Parcel Missing - Hermes/Boohoo

Claree__x

I ordered 6 items from boohoo.com on Christmas day with standard delivery. Total of about £35 inc postage.

On Wednesday I received an email with my tracking number and when I checked on Thursday morning it said it was out for delivery - good times, thought I. Thursday evening came (around 8pm) and I hadn't received anything so I checked again and it stated it had been "Signed for by customer" at around 5.30pm.

I had been at home all day and no one came to the door. I checked with my neighbour but no one had dropped it there either. It was too late to call them so I waited until Friday morning. I couldn't find a phonenumber for boohoo so I emailed and called Hermes on the offchance they'd be able to tell me something. The guy said that it'd been delivered and there was a signature but he couldn't give me anymore information.

Boohoo replied saying their claims team would be in touch with me shortly - but I heard nothing. I figured it was a bank holiday weekend and all, until I noticed they'd been updating Facebook & Twitter all weekend. I posted on their Facebook wall and they said it was with the claims team who would contact me today.

They've said that because the parcel is "missing" they will have to investigate and I won't receive a refund or a replacement until this has happened - and judging by their refund/customer service so far I could be waiting some time.

Is there anything I can do about this? Surely the investigation is between themselves and their courier? It's not my bloody fault that someone has lost it (or just not delivered) yet I'm out of pocket and have no clothes to show for it.

To add insult to injury, they were all in the sale so there's no chance I'll be getting them now!

tomjonesrules

Ask Boohoo to get a copy of the signature, and keep posting on their FB wall ... They don't want bad PR.

Claree__x

"When received we can raise a claim of non-receipt with the courier on your behalf. As soon as we receive a response our Claims team will be in contact with you. This is normally within 14 working days, but at busy periods may take up to 28 days."

Wonderful. A whole month without my money nor my items. Plus everytime I respond to their email I'm told it can be up to 48 hours for a response. What kinda website doesn't have a customer service telephone number !!!!!!?

There's also a line in the dispute form saying "I confirm that neither myself, member of my household or neighbour have signed for or received this parcel" - Surely it's up to the courier to tell me if they've left it with a neighbour rather than the onus on me to check?

Claree__x

Unfortunately - this is still ongoing.

I tweeted them today because it is the end of the 28 days they advised me and they told me that they've still not heard from the courier and it may be another 1 to 2 WEEKS. Surely they can't do this?

wealdroam

Consider talking to your credit or debit card issuer about their chargeback scheme.

Alternatively, send Boohoo a letter before action.
There are many samples around, including some linked to from the thread...
READ ME FIRST PLEASE . . . Useful links, Resources and FAQs

Lil-vjb

I just wanted to say...I'm am having the same Problem now...my order from Boohoo said it would arrive Wednesday 9th May 2012... Then changed to Thursday 10th May 8pm...now it's Friday and apparently it's in a transit van iv been reading on the web..a lot of people are furious that Boohoo.com does not have a customer services number and apart toy BooHoo tell people that it has been signed for when actually the package is actually lost I have sent and email..but I doubt they will get back to me at all...Can they really get away with this? Or can something be gone about it? Xx

wealdroam

Lil-vjb wrote: »

I just wanted to say...I'm am having the same Problem now...my order from Boohoo said it would arrive Wednesday 9th May 2012... Then changed to Thursday 10th May 8pm...now it's Friday and apparently it's in a transit van iv been reading on the web..a lot of people are furious that Boohoo.com does not have a customer services number and apart toy BooHoo tell people that it has been signed for when actually the package is actually lost I have sent and email..but I doubt they will get back to me at all...Can they really get away with this? Or can something be gone about it? Xx

So you are talking about a delivery that's two days late?

My advice is... wait patiently.

Who told you it's on a van?
You tellus Boohoo don't have a number.