Holding my money for an item they never sent to ransom?

LBUK_2

Hello,

I placed an order for a bottle of whisky on a Saturday with 24 hour express delivery. By the following Friday it still hasn't arrived so I contacted customer services.

They said that there had been some confusion but it would be sent asap.

On the Monday I received another email saying that there had been an error somewhere and the package I received wouldn't be my item so could I refuse delivery.

I wasn't home and I found a package of 24 bottles of beer in a very battered box, at least one clearly broken.

I contacted them and they wanted to arrange collection which would involve me waiting at home for a period of hours during the week as they don't do weekend collections.

Excuse me for being busy during the week but this was not acceptable.

I offered to leave the package outside in the same manner that they left it outside when they delivered it but they would not agree to this.

During the conversation I enquired where my parcel was and it still hasn't been despatched and I got the impression it was because they wanted their package back first. I cancelled my order and was told I'd receive a refund immediately.

Eventually we arranged for them to collect 8-10am today but the collection occurred yesterday! We got a phonecall from the collection company asking where we was.

I have no idea if they will be trying again today or not but my refund has not been given.

Surely they can't send out whatever package they want to whoever they want and hold money to ransom like this?

I gave them money for a specific item that they never sent out. Not for a box of broken beers.

How can I escalate this issue effectively?

LBUK_2

Thinking about it, I don't even think they are allowed to drop off alcohol without a signature.

agrinnall

The mistaken deliver and the failure to deliver your order are separate issues, and the refund for your cancellation should not be linked to their inability to arrange a collection. They do have a time in which the refund must be given (not sure if it's now less than the 30 days it used to be), if you don't get the money back in that time then if you paid by card you can ask your bank for a Chargeback.

SnowTiger

Do a Chargeback for non-delivery via your card issuer.

The fact the company delivered an item you didn't order is neither here nor there. If they want it back they should collect it at your convenience.

unholyangel

I may be mistaken but I don't see any time in your post to indicate how long it has been since you cancelled?