Advice for online shopping please

Sianey

Hello! I'm having a bit of a nightmare buying some things online and I was wondering if anyone could advise? I'll condense the story down to bullet points:

- Bought about £160 of goods from an online retailer and paid for next day delivery
- The parcel was routed to the wrong depot, resulting in a delay of 5 days
- Reordered the items in the meantime as I needed them urgently, but when they turned up one of them was incorrect
- Sent back the incorrect item for a replacement, was sent the exact same wrong item again
- Sent back the wrong item again, the refund was not processed as it was lost in their warehouse

At this point I was offered a full refund of my order plus a £30 gift card, and I could still keep the items I wanted. I accepted this so I placed another order using the gift card...

- The further order says that it has been delivered to my letterbox. It has definitely not, and they can be sure of this as it's a very bulky parcel. So we have agreed that it has gone missing.

I feel as though I've been really laid back with them but I'm starting to realise I've been quite messed around now. I've spent about 4 or 5 hours of my time emailing them back and forth as they can't be contacted by phone and I feel as though I'm due compensation for that? What do you think?

Thanks in advance!

visidigi

What is your loss?

They have refunded everything spent, so whats your justifiable costs incurred and are they worthy of going through the process of claiming?

Leo2020

Surely they have already compensated you by giving you a £30 voucher? You accepted that offer and now spent it so I don't think you will have much luck asking for more.

Sianey

But the voucher I spent has been for a parcel I have not received (it was lost).

I guess I would like them to offer something for all the time that I have spent emailing them and for all the frustration? They're a major name retailer and I would really expect better from them.

Thanks for your opinions though, good to get another perspective as it's easy to become one minded when it's happening to you.

Flyboy152

Sianey wrote: »

Hello! I'm having a bit of a nightmare buying some things online and I was wondering if anyone could advise? I'll condense the story down to bullet points:

- Bought about £160 of goods from an online retailer and paid for next day delivery
- The parcel was routed to the wrong depot, resulting in a delay of 5 days
- Reordered the items in the meantime as I needed them urgently, but when they turned up one of them was incorrect
- Sent back the incorrect item for a replacement, was sent the exact same wrong item again
- Sent back the wrong item again, the refund was not processed as it was lost in their warehouse

At this point I was offered a full refund of my order plus a £30 gift card, and I could still keep the items I wanted. I accepted this so I placed another order using the gift card...

- The further order says that it has been delivered to my letterbox. It has definitely not, and they can be sure of this as it's a very bulky parcel. So we have agreed that it has gone missing.

I feel as though I've been really laid back with them but I'm starting to realise I've been quite messed around now. I've spent about 4 or 5 hours of my time emailing them back and forth as they can't be contacted by phone and I feel as though I'm due compensation for that? What do you think?

Thanks in advance!

visidigi wrote: »

What is your loss?

They have refunded everything spent, so whats your justifiable costs incurred and are they worthy of going through the process of claiming?

On top of which you got to keep over a hundred pounds worth of goods.

arcon5

The good will gesture from the first original is spectacular, you should be very grateful.

The missing parcel for the second order is unfortunate and outside of their control (despite the fact they are wholly liable for it).

What I think is you are ungrateful and undeserving. They bent over backwards for you and what do you do? Go looking for more!!!

Jesus, there's just no pleasing some people.

In fact if I was the company i'd be tempted to tell you to shove the second order, cancel the voucher and close your account.