Advice regarding La Redoute Order Please

LouUK_2

Hi there

I used to shop with La Redoute years ago, and placed an order online with them on 10th January after a 6 year gap. All the items were listed as "in stock" at the time I ordered (I would not have ordered if they were out of stock) and the delivery time was listed as 3-5 working days for a charge of £3.95.

On the fourth working day (16th Jan), my items were still being "processed" so I rang to check all was ok. I was advised they were being dispatched that day and when I asked about the 3-5 days delivery, they said it was from the point of dispatch, not point of order. I disputed this and they said my items were out of stock at the time and they'd had to wait for them to come back in. Again I disputed this and they said their stock isn't live online, which is very misleading and not what was stated when I ordered.

Next day (17th Jan), I found I could track my items through Hermes - if they had given me a tracking number which I did not have! I contacted La Redoute and they advised me by e-mail my items were out for delivery that day and gave me the tracking number.

My items were not delivered that day and ever since I've tried to track them, I am no further forward. I appreciate the weather was bad in London on Friday / Saturday (I have allowed for this) but deliveries returned to normal in my road on Monday. Hermes has not been updated since 3.30am Monday when it says "out for delivery".

I emailed La Redoute at 9.30am yesterday and they said they'd pass it on to the relevant department for investigating. I had another e-mail this morning saying they were contacting Hermes today (24 hours after they promised to investigate) and they'd get back a.s.a.p - I have heard no more.

When I have had issues with other deliveries I normally hear back within a couple of hours, and I am really unhappy at paying £3.95 for delivery when it is now at least 8 working days on, let alone I have to keep chasing for info.

Does anyone have any advice please on how to proceed next?

Many thanks in advance - I am tempted to try to cancel the whole lot but I do not trust the refund to go through! I'm concerned also as the credit invoice is due to be raised on 1st Feb according to my account and I have no idea when I will get the products

LouUK_2

Many thanks for responding on here Amanda. I have sent you an e-mail detailing the problems as I am no further forward, and nobody has contacted me as promised to let me know what is going on.

I look forward to your response with interest.

Louisa

System

i only ever placed two orders with la redoute the 1st one the wrong size and colour were delivered the 2nd order was for a coat and they sent a dress !!!! neddless to say the account was closed fairly quickly after that.