Online toy store won't do anything.

keaton

I recently purchased something from a online toystore for my children, I paid by debit card, yesterday I checked my emails to see where it is and it says it was delivered by Hermes to my shed on the 1st of October. But I don't have a shed, nor was it delivered.

I have contacted the toystore and told them I don't have a shed and I have not received my item, they have since said they contacted Hermes and its definitely been delivered to me and as it was over 9 daydays ago there is nothing they can do about it, they will not replace the item nor will they refund me?

Where do I stand with this and what can I do? This hardly seems fair. Any ideas would be much appreciated.

shaun_from_Africa

Providing that you paid with a credit or debit card, you should contact the card issuer and request a chargeback for goods not delivered.
The card issuer will start an investigation so make sure that you inform then that you don't have a shed so there is no way that Hermes could have left it where they stated.

Do you live in an address that has a similar address nearby? Something like xxx road and xxx street?
If so, it might be worth going to the same house number at the other address and asking the householder if they would mind checking their shed.
You aren't obligated to do this but it might save the time and trouble of a chargeback.

kathrynha

Hermes are useless. We received a parcel not addressed to us last Monday, left in the garden in the pouring rain all day and bent despite the "do not bend" labels.
Tried to arrange it to be recollected, but Hermes wasn't interested, so at the weekend my husband took it round to the correct address.

keaton

I've just rang smyths and they say as it was posted over nine days ago its out of their hands now and I will not get a refund or replacement. I asked to speak to a supervisor or manager she said none were there, nor would I be allowed to even if there were.

Looks like I'm going to have to try and do a charge back, how long does that take and how likely am I to get my money back?

unholyangel

keaton wrote: »

I've just rang smyths and they say as it was posted over nine days ago its out of their hands now and I will not get a refund or replacement. I asked to speak to a supervisor or manager she said none were there, nor would I be allowed to even if there were.

Looks like I'm going to have to try and do a charge back, how long does that take and how likely am I to get my money back?

You can do a chargeback for non-delivery after 14 or 15 days. When you a do a chargeback, usually the money will be back in your account within a day or two.

The retailer can fight the chargeback and the money may be debited again but from my own experience, unless the retailer is able to provide proof of delivery, the bank will side with the customer.

keaton

Thank you, Smyth's say it was delivered as far as I know there is no signature. If there is its certainly not mine, if there is a signature from someone else who may have signed for it does that count as proof of delivery?

bod1467

They've already shot themselves in the foot by NOT delivering it to a person (they left it in a shed), and by confirming it wasn't delivered to your address (you don't HAVE a shed).

Just make sure this is clear when you make the chargeback claim.

unholyangel

keaton wrote: »

Thank you, Smyth's say it was delivered as far as I know there is no signature. If there is its certainly not mine, if there is a signature from someone else who may have signed for it does that count as proof of delivery?

It will likely come down to what satisfies the bank that it has been delivered. Of course if your chargeback claim failed, you could still appeal to the financial ombudsman.

The best people to ask that question would probably be your bank

Oh btw, your signature......if they switched, they'd live longer