Not received item ordered online from theworks.co.uk more than 30 days ago

MichPolloy

Hello, this is my first post so apologies if it is in the wrong section.

I ordered some books online at The Works on December 4. £27.99 came out of my bank a few days later, but I never received my order within the stated 5-7 days. I logged an online form with them on December 14 (they have no phone number for customer support) as the item was intended to be a Christmas present.

I received an email back two days later explaining that due to a stock error, my items had not been dispatched, but this had now been corrected and I should expect my items during the following week.

Throughout this, the 'my account' section of their website always listed my order as 'order processing'.

I still didn't receive anything, so on Christmas Eve I emailed again asking for a refund as their promise to deliver had been broken twice. I was told that I could not get a refund "until the goods are back in our warehouse".

It has now been more than 30 days since I placed the order, and nothing has arrived. Before I email again, I was hoping to find out what rights I have.

Do I have any grounds to demand a refund?

Thanks

frugal_mike

Absolutely you have grounds to get a refund without them waiting for the stock to be located. The Distance Selling Regulations state that unless agreed otherwise the seller has 30 days (starting the day your order is placed) to perform their obligations under the contract. If they fail to do that then the contact will be treated as if it was never formed and they should refund you as soon as possible.

However since you requested a refund on Christmas Eve that is the day the contract was cancelled as per your cancellation rights also under the Distance Selling Regulations. They should refund you as soon as possible, but at the very least within 30 days from that date. They can't wait until the books are located.

MichPolloy

Thank you very much for your advice, I've emailed again quoting the distance selling agreement. I await their response, and will update this post when I hear from them.

Thanks again.