Non receipt of goods disclamer

EmLouB

Hi, I'm having a problem with a missing order from thehut.com. It's a bit complicated as their customer service seems to be pants so I'm going to try to explain it chronologically!....

(I bought 6 items in two separate orders on the same day as I used two Groupon vouchers which I bought for £10 each giving me two £60 vouchers to use (buying multiples was allowed!) so I'll call them orders A and B to avoid confusion)


14/11/12 Placed both orders
21-22/11/12 Receive all items from order A in two parcels and one item from order B - according to dispatching email remaining two items from order B have been sent in one parcel.

27/11/12 Send email informing the hut I am missing one parcel.
29/11/12 Reply from hut asks me to wait until 2nd December.
3/12/12 I inform hut via email items still not arrived
6/12/12 Hut says they will send non receipt of good disclaimer to my email
9/12/12 Having only just received email form (apparently sent on 6th!) realise I need to be able to print it so inform hut I am unable to do so.
11/12/12 Hut say they will put form in post (this never arrives)
14/12/12 Inform hut form not received
19/12/12 Inform hut again form not received and that items will now no longer be required as are Christmas gifts so request credit rather than replacement.
19/12/12 Hut question how 3 parcels and a form have not reached me and ask for address confirmation.
19/12/12 I explain that it is only one missing parcel and that address is clearly not a problem as I have received rest of order
20/12/12 Receive message informing me I have posted them a declaration form but have forgotten to fill it in!!!
20/12/12 I ask them if this is a joke as I have still not received a form to send and suggest the blank form on their desk is probably the one they say they have sent.
24/12/12 Hut say the will re send email and postal copy of the form, I have still not received either.

I emailed them again yesterday asking them to please get this sorted but I don't know what else I can do and am getting incredibly frustrated! I feel like they are fobbing me off and waiting for me to give up chasing it

My main question is if the non receipt of goods form is a legal requirement or if they could just settle this without having it?

Sorry about the long post! Any advice what to do next would be much appreciated

Emma

hcb42

going back to step 09/12/12 - can you not get ANYONE to print this for you, fill it in and send it back?

With regards to your q, I doubt it is legal, more procedural

I expect a credit is difficult for them - because of the groupon complication, so my advice would be print form, fill it in and then chase that to get the goods!

You could of course refund the one parcel from B and get a refund from Groupon as an alternative.

EmLouB

hcb42 wrote: »

going back to step 09/12/12 - can you not get ANYONE to print this for you, fill it in and send it back?

With regards to your q, I doubt it is legal, more procedural

I expect a credit is difficult for them - because of the groupon complication, so my advice would be print form, fill it in and then chase that to get the goods!

You could of course refund the one parcel from B and get a refund from Groupon as an alternative.

Sorry, I only gave the basics of the emails, otherwise I would have had to have written war and peace! I did offer to do that hence they said on the 24th that they would re-send via post AND email, but have still not received either. I must have deleted the original one by accident when I thought one was coming in the post. It was just that originally I thought a hard copy in the post was actually going to be easier than finding somewhere to print it... I was wrong!

Also, they did agree in the message on the 24th to put a credit on the account (once they have received the form) so that I can buy something else as I no longer need the original order for Christmas gifts. The groupon complication is why I asked if I could have credit not a refund so would basically just be choosing something different with my voucher rather than having to involve groupon to arrange a refund.

Having read reviews of the site it would appear many others have ended up with missing items and crap customer service. I wish I had read those before I bought the deal!

EmLouB

Just to add, it's also near impossible to get hold of them on the phone, just tried again this morning but had to give up as it's an 0844 number from a mobile and they keep you on hold forever. Thats if you don't just get a dead tone and a message telling you to try another time :mad:

Again, reading reviews, this is another problem many others are having.

arcon5

Get them to email it as a word document so you can fill it in. I suspect it's just a delay tactic. You could contact group telling them the voucher is not fit for purpose, although they probably wouldn't be interested.

EmLouB

Thanks arcon5, they have told me that I need to physically sign it so do need to print not just fill in on the computer. I can manage that though as my sons school have said I can use their printer quickly when I pick him up. The problem seems to be, as you said, they seem to be delaying the process by not sending it. I really do feel like they want me to get fed up of chasing and back down.

Whilst the amount I have lost out on only really equates to £7.50 as I received goods to the value of a quarter of the voucher (does that make sense? I'm terrible with numbers!) it's more the principal of the matter as they clearly don't want to bother with me! Most of the responses to my emails look almost automated.

I did loose out on more than £7.50 in the end by having to buy alternative gifts just before Christmas at a higher price!

I think I'll contact Groupon anyway. Can't make the matter any worse!

wealdroam

EmLouB wrote: »

Just to add, it's also near impossible to get hold of them on the phone, just tried again this morning but had to give up as it's an 0844 number from a mobile and they keep you on hold forever. Thats if you don't just get a dead tone and a message telling you to try another time :mad:

Again, reading reviews, this is another problem many others are having.

Have a look at SayNoTo0870 for a cheaper geographical number.