Tickets lost in post - AXS never posted - refund

Enceladus

Last March my daughter ordered tickets from AXS Tickets for Carole King in July. These were expensive so she paid for recorded delivery at £5.25. This on top of "service charges" of £17.20.

The tickets have not arrived. Following on from several phone calls and a promised email that also never arrived, AXS eventually provided a Royal Mail tracking number and claimed the tickets were posted at the "end of April". Note the lack of a specific date.

Checking the RM tracker it says "Status: Information on your Royal Mail Signed For Item is not yet available."

When the promised email never arrived we phoned again. Replacement "electronic" tickets were eventually emailed and received however AXS are refusing to refund the recorded delivery charge. They are adamant that it is up to us to pursue RM. RM in turn advise that although the tracking number is valid there is no record of the envelope ever being scanned in as received by them. IE RM say they never received anything to deliver.

RM also confirmed my understanding that in any event our contract is with AXS and therefore it is up to AXS to refund, and for AXS to pursue RM. I don't see why should we have to pursue RM as it is AXS who have failed to fulfil the contract. AXS claim they fulfilled the contract by "posting" the tickets and the loss is no longer their problem as they have emailed replacements.

It seems to me that this is sharp practice on the part of AXS and I would like the £5.25 refunded. My daughter wanted the physical tickets as souvenirs. Now she just has an email.

How best to proceed?

pappa_golf

Enceladus wrote: »

Last March my daughter ordered tickets from AXS Tickets for Carole King in July. These were expensive so she paid for recorded delivery at £5.25. This on top of "service charges" of £17.20.

The tickets have not arrived. Following on from several phone calls and a promised email that also never arrived, AXS eventually provided a Royal Mail tracking number and claimed the tickets were posted at the "end of April". Note the lack of a specific date.

Checking the RM tracker it says "Status: Information on your Royal Mail Signed For Item is not yet available."

When the promised email never arrived we phoned again. Replacement "electronic" tickets were eventually emailed and received however AXS are refusing to refund the recorded delivery charge. They are adamant that it is up to us to pursue RM. RM in turn advise that although the tracking number is valid there is no record of the envelope ever being scanned in as received by them. IE RM say they never received anything to deliver.

RM also confirmed my understanding that in any event our contract is with AXS and therefore it is up to AXS to refund, and for AXS to pursue RM. I don't see why should we have to pursue RM as it is AXS who have failed to fulfil the contract. AXS claim they fulfilled the contract by "posting" the tickets and the loss is no longer their problem as they have emailed replacements.

It seems to me that this is sharp practice on the part of AXS and I would like the £5.25 refunded. My daughter wanted the physical tickets as souvenirs. Now she just has an email.

How best to proceed?

as the product has never been posted then a refund is due

shaun_from_Africa

If you paid by credit or debit card, contact your card issuer and ask about a partial chargeback for goods or services paid for but not supplied.

wealdroam

Enceladus wrote: »

Last March my daughter ordered tickets from AXS Tickets for Carole King in July. These were expensive so she paid for recorded delivery at £5.25. This on top of "service charges" of £17.20.

The tickets have not arrived. Following on from several phone calls and a promised email that also never arrived, AXS eventually provided a Royal Mail tracking number and claimed the tickets were posted at the "end of April". Note the lack of a specific date.

Checking the RM tracker it says "Status: Information on your Royal Mail Signed For Item is not yet available."

When the promised email never arrived we phoned again. Replacement "electronic" tickets were eventually emailed and received however AXS are refusing to refund the recorded delivery charge. They are adamant that it is up to us to pursue RM. RM in turn advise that although the tracking number is valid there is no record of the envelope ever being scanned in as received by them. IE RM say they never received anything to deliver.

RM also confirmed my understanding that in any event our contract is with AXS and therefore it is up to AXS to refund, and for AXS to pursue RM. I don't see why should we have to pursue RM as it is AXS who have failed to fulfil the contract. AXS claim they fulfilled the contract by "posting" the tickets and the loss is no longer their problem as they have emailed replacements.

It seems to me that this is sharp practice on the part of AXS and I would like the £5.25 refunded. My daughter wanted the physical tickets as souvenirs. Now she just has an email.

How best to proceed?

Your daughter has the email replacement tickets so she is able to attend the event - is that right?

The intended recipient is able to make a claim with RoyalMail for lost post, but there are four points here that you need to consider:

1) With Royal Mail Signed For™, the maximum compensation is up to £50.

2) this cover does not include tickets.

3) You loss is next to zero as you are able to attend the event with the emailed tickets.

4) how do you expect RM to make these vanished tickets re-appear?

Perhaps after the event, you could ask the seller if they are able to send you replica tickets for souvenir purposes?
I have no idea whether that's possible.

bod1467

Perhaps read the OP again?

The claim is for a refund of the recorded delivery charge, NOT for a refund of the tickets. Whilst OP's daughter could lodge a claim with RM, with no tracking of the item being received by RM then she's not likely to get very far. So pursuit of the seller is the right course of action.

OP - as mentioned above, raise a chargeback claim on the card provider for services not provided.

the_lunatic_is_in_my_head

RM Signed For isn't tracked and isn't necessarily scanned as entering the postal system. However it's also only £1.15 so either there's a nice mark up for the ticket company or they should have been sent Special Delivery (Signed For would only really benefit the sender by stopping the purchaser from saying they didn't arrive or of course gaining a fiver profit by selling a service which is pretty much worthless to the purchaser).

If OP has paid the extra for them to get the tickets Signed For on receipt and there isn't a signature then surely they'd be entitled to extra fee being refunded?

theonlywayisup

the_lunatic_is_in_my_head wrote: »

RM Signed For isn't tracked and isn't necessarily scanned as entering the postal system. However it's also only £1.15 so either there's a nice mark up for the ticket company or they should have been sent Special Delivery (Signed For would only really benefit the sender by stopping the purchaser from saying they didn't arrive or of course gaining a fiver profit by selling a service which is pretty much worthless to the purchaser).

If OP has paid the extra for them to get the tickets Signed For on receipt and there isn't a signature then surely they'd be entitled to extra fee being refunded?

This, but it's £1.10 for SF. Royal Mail will generally refund the SF charge if challenged, although this is usually challenged by the sender not the addressee.

Hintza

theonlywayisup wrote: »

This, but it's £1.10 for SF. Royal Mail will generally refund the SF charge if challenged, although this is usually challenged by the sender not the addressee.

Royal Mail has no contract with the OP.

It is sorted and life is too short for a moral crusade.

theonlywayisup

Hintza wrote: »

Royal Mail has no contract with the OP.

It is sorted and life is too short for a moral crusade.

Did I say they did?

However, RM do allow either sender or addressee to make a claim, although they will only pay out to one.

What is sorted? Where is the crusade?