Online Purchase - Missing Item help

Laundry_Days

Hello. I placed an order with Oasis through the online shop... have done before and have never had a problem with delivery/service. I ordered 3 items, but only 2 have arrived. I've written to the customer services, but they can't offer a refund or replacement!? Has anyone ever come across this before? How can I possibly prove that something hasn't arrived, and now I can't even return it (obviously!) for a refund so am completely out of pocket for the item. This is the email they sent to me... is there anything else I can do? I paid by debit card if that makes any difference...

Dear xxxx,

Thank you for your e-mail.

I can confirm that I have looked into this issue further for you and am sorry to advise that on this occasion we are unable to offer either replacement items or a refund for the items stated missing.

Let me assure you that a stock check has been carried out along with interviews with the Team Leaders who had packed your parcels. The stock check is showing that the items have been sent.

Please accept my apologies for any disappointment that this may cause you and if we may be of any further help to you, please contact me.

Kind regards,
xxxx

InsideInsurance

Escalate it with in Oasis.

How did you you pay for it? What was the total transaction value?

Leo2020

Contact them again they may just say that to everyone to scare away scammers.

It's up to them to prove that you received the 3rd item. They can't do this because something could have happened to the parcel during transit (even though that's very unlikely and it's more than likely they just forgot to pack it).

bod1467

InsideInsurance wrote: »

How did you you pay for it? What was the total transaction value?

This is important ... it may open up alternative avenues to resolve your complaint. (Section 75 or Chargeback).

Laundry_Days

Thank you all for the replies. I will try another email to Oasis and see what happens.

The total of the order was 87.39, and I paid using a Visa Debit card.