Online Retailer Issue - Advice Required!

[Deleted User]

Hi to everyone at the MSE Forums!

I recently placed an order with an online retailer of which I've two issues that I could really seek some advice.

Firstly...

The order was placed on 15th January 2013 of which I received a despatch e-mail indicating it was with Royal Mail and would be with me within 1-3 working days.

The order was delivered on the 17th January but the item, a dimmer switch, was clearly second-hand because it was covered in scratches and paint/plaster residue. I therefore contacted the retailer the same day providing photographic evidence.

I received an e-mail from the retailer on the 18th January apologising and confirming they had shipped a replacement item along with a returns jiffy bag for the faulty item.

It's now been just over the 1-3 days estimated delivery time and I've received nothing at all. I've spoken to the retailer who just keep repeating that a replacement was shipped and I would simply have to wait for it to arrive. I've asked what happens if it doesn't arrive and they've told me they would make a claim with Royal Mail and then issue me a refund, but I would have to wait at least 15 days before reporting a lost delivery - is this right that I have to wait 15 days or should that be the retailer?

I've also asked where to return the faulty item as there is no need for it to be sitting at my home when it could be back with them. They've refused to give me the returns address reiterating that a returns jiffy bag was shipped with the replacement item and I would have to wait for that to arrive.

Secondly...

The retailer informs me that there are two orders on their system for my account; one which is flagged as 'in process' since the 15th January, and the other marked as 'shipped' (the faulty item that's supposedly being replaced).

I've only received one e-mail order confirmation which was for the item that was shipped, there has been nothing else as I've not placed any additional order. I've reported this to the retailer and they have passed it on to their accounts department, but they don't return my calls or e-mails.

I've checked my bank statement and there are two transactions made the same day for the same amount, so that indicates to me the mystery order must be a duplicate, most likely a joyous computer glitch - how do I get this money refunded?

The online retailer is 'The Internet Electrical Store' who appear to have several other subsidiary companies.

I appreciate any advice you can give.

Thanks in advance!

bris

15 days is when royal mail confirm it's lost not before, wait the 15 days then take it from there. No point in looking for a problem when there may not be one, the weather for one may be holding up delivery.

System

there is some disruption due to snow my parents havent had any post for almost a week in the north east.

[Deleted User]

With regards to the weather, that's why I left it a couple of days before contacting the retailer. We've been receiving mail regularly so there's no disruption locally, however, I'm aware there could be issues at the retailers' sorting office.

custardy

come on
I think you need to relax a bit
its not been that long
the mail 'system' is still catching up
I would be waiting until Monday until i was querying this

[Deleted User]

custardy wrote: »

come on
I think you need to relax a bit
its not been that long
the mail 'system' is still catching up
I would be waiting until Monday until i was querying this

I can't relax, now when I'm up to my eyeballs in renovations. I can't exactly have my electrician on hold for an undetermined amount of time.

custardy

ryan.stephens wrote: »

I can't relax, now when I'm up to my eyeballs in renovations. I can't exactly have my electrician on hold for an undetermined amount of time.

well what do you want to happen?
They say they have dispatched a replacement