Bought a canvas, not arrived 60 days later. refund?

lenniejive

I bought a canvas for my husband for his birthday on 21 September via a Groupon offer with a 21 working days delivery. So it should have arrived on 20 October.

I forgot all about it then remembered and complained on 25 November asking for it to be delivered as soon as possible and was contacted to say that they were sorry and it was going to be worked on.

19 December it had still not arrived and I asked someone to call me. I got an email on 20 December saying 'we would like to apologise for any delays you may have experienced with your order. Due to huge demand for our special offers, we have experienced some delays with production. Please be advised, we are now dealing with your request and your photo canvas will be printed within the next 14 working days.
You will also receive a special voucher with your order giving you 75% discount off your next order. This special voucher is valid throughout 2011. Once your order is shipped, you will receive an email to confirm. Please allow 3-5 working days for delivery unless otherwise stated.

Thanks once again for your support and on behalf of the team at You Frame, we hope you enjoy your canvas.'

I sent a reply back on 20 December saying that 14 days was not agreeable and that I thought it was reasonable to expect it to be couriered to me to be received before Christmas.

They said they would see what they could do but no promises.

christmas came and went and I received an automated email this morning saying that the item had been dispatched.

I haven't received it yet but this is already 60 WORKING DAYS after it should have been received.

I paid £19.99 for this, the original price was £69.99 + an additional £5.95 postage and packing.

I think you can agree that the customer service here is pretty bad but when the item arrives (finally) what is reasonable to ask for as a refund?

They have already offered a voucher for 75% off my next order to be used by end of 2011! but I don't really want to place any more orders with them, particularly as I only purchased under and offer in the first place.

Once it's received (if it is any good (everything was uploaded from a picture so not sure yet)) is it reasonable to ask for the full amount back and keep the canvas, or should I start with that and then see what they come back with then perhaps compromise with 50% refund?

Any thoughts/suggestions would be gratefully received.

BJV

Got to be completely honest I am not sure how much faith i would put in it ever arriving and being all ok. After all if this is how they treat you before they have delivered what are they going to be like once you have got it?

Sorry I think I would cancel ask for a full refund and buy something else. Speak to the voucher code provider or your credit card company if you have no luck.

Good Luck.

Chimpofdoom

Girlfriend did the same thing for my upcoming birthday from itison (another groupon site), order says processing, we e-mailed the company, no response, will try phoning later.

If no success.. will call her credit card company and get it cancelled.