Boohoo.com selling out of stock items.

Mulan25

Hi, I recently bought a dress and pair of boots from boohoo.com. They were for a night out the following day so I specifically wanted next day delivery, which cost £5.99. I had all confirmation emails that both items were dispatched and the money was taken for all items plus delivery. The parcel came, next day but only the boots were in it. No dress and no email or anything to explain. I contacted them and was told that the dress id bought was out of stock unfortunately they are a very large and popular site and so due to people buying the same item that items sell on a first come first served basis and someone got there before me. I have to wait 5days to be refunded for the dress and they refuse to refund me the £5.99 postage. I think this is shocking customer service. I'd have gone somewhere else if i'd known the dress was out of stock and def not paid for next day delivery. How can they take money from me for an item they don't have? Can anyone give me any advice please? Sorry if i've posted in the wrong place.

Froggitt

Very poor.

It is best practice not to charge the customer until despatch. It is also best practice only to take orders for products you can't fulfil.

Take a look at Distance Selling Rights.......they could be your friend. http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

You can return under DSR within 7 days, and they have to return your outward (£5.99) postage.

Also, they must tell you in advance eg on their website, who pays for the return postage under DSR. Do they?

Even if they state you will pay for return postage, as they have taken the money in advance, I believe that states their acceptance of a contract, of which they are now in breach. They

must refund all money paid in relation to the contract including the postage and packaging

If they claim no contract exists, they should refund you money in full anyway.

So, they have shown that they have no customer service......its now time for them to show whether they comply with the law of the land.

Let us know how you get on.

Mulan25

Going to look into that now thank you!

I just had to contact them again yesterday as I'm still awaiting my refund, they said sorry for the day and they have processed it today 28/10/13! almost 2weeks since i paid for the sold out dress. If I hadn't checked up and contacted them I wouldn't have got it at all, that's if I ever do! So frustrating!