Where to turn when company ignoring me

PartTimer33

I recently ordered goods from an online retailer who advertises that you can get free delivery for orders over £25. My order came to over £30 so I have contacted them to get my delivery charge refunded but they are ignoring my emails, my phone calls and my contact via their contact us page.
Who can help me to take this further? Would it be Trading Standards I contact now? If not who? If it is Trading Standards do I go to my local one or the one local to where they are located?

~Beanie~

Who was the retailer? Usually with free delivery don't they just not charge you for it in the first place, rather than charge and then refund later?

Fosterdog

What types of delivery do they offer and what option did you choose? A lot of companies offer free delivery but it is a 3-5 day wait or you can pay and get next day delivery, was their free delivery option on a different service and you chose a quicker delivery over the free option?

OlliesDad

just a couple of thoughts:

Was the order over £30 including the delivery charge? If so, would removing the delivery charge make it less than £25

Did you order from a trade seller? If so, was the order over £25 excluding VAT?

JJ_Egan

Some sites who offer free delivery require you to hit the free delivery in the postage section to get free delivery .Just like Amazons free delivery you get a number of options and choose free delivery other wise default is standard delivery charges .
Any time i order goods i am able to see the price £30 for the goods and the final price before purchase shows the price of the goods plus the delivery costs .

PartTimer33

The website says Free Delivery for orders over £25, there are no extra T & C. The actual order was over the £25 so even if you take of the charge for delivery it still came to more than £25.
There were no options for choosing the type of delivery.

PartTimer33

You would think so but they still charged me anyway now I'm having a battle to get it back. If I had thought about it I should not have completed the order but queried it up front.

powerful_Rogue

PartTimer33 wrote: »

The website says Free Delivery for orders over £25, there are no extra T & C. The actual order was over the £25 so even if you take of the charge for delivery it still came to more than £25.
There were no options for choosing the type of delivery.

Which website was it?

PartTimer33

It is a large company who should know better, not sure if I want to name and shame them just yet.

stevemLS

Well you can't expect any further advice until people can check the website out.

How much are we talking about?

daytona0

Possibly better to link us to the company as then the T's and C's can be investigated. My thinking;

1. They've got a serious glitch with the system and it charged you postage when it should have taken it off (I imagine it would have invoiced you the total cost so you should have queried it before purchase)

2. You didn't qualify for the offer

If you link to the site and give us a gist of what the company are saying to you (ie reason of refusal) then we could possibly advised further; otherwise we are simply speculating which is pointless