Item lost, company refuses to pay

Viberduo

Company is TheHut, ordered a game that did not arrive, after a few emails that were ignored they sent me a tracking number saying "delivered to letterbox", now my bedroom is next to door and I hear the post through it everyday so contacted them again and they kept ignoring me, did try ringing once or twice too but kept getting cut off or put in hour long queues then hung up on my advisers.

I tried contacting company through the website who state they received no other communication and since over 40 days have passed they will not refund, however their terms are bad since it says they will not see an item as lost before 30 days!!!

What can I do about this?

lucy03

Viberduo wrote: »

Company is TheHut, ordered a game that did not arrive, after a few emails that were ignored they sent me a tracking number saying "delivered to letterbox", now my bedroom is next to door and I hear the post through it everyday so contacted them again and they kept ignoring me, did try ringing once or twice too but kept getting cut off or put in hour long queues then hung up on my advisers.

I tried contacting company through the website who state they received no other communication and since over 40 days have passed they will not refund, however their terms are bad since it says they will not see an item as lost before 30 days!!!

What can I do about this?

You're entitled to a full refund, how did you pay?

Viberduo

I cannot remember if it was card payment or they took paypal

wealdroam

Viberduo wrote: »

I cannot remember if it was card payment or they took paypal

Then have a look at your receipt.

If you are looking to complain, you had better get the facts together.

Can you actually remember whether you paid or not?

Viberduo

wealdroam wrote: »

Then have a look at your receipt.

If you are looking to complain, you had better get the facts together.

Can you actually remember whether you paid or not?

If by receipt you mean email, then yes I have it and I know I paid.

by looking online I have no payment details stored so I assume it was paypal

POPPYOSCAR

Paypal would have sent you an email when you paid.

Viberduo

POPPYOSCAR wrote: »

Paypal would have sent you an email when you paid.

I declutter my inbox all the time so would of deleted it, though I can probably find it on paypal by logging in, but I am 99% certain I paid by paypal.

Not my first bad experience of this company! Luckily in the past I bought through Ebay so had them to help.

POPPYOSCAR

Viberduo wrote: »

I declutter my inbox all the time so would of deleted it, though I can probably find it on paypal by logging in, but I am 99% certain I paid by paypal.

Not my first bad experience of this company! Luckily in the past I bought through Ebay so had them to help.

Yes you will find it in your paypal account when you log in so you can find out 100% that you paid that way.

As someone else said best to get your facts straight.

dalesrider

If it was via paypal.... Then you better get your finger out as you only have 45 days to dispute.

mattyprice4004

Viberduo wrote: »

I declutter my inbox all the time so would of deleted it, though I can probably find it on paypal by logging in, but I am 99% certain I paid by paypal.

Not my first bad experience of this company! Luckily in the past I bought through Ebay so had them to help.

Why not log in and check? It's hardly a big effort to look back a month or two, at least then you know how you paid.

If it was me, I'd have checked before posting so others could give you more relevant advice...

the_lunatic_is_in_my_head

Viberduo wrote: »

now my bedroom is next to door

Sounds like you live in a shared accommodation?

I think you'll find it very hard to get anywhere if the company has tracking showing the parcel was delivered to the address on the order.