No goods received.

AdamHB

I have an online purchase which has been paid for and nothing has been received.
After getting in touch with the company by email and phone message (nobody answers their phone lines) I finally got an email from the company just before the 30 day mark after they took payment. They said they expected my "dispatch from the manufacturer" would be made on 28th July. They also made a vague reference to a "form of compensation". After replying to them to pin down more exact information I have had no further response. Their email has been the one and only form of communcation from them since I placed my order. The original delivery estimate on their website said 5 days and it has now been 5 weeks since the order.
After having read lots of reviews on TrustPilot I can see that many people have had the same experience with this company.

My questions are as follows -

1. After I have written to them asking to get my money back and for the order to be cancelled, what more can I do if I continue to have no response?
2. I paid using a debit card. Does this mean my bank won't cover me?
3. If I suspect the company's only intention was to take payment and never to deliver the goods, what do I do and who do I inform?

wealdroam

AdamHB wrote: »

I have an online purchase which has been paid for and nothing has been received.
After getting in touch with the company by email and phone message (nobody answers their phone lines) I finally got an email from the company just before the 30 day mark after they took payment. They said they expected my "dispatch from the manufacturer" would be made on 28th July. They also made a vague reference to a "form of compensation". After replying to them to pin down more exact information I have had no further response. Their email has been the one and only form of communcation from them since I placed my order. The original delivery estimate on their website said 5 days and it has now been 5 weeks since the order.
After having read lots of reviews on TrustPilot I can see that many people have had the same experience with this company.

My questions are as follows -

1. After I have written to them asking to get my money back and for the order to be cancelled, what more can I do if I continue to have no response?
2. I paid using a debit card. Does this mean my bank won't cover me?
3. If I suspect the company's only intention was to take payment and never to deliver the goods, what do I do and who do I inform?

Raise a chargeback for non-delivery with your card issuer.

Read MSE's Chargeback article for more detail, and ask further questions if necessary.

AdamHB

Chargeback! Great. I'll try that with my bank.Thank you for the reply.
I guess my question 3 would be answered by going to the Financial Ombudsman if the chargeback didn't work out for some reason.