Failed Delivery missing items

darren9947

Hi Everyone, firstly I hope I am posting this in the right section


I ordered some trainers from JD sports a few weeks back which they despatched with My Hermes a week ago Saturday whilst on the drive I received a delivery notification "item left in Porch". Confused I tried calling Hermes although the call centre was closed so sent a message on Facebook asking where my parcel was and that it must have been delivered to the wrong address, the response was the template we will investigate and come back to you. Two days later they did indeed come back and the long and short was if I couldn't find the item (at this stage I will mention I have no porch) they can not help any further and suggest I contact the retailer which I did.


JD were emailed explaining Hermes never delivered the items, we were in at the time even on the drive and as the POD is left in Porch and we have no porch they must either be stolen or delivered to the wrong address, on contacting JD sports today they advised they also investigated and have decided they will not be offering a replacement or refund ?


I actually thought they were joking, the young lady on the phone was very rude and basically said the amount I paid £80 was being withheld and their decision is final and there was nothing we could do, at this stage I advised I will start to the record the call as this cannot be right, I don't have the item so what are they charging for, this seemed to infuriate her further and she advised there is no one else to talk to as the decision has been made and final there will be no replacement or refund and she is ending the call as she has nothing more to say.

I have the 4 emails to and from Hermes and about 2-3 minutes of the call to JD sports, the so called customer service at JD did make the point earlier in the call if I wanted to do something about it she suggests I appoint a third party to take the matter further !


Many Thanks in advance for your help and advice

ThumbRemote

Just send a letter before action and take them (JD Sport) to the small claims court. From what you've said it sounds like a straightforward case.

marcarm

How did you pay? Is a chargeback possible?

bod1467

If you paid by credit or debit card, simply raise a chargeback claim with the card provider for non-delivery of goods. (Make clear in the claim that the goods have not been delivered to your address - the courier has confirmed they left them in a porch that does not exist at your address).

There is usually a 15 day (from date of purchase) waiting period before such a chargeback claim can be made, but it sounds like you are already past that period.

A chargeback should be simpler than going the LBA/claim route ... but you can still take that route if the chargeback is rejected.

ThumbRemote

Good points, had completely forgotten about a chargeback! Much easier than small claims.