Home base paid but uncollected item

jonesa7777

This issue is perhaps a bit complicated

I bought a few items from Home Base in August last year. I paid on a credit card (placed an order in store). I gave them all of my details, name, address etc. Unfortunately, as they were big (fence panels) I did not collect them the time and gave the receipt to my husband who did not bother collecting them for ages and then lost the receipt. So I assumed that without the receipt I won't be able to do anything... This was till couple of days ago when somebody told me that I can prove my purchase with cc statement etc.
I called HomeBase customer services today who transferred me to the local branch. I spoke to them and they found the details of my order on the system but it says on system that it has been collected.
So I obviously explained that it hasn't been etc. He told me that regardless whether I have a receipt or not I cannot prove it that it had not been collected because it is over 8 months and their system says it has been collected.
I explained that it is upsetting and I even suggested that it could have been a dishonesty on some staff member's part.. but he just said he cannot do anything about it..
So, is that ok?

Suppose, I find the receipt now, can I not collect my items after 8 months? Is there a time limit after which if I hadn't collected items (paid for) from a shop I would not be able to collect them?
And can they tell I cannot prove that I hadn't collected because their system says it's collected and it's been such a long time?
And thirdly, can they they just say 'nothing they can do' after such a strong accusation from my side. Should they not investigate it in some way? Who wrote- it was collected, when etc?

Please let me know, I would be grateful for any advice.
By the way, the items weren't that expensive, just would like to know if this is right.

System

You are still stuck with the problem of proving that you have not collected them before now. How do you propose to do that?

I even suggested that it could have been a dishonesty on some staff member's part.

I bet that went down well, claiming one of the staff was a lying thief

Timalay

jonesa7777 wrote: »

He told me that regardless whether I have a receipt or not I cannot prove it that it had not been collected because it is over 8 months and their system says it has been collected.

You might not be able to, but they should surely. Most big stores have CCTV nowadays. Unless only keep footage for a short term, that should prove who took it.

OlliesDad

Timalay wrote: »

You might not be able to, but they should surely. Most big stores have CCTV nowadays. Unless only keep footage for a short term, that should prove who took it.

I can't imagine many companies keep CCTV for 8 months. I would have expected a paper trail of some sort (i.e. the collector having to sign for it).

iclayt

Try to establish with the store how long something would remain there before it was deemed uncollected. Say it's 6 months - it could have been returned to the supplier, and therefore in a sense has been collected?

Unless you can dig out the receipt I think this is a no goer, to be honest, as you have no proof of purchase or collection and it has been the best part of a year - you could be dishonest as much as a worker could be, only the manager wouldn't get away with calling you that, like you have his staff. Check all the man drawers and the glove compartment again.

Fosterdog

If the receipt is lost there's is a chance that somebody found it and used it to collect the goods

marliepanda

You seemed fine that it was your fault until someone tokd you about getting money back.

Then suddenly its 'upsetting' and the problem must be dishonest staff?

No. The problem is you didnt collect and lost your proof of purchase which allowed you to collect. You making a 'strong accusation' will have weakened any case, why on earth would throwing baseless accusations improve it!

Engagedtobaz

Who in their right mind buys something, doesn't collect it and then thinks about it nearly twelve months later and expects Homebase to give the goods over. :rotfl:

Wish I could afford to do that.

jonesa7777

Thanks for your replies.
To: marliepanda. If I didn't have it, somebody must have had. I said to the manager that it is either a mistake or somebody deliberately altered the details. In any case should he not try and look into it? To try and find out who made that note on the system and when??

jonesa7777

By the way I feel it is unfair because I think any self respecting organisation should refund any uncollected items, they had my card details. If I sold something I would not keep the payment for uncollected item. Where such payment can be allocated? Just a thought.

marliepanda

jonesa7777 wrote: »

By the way I feel it is unfair because I think any self respecting organisation should refund any uncollected items, they had my card details. If I sold something I would not keep the payment for uncollected item. Where such payment can be allocated? Just a thought.

for 8 months?

Any 'self respecting' person would pick it up on time, or call them and say 'woops lost the receipt can you help me?' instead of waiting 8 months.