Welly Warehouse, over a month and no shoes!

GlasweJen

I ordered 2 pairs of wellys from Welly Warehouse on 4th November. The order total was just shy of £70.

I ordered on the Friday within the "next working day" time so expected them Monday.

Monday came and went with no shoes but the terms and conditions indicated that the shoes could take more than next working day so I let it go 10 days as per the website then emailed to see what the hold up was.

Turns out the courier had returned them to WW due to non delivery. I know for a fact that the courier did not attempt to deliver (detailed on another thread in the praise, vents and warning section). I told WW this and they said they would reship it.

Again no wellies, so I emailed again, no wellies.

So I emailed them and said I want a refund and they said that they would re-ship the wellies but a week later I still hadnt received them. On Saturday there I emailed them and said I didn't want them to ship the shoes and could they please just refund me. They haven't acknowledged my emails and ive had no refund to the card.

What can I do from here?

tomjonesrules

There is a number on their website - I'd give them a call and not hang up until they've processed the refund.

GlasweJen

What if they don't answer their phone?

GlasweJen

Bump, anyone? I can't get through to them (trying all day), would a letter be the next move?

GlasweJen

So I sent them a letter asking them to get back to me within 14 days. Someone emailed me one the 30th and said they'd deal with it.

So yesterday I got an email saying that they'd spoken to the courier and it was delivered and that's the end of it, they attached a copy of the signature to the email to "prove" that they'd delivered it to me and the signature looks like a child trying to draw a face! It doesn't look like a signature at all.

I've already contacted neighbours, checked the surrounding area etc so what can I do now?

somethingcorporate

How did you pay?

GlasweJen

I think it was on my tesco MasterCard but the total order was only £68 poundish

somethingcorporate

No harm in talking to your bank.

MWH

Have a look at http://whatconsumer.co.uk/delivery-and-collection-of-goods/

The provider has a responsibility for the goods until you have received them.

It seems here that they are claiming that you have received them. I would be clear with them in writing that I had not received the goods, and that the signature was not mine - nor apparently likely to be that of anyone else! - and demand a refund.

Credit card equal liability - Section 75 - only applies if the purchase is more than £100, but as somethingcorporate says, no harm is raising with them.

Good luck!

GlasweJen

They've sent me a email with a form attached. Basically I need to fill it in and sign it to declare that I'm ok with police etc getting involved and then they'll send me another order.

This will be the 3rd! The one that went AWOL was parcel 2 as parcel 1 was returned to them undelivered. I don't want their goods now, I want a refund! I've had to buy replacements as these were intended to be Christmas gifts.