my email and order number on the website to get delivery information which shows that the item was shipped the day after payment.
I have not received my item as of yet but hopefully it will turn up. I have the tracking number so have tracked it online daily but I get the message which states items are only tracked after it has been delivered.
I have emailed the website (since there is no phone number on there) and still awaiting a reply. I am just wondering how long I should be expected to wait before I request a refund. I know the RM website states that claims can only be made on the 15th working day from date of sending but should I be expected to wait this long or longer to request a refund from the company?
If I made a claim with RM I would lose out as the item is worth more than the insurance cover for RM recorded delivery. What if the company does not reply or offer a refund, will my bank be able to recover the money? I did not pay via Paypal as payment could only be made through Nochex.
I have not received my item as of yet but hopefully it will turn up. I have the tracking number so have tracked it online daily but I get the message which states items are only tracked after it has been delivered.
I have emailed the website (since there is no phone number on there) and still awaiting a reply. I am just wondering how long I should be expected to wait before I request a refund. I know the RM website states that claims can only be made on the 15th working day from date of sending but should I be expected to wait this long or longer to request a refund from the company?
If I made a claim with RM I would lose out as the item is worth more than the insurance cover for RM recorded delivery. What if the company does not reply or offer a refund, will my bank be able to recover the money? I did not pay via Paypal as payment could only be made through Nochex.
A home without a dog is like a flower without petals.
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Comments
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Hi all, I made an order on a website recently. The item was sent by RM recorded delivery. I have used my email and order number on the website to get delivery information which shows that the item was shipped the day after payment.
I have not received my item as of yet but hopefully it will turn up. I have the tracking number so have tracked it online daily but I get the message which states items are only tracked after it has been delivered.
I have emailed the website (since there is no phone number on there) and still awaiting a reply. I am just wondering how long I should be expected to wait before I request a refund. I know the RM website states that claims can only be made on the 15th working day from date of sending but should I be expected to wait this long or longer to request a refund from the company?
If I made a claim with RM I would lose out as the item is worth more than the insurance cover for RM recorded delivery. What if the company does not reply or offer a refund, will my bank be able to recover the money? I did not pay via Paypal as payment could only be made through Nochex.
if its a UK based website then they must have their full contact details, name, address, tel number and email address if any on their site where it can be easily accessed0 -
It's not for you to make a claim with royalmail. Your contract is with the retailer.
You bought it online so can cancel at any point up until 7 days after taking receipt of the goods, so you can at any time cancel & they must refund you within 28 days.
When did you order it?
I would class 12 working days as reasonable to class as "missing". Atleast thats what I state in my terms and won't refund or replace until this time has lapsed.0 -
It is a UK based company but there is no address or contact number on the website, only an email address which states they will reply within 4 days. I am very wary when purchasing online especially off a website I have not used so I did Google a lot about this company before deciding to order and found their Facebook page with 25,000 fans and also a link to another forum where customers stated the customer service was lacking.
I placed the order on 11th August. Item was dispatched on the 12th by 1st class recorded delivery, I know there is still time yet but it is taking a lot longer than usual for 1st class post and I have received other parcels sent after this date which were posted by 1st and 2nd class so I am starting to wonder if this item was actually dispatched or if it is lost in the post.
I know when I have sent recorded delivery items and tracked them online the same day, it shows where the item was posted but the tracking number I have just states that items are only tracked when it has been delivered so it's not even showing as posted. I'll wait another week to see if the item arrives before requesting a refund.
What are my options if the company does not respond or refund me? ThanksA home without a dog is like a flower without petals.0 -
Vicx, if you have no address and no other way except email of contacting the seller, then your options are quite limited.
Do you feel able to tell us who the seller is?0 -
Do Nochex have any buyer protection available at all?
Did you use credit or debit card? If Nochex don't offer anything and work in a similar way to paypal you may have trouble doing a chargeback/S.75... although I did read somewhere more and more cards was allowing chargebacks against paypal, hopefully it will turn up soon..0 -
Vicx, if you have no address and no other way except email of contacting the seller, then your options are quite limited.
Do you feel able to tell us who the seller is?
I was hoping that if the seller did not respond or offer a refund then my bank would be able to recover the money or is that not possible?
I know my bank recovered money I paid a broadband provider which was not owed after I had cancelled my contract but I had letters to prove I did not owe them any payment. I am just wonderin if my bank would recover the money the same way if the item does not arrive since the Royal Mail website would show the item has not been delivered.
Am I allowed to name the company? Since I have not received a response yet I don't know if the company will offer a refund or not if the item does not eventually arrive, I was just looking for my next step after I have waited a reasonable time for the item to be delivered.
I did find it a little odd that this website had no contact telephone or address but I think it is a seller making a business from home.
ETA: I used my debit card to pay for the item.A home without a dog is like a flower without petals.0 -
I was hoping that if the seller did not respond or offer a refund then my bank would be able to recover the money or is that not possible?
you -> your bank -> nochex -> seller.
Your bank passed your money to Nochex and Nochex passed the money to the seller. Nochex has fulfilled their part of the deal (by passing the money on), so there is really no reason for your bank to grab the money back from Nochex.
Maybe look at this another way... as far as your bank is concerned, you purchased a service from Nochex and that service has been correctly provided.
As suggested above, I think you may need to look into any protection that Nochex might provide.I know my bank recovered money I paid a broadband provider which was not owed after I had cancelled my contract but I had letters to prove I did not owe them any payment.
Having said all that...
Have a look at MSE's Section 75 Refunds article.
There is a bit at the bottom about debit cards... got to be worth looking into.0 -
if its a UK based website then they must have their full contact details, name, address, tel number and email address if any on their site where it can be easily accessed
Not quite correct.
There is no requirement for the sellers telephone number to be available.
All they are required to show for contact details is name, address and e-mail address.0 -
The only contact details on the website is an eMail address. There is no name or address. If I have no luck getting a refund from the seller then I think I'll make a claim with Royal Mail. The only problem is that I wouldn't have the sellers address details for the claim form. I'd lose out thise way too as the compensation cover is less than the item value but at least I'd get something back.A home without a dog is like a flower without petals.0
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your claim with royal mail will be declined. You are the party who contracted them for delivery. You either get a refund from the seller or the bank.
Probably best to name and shame so we can see what we can dig up for you...0
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