Necklace box is empty

adenewton

My girlfriend placed an order with an online site, we've used them loads of times and had no issues.

She ordered a number of things which came today, needed to be signed for, the package itself was fine, not tampered with. Everything seemed in good order until opening the box for the necklace, which was empty.

I'm amazed the box wasn't checked beforehand, the weight of it made is quite clear it was empty, however she is now stressing that they won't believe her.

I've told her they have to and are legally obliged to help her by sending a replacement or refunding the item (it's likely it's on display in the store tbf)

She needs to phone them tomorrow, but is there any advice or buzzwords people can recommend that need to be said so that the sales assistant who answers does not fob her off.

I've told her to get names of people she speaks too and to talk to whoever the duty manager is that is on shift tomorrow morning and explain what has happened.

So, any other advice to ensure this gets resolved quickly and hassle free?

Enterprise_1701C

If it were me I would email them - that way everything goes in writing and you can spend some extra time thinking as you write, especially as she may well be a little dubious about speaking to someone when she thinks they will not believe her.

Start off by saying thank you for the prompt delivery, say how much she loves a particular item, then go on to say how surprised she was to find that particular box empty and she would be grateful if they could send the necklace to put in the box as soon as possible.

If she wants to phone she needs to make a note of the time she calls and a note of the name of the person/people she speaks to and what is said. Most of all she has to remember she is in the right and they will believe her because they may well have one too many necklaces there (unless it is a light-fingered member of staff!!).

It will allmost certainly be easier than you think.

Good luck.

adenewton

Hi thanks.

It's an independent store, we're not sure how quickly they might read/respond to emails to be honest, plus it was ordered for a wedding, for Friday. So ideally need it for then! So we'll phone to start with. Luckily the store is only a few miles away so hopefully if they let me go and pick it up for her on my lunch break then I can do so!

Valli

also as you've used them before remind them that you're a returning customer.;)

As Jane says. lay it on a bit about how happy you've been with them and that you've recommended them to friends and colleagues before, too

Elvisia

I would ring them up if it's urgent, explain the box was empty, and what you'd like in order for the issue to be resolved. You might be surprised at their response (ie hopefully apologetic and will send out a replacement!). It's always good to tell people how you'd like things to be resolved.

denise38

I had this happen to me recently. Ordered a Guess ring from Debenhams for my daughter , Arrived in a lovely box and it was empty. Called Debs and they apoloigised and refunded me as item was OOS.

cagsd

A similar thing happened to me a few years ago, I ordered a box set of DVDs for my nephew's 18th birthday, and he didn't even open them or go to watch them for over a month afterwards... when he did, he found one of the cases was empty! I had ordered from Play.com but I was worried that as it had been over a month they wouldn't do anything about it, and also that it was my word against theirs and for all they knew I could just be trying it on!! I rang their CS dept and explained what had happened, they were very good about it and sent out a whole new box set without any quibbles at all.

Sooler

The item is 'not as described' ... http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained/

adenewton

Thanks everyone.

Just to let you all know my girlfriend just phoned me to say it's sorted, and as i had expected, they just forgot to take it out the display cabinet. Luckily a member of staff just lives down the road, and is going to drop it by later this evening.

So can't argue with them going out of their way to resolve.