INR from The Hut on eBay

SaLoGo

I order a 2 pack of tshirts from The Hut on eBay on 8th August. The delivery was free and stated "Other Courier 3-5 days: Free Estimated delivery: August 15 - August 17".

The 17th came and went with no delivery. OH is on leave and been in all week so we know we hadn't missed a delivery. I contacted The Hut and asked if they had any tracking details or anymore information. They came back on the 18th with a standard template stating that Royal Mail won't consider items lost for 14 days and they cannot issue a refund or dispatch a replacement until this time has passed.

I came on here to double check as I was pretty sure that I shouldn't have to wait for Royal Mail's 14 day policy... my contract is with the seller, not Royal Mail, right? From what I could find on here I'm almost sure I'm right, so replied stating that I requested a replacement to be sent or a refund issued.

Had another standard reply today (their comms are crap!) stating the same again. That I have to wait for Royal Mail's 14 days before they will do anything.

I just want to confirm that I am right and not about to open a INR for no reason and if I do, do I go through eBay or Paypal?

soolin

I bought something from the HUT on ebay as their deal of the day a while ago- and had awful problems. They declined a refund, told me my goods were on the way and told me that I had to allow their logistics dept time to invesitgate any losses before they were obliged to pay out.

In the end I did open an INR and they refunded me about 3 days after opening it.

About a week after the refund, so about 4 weeks after I'd paid I got a despatch note to apologise for the delay in shipping and telling me my items were due in a few days. I obviously tried to stop them sending the goods as they were too late, but they did arrive and it took me a lot of palaver trying to get another payment across as the cost of the return would have not been worth it.

the_lunatic_is_in_my_head

You are right that you don't have to wait 14 working days but demanding a replacement/refund the day after the ETA isn't really on IMO.

I guess they had a 2 day dispatch time so the order should have been posted Friday the 10th and I'm guessing 2nd Class post (unless they are still shipping some items from Guernsey which is about the same as 2nd Class post) so the parcel should have arrived during this week but some time to allow for a delay (until the coming Friday, 2 weeks after dispatch in my opinion) would be fair.

You could open a case on Monday and let it sit until Friday and then escalate if no joy or you could call them on the number on their site and discuss your expectations with them.

soolin

the_lunatic_is_in_my_head wrote: »

You are right that you don't have to wait 14 working days but demanding a replacement/refund the day after the ETA isn't really on IMO.

I guess they had a 2 day dispatch time so the order should have been posted Friday the 10th and I'm guessing 2nd Class post (unless they are still shipping some items from Guernsey which is about the same as 2nd Class post) so the parcel should have arrived during this week but some time to allow for a delay (until the coming Friday, 2 weeks after dispatch in my opinion) would be fair.

You could open a case on Monday and let it sit until Friday and then escalate if no joy or you could call them on the number on their site and discuss your expectations with them.

It has already been 11 days though, and as a seller I would be expecting to refund my buyer about now.

Normally I am very patient with things, that's why I waited for my order from the Hut for so long, but at the very first mention of an RM claim I would go straight to an INR regardless- just to start the clock ticking on my refund.

the_lunatic_is_in_my_head

soolin wrote: »

It has already been 11 days though, and as a seller I would be expecting to refund my buyer about now.

It's been 5 working days since dispatch for second class post...

soolin

the_lunatic_is_in_my_head wrote: »

It's been 5 working days since dispatch for second class post...

The despatch though shows earlier than that and they use a courier.

Here is one of their items chosen at random:

http://www.ebay.co.uk/itm/Henleys-Mens-2-Pack-Helios-T-Shirts-Turquoise-Multi-Grey-Marl-Multi-DD-/140819933226?pt=UK_Men_s_T_Shirts&var=&hash=item20c985a82a

2 day despatch showing and 3-5 days max for courier

As I said though normally I would wait a few more days, I would definitely wait until tomorrows post anyway. However the 'wait for the RM claim' statement just puts my back up so I see no harm in getting a claim in more quickly in case they drag it out.

I wouldn't even mind a polite ' sorry about that, can you wait until Thursday and let us know if it still hasn't arrived?' sort of email.

soolin

Also the negs and neutrals worry me, percentage wise based on their sales the numbers aren't worrying, but the comments seem to suggest a real customer service issue.

If a claim goes in tomorrow evening the seller still has plenty of time for delivery before the case is closed automatically. Cases refunded by the seller and not by ebay don't count on the seller dashboard, so there really is no harm done by protecting yourself .

SaLoGo

soolin wrote: »

As I said though normally I would wait a few more days, I would definitely wait until tomorrows post anyway. However the 'wait for the RM claim' statement just puts my back up so I see no harm in getting a claim in more quickly in case they drag it out.

I wouldn't even mind a polite ' sorry about that, can you wait until Thursday and let us know if it still hasn't arrived?' sort of email.

That's exactly it! It's the way they've gone about it. The whole Royal Mail thing winds me up! They just have no idea of what customer service is! Perhaps having worked in retail in the past I have higher standards?

the_lunatic_is_in_my_head

soolin wrote: »

The despatch though shows earlier than that and they use a courier.

Purchased Wednesday 8th, Dispatch due Fri 10th and so 5 working days since. It says courier but the email would suggest otherwise so most likely sent Royal Mail 2nd Class or via Guernsey Post and then delivered by Royal Mail.

TheHut aren't great and slow service is common but I can't agree with requesting refunds/replacements the moment the Estimated Delivery Date has past.

SaLoGo wrote: »

They just have no idea of what customer service is!

They are cheap, their prices don't allow for great Customer Services, quality service costs a premium.

SaLoGo

the_lunatic_is_in_my_head wrote: »

TheHut aren't great and slow service is common but I can't agree with requesting refunds/replacements the moment the Estimated Delivery Date has past.

I'm not asking you to agree with me. I wanted to check my rights and it seems that I am well within my rights to raise a dispute and will do so after tomorrows post has arrived.

the_lunatic_is_in_my_head

You are "within your rights" to open a Paypal case 2 seconds after you've paid. For someone who worked in retail you might understand the restraints of running a business.

Allowing no time at all for possible postal delay isn't positive behaviour in my view.