Order lost at depot retailer will not resend to us

Thesnowman_2

Dear All

Any help appreciated with this one as we're at wits end. It's complicated but Ill try and explain as best I can.

Mrs ordered 3 piece travel system from reputable baby company (not sure if I am allowed to say name) who guaranteed delivery within 1-2 days of order. As customer service seemed so much better with this company she cancelled the original order with no1 baby parenting company as they could not provide lead time on travel system and baby's arrival is imminent.

Unknown to us both deliveries turned up on the same day with Citylink. Mrs presumed it was all no1 parenting company order as she had received a text from them and when driver said he had separate chassis on van addressed to us she didn't give it a second thought and only accepted 3 of 4 items and signed for 3 of 4.

Basically, Citylink have confirmed that unfortunately driver didn't tick refusal box for chassis although they have confirmed it was returned to their depot. Retailer who we wanted to purchase off now is not returning phone calls or emails and will not send me another chassis even though we have paid for it and Citylink have admitted it is not in my possession. I have given the retailer Citylink's contact person and number but they said they cannot contact them directly to verify what I have said. I have paid for this by credit card. If someone can please tell us where we stand with this we'd be grateful. This is meant to be a time where we are enjoying the buildup of our new arrival not stressing out and knowing whether we're going to get goods we've paid for or not. It's a time critical situation too as we haven't got the travel system to get baby home once he or she arrives!

Thanks.

ThumbRemote

I think you're going to have to say the names, as it's incredibly difficult to work out what's happened from your story.

Of the 3 parcels, are they 3 from one retailer, 2 and 1, or what combination? What do you actually have?

Thesnowman_2

ThumbRemote wrote: »

I think you're going to have to say the names, as it's incredibly difficult to work out what's happened from your story.

Of the 3 parcels, are they 3 from one retailer, 2 and 1, or what combination? What do you actually have?

I'm sorry, the retailers in question are Mothercare and M&P. So basically Mothercare were going to send us the order (3 items total) in dribs and drabs over a month but M&P could send it within 2 days. Citylink have lost the M&P chassis at their depot and M&P aren't doing anything about sending us another one even though we've paid for it.

M&P's customer service is awful, they just don't seem interested that I've paid and am without the chassis. Sorry, hope this makes my predicament a bit clearer.

ThumbRemote

OK...just to clarify then, if you accepted 3 parcels of 4, what have you actually got from M&P? Was there an extra parcel or not? Or have you got a mish-mash from Mothercare and M&P?

It might sound a silly question, but have you contacted City Link yourself to try and get the missing parcel redelivered, or to go to the depot and collect it?

You could tell M&P you wish to cancel under the Distance Selling Regulations - you'd have to arrange to ship the rest of the items back to them. They will then refund you, but it can take 30 days or so. In the meantime buy a system from somewhere else (unless of course the whole Mothercare system has now arrived?)

Thesnowman_2

ThumbRemote wrote: »

OK...just to clarify then, if you accepted 3 parcels of 4, what have you actually got from M&P? Was there an extra parcel or not? Or have you got a mish-mash from Mothercare and M&P?

It might sound a silly question, but have you contacted City Link yourself to try and get the missing parcel redelivered, or to go to the depot and collect it?

You could tell M&P you wish to cancel under the Distance Selling Regulations - you'd have to arrange to ship the rest of the items back to them. They will then refund you, but it can take 30 days or so. In the meantime buy a system from somewhere else (unless of course the whole Mothercare system has now arrived?)

I've been refunded by Mothercare, would be too long to wait a month for a delivery that wouldnt come altogether so have just got 2 out of 3 items from M&P. Have made numerous calls to Citylink who have confirmed they have the missing chassis in their possession, but they don't know where. My problem is M&P don't seem to want to send me another chassis and have insinuated I'm liable because they are too incompetent to ring Citylink themselves.

gregg1

Thesnowman wrote: »

I'm sorry, the retailers in question are Mothercare and M&P. So basically Mothercare were going to send us the order (3 items total) in dribs and drabs over a month but M&P could send it within 2 days. Citylink have lost the M&P chassis at their depot and M&P aren't doing anything about sending us another one even though we've paid for it.

M&P's customer service is awful, they just don't seem interested that I've paid and am without the chassis. Sorry, hope this makes my predicament a bit clearer.

Speak to their head office, the retailer retains ownership of the goods until,they are delivered to you and it is their responsibility to chase this up for you with the delivery company.

arcon5

This is why when cancelling orders that have been dispatched it's often easier and safer to accept the parcel and return it to them rather than rejecting it which can cause problems and with some couriers will cost more to have the rejected goods returned to the seller, which is passed on to you.

RosiPossum

Nightmare!
At least you have the car seat which is the bit you need for when you leave hospital.
Best of luck!

dalesrider

Contact your card provider and get a chargeback actioned on the non reciept of the items.

Thesnowman_2

Thanks everyone for your responses, M&P due to call me today.....if they don"t send me the chassis I'll definitely pursue refund route as per your advice.

zaax

This is a simple goods not delivered. Send them an email saying 'time is of the essence' and give them a date you want the goods by. If not delivered bythat date ask for your money back by a set date if not its court / charge back for you.