Item delivered to wrong address

Kcourtney

This is a bit long winded but i am seeking help as to what my rights are.

A few weeks ago a found a company selling pandora charms and bracelets, myself and my fellow students had pooled together to buy gifts for my bosses, i checked out the company and it seemed ok, i sent an email asking if they were located in the uk as they had a .co.uk web address and that they could get the items to me by the 7th, they replied that they were in the uk, would dispatch straight away(dispatch time on there website was 12-48 hours) but couldnt gurentee the 7th as they cant control the postage system, fair enough I ordered,

The 6th came, i emailed to see if it had been shipped they assured me it had, the 12th came I emailed again, this time they gave me a tracking number, i tracked the parcel and it was at the shipping ordered page, I was angry as the parcel had not been shipped as promised and the location of the parcel was hong kong, not very bristish, I emailed again asking to cancel my order as it would not get here in time, they refused.

I tracked the parcel on tuesday for it to say it had been delivered to an address in scotland (i live in the south of england) I emailed the company they said its been signed for take it up with dhl. I contacted dhl who told me the parcel did not have my name and address on it and that it belonged to a gentlemen in scotland (they could not give me his name or address of the man)

I contacted the company again to ask if a mistake had been made with either the address on the parcel or had a been given a wrong tracking number by mistake, to be told this was my shipment that they shipped to my address, that my neighbour must have it, could I go and get it. I have tried to explain that dhl have told me this is not my shipment they just won't listen, i keep saying that its 500 miles away from me in a different country but the will not listen, it has been signed for, therefore I have must it. I keep asking for a refund but they will not budge, insisting I have my package even after i provided them with a screen shot of the tracking information they still will not accept I do not have my parcel. I have asked them to contact dhl themselves as it is their account they should be able to confirm where the parcel has gone, but they will not do this. Insisting no mistake has been made there end.

I normally use paypal but on this occasion I used my debit card, I wish I had used paypal as i could have reversed the payment, i am not sure I can do this on my debit card,

My question is where do I go from here? I have emailed constantly but the company will not accept fault and refund my money, I simply cannot afford to lose £80, i had to borrow from my bill money to buy replacement bracelets (this time from official pandora site) as this is not my money but a collective sum from my students, I am now panicking as my bills are due on the 1st and i am now shy on the normal amount, its not looking hopeful that my money will be returned or that I will receive my parcel.

Any advice would be gratefully received

kate

Ectophile

Have you contacted your bank yet to see if they can do a chargeback on the debit card?

It looks like the tracking number you were given wasn't for your order at all, and they have no intention of fixing the problem.

hollydays

These are not genuine pandora charms are they?

wealdroam

As Ectophile says, a chargeback is the way to go:

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

There are time limits though... how long ago is "a few weeks ago"?

Kcourtney

i ordered on the and paid on the 2nd of this month, i discovered this tuesday just gone that the parcel had gone to a location in scotland, have been in constant contact since then but to no avail

I assumed the pandora charms to be real at time of order as at that time thought I was dealing with a uk company, alarm bells did start to ring when u realized they were coming from hong kong, though I do not have them to verify.

i have just looked in to charge back to debit card via bank and it says only in extreme cases, and that I need proof, so I take it I should take the screen shot of the tracking information and the emails to the bank with me to prove I have not received the parcel. Will this be enough? I intend to go in to town tomorrow to my local branch to see what can be done

Thank you all for advice so far

wealdroam

Kcourtney wrote: »

i have just looked in to charge back to debit card via bank and it says only in extreme cases, and that I need proof, so I take it I should take the screen shot of the tracking information and the emails to the bank with me to prove I have not received the parcel. Will this be enough? I intend to go in to town tomorrow to my local branch to see what can be done

I don't think it can only be used in "extreme cases".
Where exactly did you get that from?

As for proof...
Show them the tracking number email from the seller, the screen print showing delivery to somewhere else, email from seller telling you there is nothing more they can do.

As said in that MSE document, you may well struggle getting bank staff, particularly counter staff, to know all about chargeback.
You may be better off phoning a more central customer services type person... you might like to ask to speak to their disputes dept.

Kcourtney

i have written a letter using the template provided in one of the replies above, I have explained the whole situation as I have had here, I have printed off my original order, my tracking page and all emails to and from the supplier, I am going to my local branch tomorrow afternoon to see what they say and where I should send the letter on to if they are unable to help me.

I will let you know how I get on,

Thank you all for taking the time to reply to me and help me, appreciated

kate x

bris

hollydays wrote: »

These are not genuine pandora charms are they?

Of course not, from China at a tenner for 3 kind of gives it away.

Hermione_Granger

bris wrote: »

Of course not, from China at a tenner for 3 kind of gives it away.

The OP actually spent £80, but don't let the facts get in the way of your pathetic attempt at smugness.