Courier company & online retalier telling me to go find my item after not delivering

sam4u

JustAnotherSaver wrote: »

HAHAHAHAHA!!!!!!!! :rotfl::rotfl::rotfl:You can guess if you like.

:rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::beer::beer::beer::beer:

JustAnotherSaver

I know some will get upset if i create a new thread so carrying on from this...

Question: Can they delay so long in giving me a refund? Here's the timeframe...

18th Dec 2013: item ordered.
Then came numerous 'attempts' to deliver
20th Dec 2013: I told them i want a refund & they can collect the item from DPD themselves
21st Dec 2013: They asked if they could try again. I responded yes & gave them specific directions & descriptions on how to make it to my front door.
It never arrived.
27th Dec 2013: I again ask for a full refund as this is becoming a farce
27th Dec 2013: Their response...

You are absolutely correct in your assertions. We will open up an investigate about this matter and I will bring up the issues of who signs what. in the mean time I will action a refund for you , apologies we were not able to correctly fulfil your order.

I couldn't remember the account i paid for the item so emailed them 21 Jan 2014 to ask.

Their response 21 Jan 2014:

I followed this all up and was assured by our courier an investigation had been opened, apparently this was not the case, I have esculated the matter now and will get this refunded as soon as we have been updated.
Very sorry for the delay.

I again asked about the 4 digits of my card as they didn't answer their question. Following day their response:

Unfortunately i do not have this information as we do not save customers card details. We are only able to process a refund by reversing the transaction.
As my colleague has stated before we have now asked DPD to investigate this further. Usually in cases such as this the driver will be interviewed and then asked to return to the place where he left the parcel - he would then redeliver to the correct address. Once my colleague has an update from DPD he will be in contact.
Please accept our apologies for this delay. Once we have a response from DPD on the whereabouts of this parcel we will hopefully be able to retrieve this and process your refund as soon as possible.

Is it correct then that i shall have to wait on the joke that is DPD before i get my refund?

For the record, the company i bought from is LED Hut.

wealdroam

No, legally you do not have to wait for them to complete their investigations.
The Distance Selling Regulations state that they should perform the refund as soon as possible after the order was cancelled. and in any case within 30 days.

But practically, yes you probably will have to wait.
The alternative is to go to court to claim your refund, which of course would take even longer.

Post #2 gives you options of looking to your card supplier for the refund.

JustAnotherSaver

wealdroam wrote: »

No, legally you do not have to wait for them to complete their investigations.
The Distance Selling Regulations state that they should perform the refund as soon as possible after the order was cancelled. and in any case within 30 days.

But practically, yes you probably will have to wait.
The alternative is to go to court to claim your refund, which of course would take even longer.

Post #2 gives you options of looking to your card supplier for the refund.

As far as i was aware, i could cancel within 7 days & they'd have to act on this. I did this, but then they asked about sending again & i said yes. It's this bit that makes me wonder - does this classify as removing my request for a refund? I'd imagine it would do.
I then ask again (& finally) about a refund on 27th Dec, which is outside of the 7 days. Unless it's 7 working days, but i'm sure it was just 7 calendar days??


As for the card issuer option - IIRC the section 75 is for orders over £100, but this one is under. Not only that i'm sure i didn't use a credit card & just used my bank card instead.

wealdroam

JustAnotherSaver wrote: »

Unless it's 7 working days, but i'm sure it was just 7 calendar days??

DSRs specify seven working days.
Their terms cannot reduce that.

JustAnotherSaver wrote: »

As for the card issuer option - IIRC the section 75 is for orders over £100, but this one is under. Not only that i'm sure i didn't use a credit card & just used my bank card instead.

Yes, Section 75 is only useful where credit is involved and the purchase is over £100.

Read MSE's Chargeback article and you will find that it is possible to get a refund even if a debit card was used and even if the purchase was under £100.

unholyangel

JustAnotherSaver wrote: »

As far as i was aware, i could cancel within 7 days & they'd have to act on this. I did this, but then they asked about sending again & i said yes. It's this bit that makes me wonder - does this classify as removing my request for a refund? I'd imagine it would do.
I then ask again (& finally) about a refund on 27th Dec, which is outside of the 7 days. Unless it's 7 working days, but i'm sure it was just 7 calendar days??


As for the card issuer option - IIRC the section 75 is for orders over £100, but this one is under. Not only that i'm sure i didn't use a credit card & just used my bank card instead.

Its also 7 working days starting the day after delivery. Since you havent received it yet....you're still within those 7 working days.

It can be up to 3 months and 7 working days if they fail to inform you of your rights under DSRs in a durable medium.

arcon5

Own_My_Own wrote: »

:rotfl: when my DGS is here it can take me half an hour to type one word. :rotfl:

Ditto.

Sometimes if little'on is being a pain (or OH is getting out the shower ) i'll finish off a reply later and find a page of new unread messages

JustAnotherSaver

Amazing what happens when you say "if you don't follow the law then i'll take legal action". Few days later ... refunded.

Better than the fiasco with Sports Direct too as this company at least refunded me the postage cost too.