Boots order NOT recieved - WANT privet documents now or NO refund ??

dakota11

First let me apologize if this is submitted to the wrong category. I wasn’t sure where to put my question but really would like to hear your opinion on this please.

I placed an order with Boots.com on 15th April, which I never received. (Apparently the courier left it on my front garden path! (Which is anywhere but secure) ? I was told by Boots Costumer Services on 26th April when I called up to see where my parcel was.

So now before they were willing to give me a refund for an order I never received in the first place, I have to be sent a declaration for of missing goods which I had to sign. I received this form on 29th April (rather swift) and I signed and dated it and posted it back first class special delivery.

Yesterday I gave them a follow up call just to make sure this was received. They confirmed but informed me they still couldn’t refund me as I have not included a copy of 2 documents (like passport or utility bill) with my name and address on.

I informed them these are privet documents and I am not willing to copy these and send by post just because their courier messed up.

They are now refusing to refund me but as far as I know they have not completed their end of the contract and it is not my responsibility to provide them with my personal details. Is this my legal responsibility?

Before I call them again and try again to get my refund I really just wanted to hear you guys opinion on this situation please.

I cannot believe all the time this is costing me just to get my money back for something I never received. :huh:

Thank you !!

Browntoa

it's because I could order goods for "John Smith" to my address, recieve them and then "john Smith" could ring up and say he had not got his.....I can prove who I am as I have utillty bills in my name, whereas "john smith" does not exist so cannot...it's not an unusual scam these days !!

you want your money, you have to prove who you are to them

martinmarv

If they are privet documents, could they have left the parcel in a hedge?

dakota11

It was just an order with boots for beauty products - not special

No, they request a copy of MY privet documents BEFORE they are willing to offer a refund.

It just seems crazy that I have to post them MY privet documents to get a refund of an order I never received. They never ask you those details when you place an order neither does it get mentioned on the website what a HUGE hassle it is to get a refund when they or their courriers make a mistake on your order.

Who these days is keen to most out privet documents, like passport and bank statements ??

I called a friend, who works in a legal department and according to him i am under NO legal obligation to provide this as it is their responsibility to delivery the goods in the first place otherwise no contract takes place and a refund should be given without any conditions.

I already spent my time on follow up calls, waiting for their form to sign, making a visit to the postoffice, pay for first class signed delivery and all for the pleasure of being charged 60 pounds for recieving NOTHING !

Next thing will be a blood sample I guess?

I am really dissapointed in Boots.

benf90

Dakota - I'm not sure if you were replying to martinmarv's post but if you were... he was joking. "Privet" is a type or types of plant/hedges, "Private" is the correct spelling.

But anyway, spelling isn't important and that post didn't exactly help. As Browntoa said, it's probably just a case of them wanting to check your identity and might not be something to worry about.

Did you pay by credit card? If so, have you tried contacting the card issuer and speaking to them about it as they will probably have guidelines on how they can help when things don't get delivered.

Thea's_Mummy

I think I'm right in saying that whatever type of card you used to pay with..the billing address ( registered to the card ) and the delivery address have to be the same for them to accept the order. They already have adequate proof of who you are. It is absurd to expect you to send them any further documents. I would make a fuss ! Surely the owness is on them to use a reliable courier service !

welf_man

Whenever I've ordered from Boots I have to sign for the parcel - if the courier admitted they left it on the path, knowing no-one was in, then I would have thought they are responsible for its loss.

Mel.