GiffGaff Delivery Issue

Jadamson

I have read the Consumer Rights Act but I am unsure of where my individual case sits with it.

I ordered a phone from the GiffGaff:14th of February
delivered: 16th, 10am.

However: I had not received it nor any of my housemates or neighbors, after looking at the delivery details (UK Mail) it says that someone by a name I have not heard of had signed for my parcel, the delivery company put him down as a Porter. I have since phoned the landlord, letting agency and building management and no one has employed or have heard of anyone by that name, also we don't even have a Porter!

I contacted GiffGaff on the same day (16th) telling them the issue and was told that they will chase UK Mail, I have since been in contact with them almost everyday and am just being told to wait for them to resolve it. It is now 10 days since it was supposedly delivered and I raised the concern and 12 days from order date, Is this a reasonable amount of time to be told everyday to wait? :mad: what are my rights in this situation and what would you do?

joeluken

Issues with Giffgaff phones appears to be common as does giffgaff's lack of proper response or urgency.

The fact that you can't call anyone to discuss the issue only adds to the frustration.

I would raise a formal written complaint to giffgaff as detailed on its website. Keep copies of all written communication.

If you purchased using giffgaff's monthly payment option also contact Ratesetter as they are responsible under the consumer credit act. If you paid using a credit card contact your provider and raise a complaint.

Good luck

Jadamson

Thank you for your response

It is very frustrating that you can not call them! even more frustrating that 10 days later they still haven't even given me an indication just asking me to wait.

I will definitely consider writing to them formally, I paid for the phone outright so unfortunately not able to go through ratesetter but I could try a chargeback via the bank if they continue to not respond.

Has anyone found out how to raise the query higher or even call them?

bod1467

Jadamson wrote: »

I paid for the phone outright

HOW did you pay? Debit card? Credit card?

Jadamson

Debit Card.

bod1467

In that case raise a chargeback for goods not received. However you usually have to wait 15 days from order for that, and expect giffgaff to reject the claim as they have a proof of delivery. (That fact that it wasn't a delivery to YOU is irrelevant - they have a signature/tracking which the bank may well accept, and thus reject your chargeback claim).

You may need to raise an MCOL claim to get your money back .... or wait a bit longer for giffgaff to pull their finger out of their butt.

joeluken

Jadamson wrote: »

Has anyone found out how to raise the query higher or even call them?

Here's a link to Giffgaff's complaint process. I never found any number to contact Giffgaff by phone but you could try contacting a registered director such as Ronan Dunne the CEO of O2. O2 (Telefonica UK Ltd) is the parent (owner) of Giffgaff Ltd. I'm sure he would be please to hear from you...

https://www.giffgaff.com/support/complaints/complaints-code

bris

You will struggle with this, they say it's delivered and have the proof. A delivery is to an address not a person, if it was delivered to the correct address you will lose.