Brand Alley - order never received

mr_rush

Evening all

Ordered something from brand Alley. Hermes delivered. Left by bins while I was away.

1 week later (busy London road) it's not there.

Contacted brand Alley for full refund. They say provide 'written sworn statement' saying it was not delivered.

Replied saying - well it wasn't delivered - can you show me signature re: taking delivery etc and also where in T&C does it say that customer needs to provide sworn statements etc'

They at its 'company policy'.

While I could provide the statement - how is it anything more than my email? Feel annoyed that they can't arrange a decent courier to deliver and now won't refund unless a hand written sworn statement is sent to them.

Thoughts?

theonlywayisup

Would the hand written statement have been quicker and more effective than your post?

Thoughts.

LilElvis

I would assume Brand Alley want your statement so that they can then place a claim with Hermes to recover their losses.

dj1471

Well you're welcome to ignore them completely - seek a chargeback from your card issuer (which they will almost certainly dispute) or send a letter before action and follow-up with small claims.

But it's probably easier to just play along...

daytona0

mr_rush wrote: »

They at its 'company policy'.

While I could provide the statement - how is it anything more than my email? Feel annoyed that they can't arrange a decent courier to deliver and now won't refund unless a hand written sworn statement is sent to them.

Thoughts?

The online retailer I worked for many moons ago asked for a similar written statement.

There are two main uses of it:

1. To help the company in claiming from the courier for non delivery.

2. To help deter chancers from fraudulently claiming non-delivery of the items.

In genuine and clear cut fraud cases it could also potentially be used as evidence to be given to the police, but that is fairly rare even for the small time fraudsters!

Just write the statement and get your refund. Simple as that.

mr_rush

How is a hand written statement any different to an email from my registered account?

Yes I could play along I guess. But just seems ridiculous.

bris

What seems ridiculous is buying something then disappearing for a week when it's supposed to be delivered.

mr_rush

So you don't go on holiday?

Or if you have a holiday booked then you don't order anything in the preceding weeks invade it arrives during the one you are away?

Anyway l, email to CEO - refund issued and apology & £30 voucher.