Santander's ludicrous purchase cancellation requirements

BigFatTabbyDave

I bought a birthday present for my son several months ago, and the website I purchased from have never mailed the item, leaving the order marked as 'Awaiting Shipment'. They've ignored all messages I've sent them through their contact form, and have no other listed method of contact. I've noticed that similar reports for this site have been appearing in the last few months.

As I ordered with my Santander Visa Debit card, I got in touch with them in order to have the transaction cancelled. All was going swimmingly, until they asked for a 'Due Delivery Date' given by the website. I still have all emails sent from the selling website, and my account is still active, but there's no mention anywhere of a delivery date (largely because the item hasn't been sent, I would imagine).

Santander claim there's nothing they can do to help as a result. No delivery date means that I just have to sit and wait. I asked if they have a time limit on this, and they don't. I was literally told that I can wait for years for this order, as there's no date specified for delivery.

So, according to Santander, all a scam website has to do is not give a date for delivery on items, and they can keep your money. Clearly this is rubbish, so I'm looking for advice with regard to my next step here. I'm more annoyed by Santander's attitude than by the original website, to be honest. All help greatly appreciated, as this is the first time I've been in this position.

callum9999

BigFatTabbyDave wrote: »

I bought a birthday present for my son several months ago, and the website I purchased from have never mailed the item, leaving the order marked as 'Awaiting Shipment'. They've ignored all messages I've sent them through their contact form, and have no other listed method of contact. I've noticed that similar reports for this site have been appearing in the last few months.

As I ordered with my Santander Visa Debit card, I got in touch with them in order to have the transaction cancelled. All was going swimmingly, until they asked for a 'Due Delivery Date' given by the website. I still have all emails sent from the selling website, and my account is still active, but there's no mention anywhere of a delivery date (largely because the item hasn't been sent, I would imagine).

Santander claim there's nothing they can do to help as a result. No delivery date means that I just have to sit and wait. I asked if they have a time limit on this, and they don't. I was literally told that I can wait for years for this order, as there's no date specified for delivery.

So, according to Santander, all a scam website has to do is not give a date for delivery on items, and they can keep your money. Clearly this is rubbish, so I'm looking for advice with regard to my next step here. I'm more annoyed by Santander's attitude than by the original website, to be honest. All help greatly appreciated, as this is the first time I've been in this position.

Why are you not giving the website name? I find it hard to believe they don't have a section detailing their delivery policy - which you can then calculate your delivery date from.

Santander's rule is presumably to stop people using a charge back just because they've changed their mind about waiting.

nidO

What's the website? The easiest thing to do might just be to see if the website gives an average expected delivery date (say, 3-5 days), add the longer of those two from the next working day after your order, and give that date to Santander.

alanq

From 13 June 2014

"Delivery of goods
The Consumer Contracts Regulations say that goods must be delivered within the time frame you agree with the seller.
If no time frame is agreed, the seller has to deliver 'without undue delay' and at the very latest not more than 30 days from the day after the contract is made."
http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations#link-9

Prior to that
"When to expect your goods
The Distance Selling Regulations say that goods must be delivered within the time frame you agree with the seller.
If no time frame is agreed, the seller has 30 days from the day after they receive your order to deliver your goods."
http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations#link-2

N.B. You may fall foul of VISA Charge Back policy that requires you to make a claim within 120 days of knowing that you have a problem.

BMN

Tell them that the Visa Operating Regulations state that where no delivery date has been specified, a chargeback for Merchandise Not Received (Reason Code 30) can still be performed aslong as 15 calendar days have elapsed from the transaction date.