Very late delivery / Refund given

kg1987

Firstly, Im glad there's a place like this!

I'll try keep it short.

on the 16/10/2012 i ordered an item from a company, and paid via my card. The following day I recieved a confirmation of the order, and a note to say the item had been dispatched.

A week later i contacted their customer services and asked where my order was - they replied and said basically it can take up 21 days for the item to get here as the item wasn't stocked in the uk (Switzerland). I was irratated, but accepted it

The following week I still had not recieved my item. I contacted customer services again to be told the same "You'll have to wait 21 days before we can start investigating". Now furious, I grit my teeth.

On the 21st day, I still hadn't recieved my item. I contact customer services and this time they apologise and offer me a refund or a replacement. I took the refund and spent an extra £3 for the same item for a more reputable company (Ebuyer (plus free next day))

the 22nd second day comes and in the morning, I receive the item from ebuyer, with still no sign of the other item. In the evening when i returned from work, I got a white slip from RM saying "There's an item that couldn't be delivered because there are customs charges". I'd ordered a few things from eBay so it could have been anything

day 24 (7/11/12) : I go to the local sorting office with the slip and pay the charges (£11.53) and lo and behold its the item.

I honestly thought that was the end of the saga - until today when I get an email from them,

We recently refunded order ###### due it not arriving within 21 days of dispatch. We must now follow this up with Royal Mail and the Police to try and obtain compensation for the loss.

We would be extremely grateful if you could reply by email and confirm that you have still not received this order

If we have to proceed with a claim, please be kind enough to complete any paperwork sent to you by Royal Mail or your local Police force.

So quite frankly I dont know where I stand. :mad:

Has anyone else had a similar situation or can offer some advise as to what I should do?

unholyangel

Who were the company you ordered from? Are they a UK company?

kg1987

The company was MyM3m0ry.co.uk - It seems they aren't technically a uk company as their address is Jersey

Forwandert

Did you take the item from the post office, ie you have received the item? Is it in your possession?

unholyangel

Sooooo you contacted them sometime between the 7th november and the other day when they said about the parcel to tell them that the parcel had arrived, that you no longer needed it etc as you'd cancelled?

kg1987

Yes I've got the item, still sealed

kg1987

unholyangel wrote: »

Sooooo you contacted them sometime between the 7th november and the other day when they said about the parcel to tell them that the parcel had arrived, that you no longer needed it etc as you'd cancelled?

I am guessing this is my next move then

unholyangel

kg1987 wrote: »

I am guessing this is my next move then

While i'd be asking a refund for the charges you incurred......yes technically you cancelled, you have presumably been refunded for the item so the item belongs to them, not you. You're under a statutory duty to take care of it.

Someone may try and tell you they're unsolicited goods but they're definitely not unsolicited goods. For them to be unsolicited, there needs to have been no request by you or someone on your behalf.

hcb42

kg1987 wrote: »

So quite frankly I dont know where I stand. :mad:

Has anyone else had a similar situation or can offer some advise as to what I should do?

Have they already refunded you? (as per title? ) not sure what you are asking here?

Forwandert

kg1987 wrote: »

Yes I've got the item, still sealed

I'm just baffled as to why you would think collecting the item you received a refund for would be the end of the saga. Did it not occur to you at any point upto the company contacting you that now you have received the item and a refund they may want it back?

kg1987

Forwandert wrote: »

I'm just baffled as to why you would think collecting the item you received a refund for would be the end of the saga. Did it not occur to you at any point upto the company contacting you that now you have received the item and a refund they may want it back?

Yes, whilst you make a valid point i agree - I will chalk that one to stupidity (and idleness) - will work on that tomorrow, but that still doesnt explain the customs charges. Even if i was to return the item, I'd still require a refund of the Postage and the Charges would I not?