Elc xmas bargains and updates

SHIRAZ

I'm gutted, managed to order the big city station for my wee boys Christmas, was so thrilled to have got it at such a good price. But apparently my parcel has gone missing in transit and they are now out of stock. Gonna have one sad wee boy on Christmas day, They're going for around £150 on Amazon but can't justify spending that on it

Natasha_H

SHIRAZ wrote: »

I'm gutted, managed to order the big city station for my wee boys Christmas, was so thrilled to have got it at such a good price. But apparently my parcel has gone missing in transit and they are now out of stock. Gonna have one sad wee boy on Christmas day, They're going for around £150 on Amazon but can't justify spending that on it

Terrible, what are ELC doing about it? Maybe they should send you a gift voucher as some form of compensation, I would complain. I've had a few packages from different companies 'go missing' too from the warehouses, happening more frequently in the run up to Xmas it seems.

rellarips

Oddly enough, I had an order not arrive so I emailed them today. It was the Kipper CD and a bottle of paint. I wouldn't mind but I was in all day last Monday. My previous ELC order went 'walkies' to a neighbouring shop. No card left. We only found out because the shop keeper actually came out and told us as we walked past. They had recorded it as 'delivered successfully' for ELC.

City Link get my vote for worst courier where I live!

I know people have issues with all the main couriers but the people who deliver for Yodel and Hermes (usually slated) are really great here.

"Dear XXXXXX

The parcel was supposedly set for Delivery last Monday but has been returned to sender, City Link are saying that there was no one available. Unfortunately the CD is not available and as the other item is a minimal paint order I was unsure on how to proceed: send the 1 item and Refund for the CD. Or Refund the whole order. Please may I ask you to respond with your wishes.

ELC apologises for any inconvenience this may have caused."

Anyway SHIRAZ I really hope that they can offer you something more than a refund given it was your main Xmas present, I really feel for you. It's so close to Christmas now, what a nightmare

SHIRAZ

I have been in touch with them, the customer service leave something to be desired, I have to leave it another week to see if it turns up, if not they will "investigate" after that time, they won't refund until they know the parcel is officially missing. So looks like I won't get the garage or my money back in time to buy my son something in it's place. I'm so disappointed with them and they way they've dealt with it.


ETA, does anyone know where else sells these wooden stations? I might be able to flog a few bits on e-bay and have enough to replace it. Or are they only sold at ELC/Mothercare

rellarips

They have no choice but to refund under the Distance Selling Regulations Act and they are breaking the law to refuse you your money back. As you haven't even recieved the goods, you can cancel for a full refund and even if you had, you would still have seven days after receipt to cancel. See cancelling and refunds below. They shouldn't take longer than a few days to return monies to your card, they are not allowed to wait for the goods to reappear in their radar. You haven't had them, simple. Thier problem not yours!
http://www.out-law.com/page-430#goods


I notice with amusement that there is no easy to find answer for cancelling an order on their helppages... very, very naughty. It may be there but type in 'cancel' and nothing relevant about cancelling an order before receiving it appears! That does not mean to say that you don't have the right but it seems they'd prefer it if you didn't!!!

Call 'em up and ask to speak to one of the managers with respect to an earlier conversation and let them know how unhappy you are with how it's been dealt with and how your rights have been ignored

SHIRAZ

thanks rellarips, I'll try again tomorrow but they were pretty adamant today they wouldn't refund until an investigation had been completed in case the parcel gets delivered

rellarips

That doesn't matter, you can refuse to accept the parcel and insist on its' return under a cancellation.

A customer wants to cancel an order before they receive the goods or where goods are lost in transit?
Under the DSRs, a customer’s right to cancel is unconditional.

• If customers cancel before they have received the goods, you must refund the total price of the goods, including any delivery charges.
• If they cancel, they can refuse to accept delivery of the goods. This cannot be treated as a breach of contract.

Where goods are lost in transit from you to the customer, you will need to either send new goods or offer the customer a full refund, including delivery charges.

http://www.oft.gov.uk/business-advice/treating-customers-fairly/dshome/dsrexplained/;jsessionid=D976D38A58C97E002F946C28B1A686CD

I'm jumping mad for you here!!!! Don't sell your things on Ebay, please!

rellarips

From same government website:
Refunding a cancelled order


You should refund a customer’s money as soon as possible after they cancel an order, and in any case, within 30 days at the latest.

The right to a refund is not connected either to the return of the product nor the customer’s duty to exercise reasonable care of the goods. Even if the customer fails to take reasonable care of the goods, you must make a full refund. You can bring a claim for damages separately.

You must refund the customer’s money even if you have not yet collected the goods or had them returned to you by the customer.

You cannot insist on receiving the goods before you make a refund.

SHIRAZ

Thanks for that rellarips, I probably should have looked for that info before I spoke with them earlier.
It's not the end of the world, just so frustrating when they fob you off. I'm sure I'll work something out. Thanks for your help x

ETA, wonder how long it'll take to go back onto my card if they do go ahead and refund when I call tomorrow?

netimka

what number did you call them? I still wait for my parcel from 30nov ... couldn't find a number so filled this online form but don't know when they are going to answer...

tia