Sports Direct & Hermes - Issue with delivery

aom_ref

Hi, Will try and break this down as per the guid epinned at the top of the forum.

• Placed an order for child's black Adidas trainers with Sports Direct on Monday 6th February. Done this online and paid extra for express delivery, which was shown as arriving on 7th February. Payment was made via PayPal.
• Checked the Hermes tracking info throughout the day on 8th and suddenly at 5.30pm it showed as left in secure location. However, the delivery address is my palce of work which is a public building. There is no secure location anywhere near the entrance and in any case the driver did not enter the premises. I know this because I was actually in the centre reception office between 5-5.45pm that day. This is where any parcel I get delivered comes to, including personal and work related deliveries. I've never had an issue before but a colleague told me that she had the exact same problem with a Hermes delivery just before Christmas.
• Phoned Sports Direct on 8th Feb and was promised a call back that day after they'd spoken to Hermes - no call back
• Phone Sports Direct on 9th Feb and was told they'd have more info later that day - no call back
• Phoned Sports Direct on 10th Feb and was delat with very rudely by a member of their CS team whol told me there was no point talking to them because it could be as much as 10 days before Hermes come back to them. She then told me I also couldn;t speak to a manager as they were all too busy but one would call me back. (Still waiting) My partner took over the call as she deals with CS teams a spart of her job but the SD employee hung up the phone when my partner started to cite legislation etc and miraculously I had an email 5 minutes later with a 'denial of receipt form', which contradicts what she said and states that the courier has claimed the item was left in 'a secure location'. No further details on which location etc. She also told me the 14 days distance selling regulation for returns wouldn't apply as I'm not cancelling the order and that SD are allowe dup to 28 days to resolve the issue.
• I've sent the form back and also an email breaking down my issues with them as detailed above.
• I've also opened a PayPal dispute.

My question here is, where does this go now? I'm down almost £30.00 and need either the trainers ordered or a refund. There's a lot of advice online about returning online goods or lost deliveries but nothing seems to cover my situation.


Can anyone advise what is likely to happen, i.e. my chances of recovering my money?


Thanks in advance

wealdroam

aom_ref wrote: »

Hi, Will try and break this down as per the guid epinned at the top of the forum.

• Placed an order for child's black Adidas trainers with Sports Direct on Monday 6th February. Done this online and paid extra for express delivery, which was shown as arriving on 7th February. Payment was made via PayPal.
• Checked the Hermes tracking info throughout the day on 8th and suddenly at 5.30pm it showed as left in secure location. However, the delivery address is my palce of work which is a public building. There is no secure location anywhere near the entrance and in any case the driver did not enter the premises. I know this because I was actually in the centre reception office between 5-5.45pm that day. This is where any parcel I get delivered comes to, including personal and work related deliveries. I've never had an issue before but a colleague told me that she had the exact same problem with a Hermes delivery just before Christmas.
• Phoned Sports Direct on 8th Feb and was promised a call back that day after they'd spoken to Hermes - no call back
• Phone Sports Direct on 9th Feb and was told they'd have more info later that day - no call back
• Phoned Sports Direct on 10th Feb and was delat with very rudely by a member of their CS team whol told me there was no point talking to them because it could be as much as 10 days before Hermes come back to them. She then told me I also couldn;t speak to a manager as they were all too busy but one would call me back. (Still waiting) My partner took over the call as she deals with CS teams a spart of her job but the SD employee hung up the phone when my partner started to cite legislation etc and miraculously I had an email 5 minutes later with a 'denial of receipt form', which contradicts what she said and states that the courier has claimed the item was left in 'a secure location'. No further details on which location etc. She also told me the 14 days distance selling regulation for returns wouldn't apply as I'm not cancelling the order and that SD are allowe dup to 28 days to resolve the issue.
• I've sent the form back and also an email breaking down my issues with them as detailed above.
• I've also opened a PayPal dispute.

My question here is, where does this go now? I'm down almost £30.00 and need either the trainers ordered or a refund. There's a lot of advice online about returning online goods or lost deliveries but nothing seems to cover my situation.


Can anyone advise what is likely to happen, i.e. my chances of recovering my money?


Thanks in advance

I don't understand this bit - "She also told me the 14 days distance selling regulation for returns wouldn't apply as I'm not cancelling the order...".

Why don't you just cancel the order? You are still within those 14 days. Send them an email doing just that.

How did you pay? By card?

aom_ref

I didn't think I could cancel the order as I don't have the item to return? That's pretty much what she said. She said I could only claim for an undelivered item and not a cancellation as 'I'm claiming'( her words) I don't have the parcel.


Edit to add: Paid by debit card via PayPal.

wealdroam

aom_ref wrote: »

I didn't think I could cancel the order as I don't have the item to return? That's pretty much what she said. She said I could only claim for an undelivered item and not a cancellation as 'I'm claiming'( her words) I don't have the parcel.

Get that cancellation email sent off now.
You are claiming that the parcel is yet to be delivered. Save the arguing with them about whether it has been delivered or not until after you have cancelled the order, You only have 14 days to cancel the order - well actually you have 14 days from delivery of the goods, so it appears you have no need to rush.

twhitehousescat

yup tell them collection is from Hermes "secure location"

aom_ref

Thank you both for your help. I've just had an email confirming they've accepted my denial of receipt and have issued a full refund.

I think this must be down to forcing the issue with them and making them send that form or it could be as a result of me opening a PayPal dispute today. I actually received confirmation from PayPal about the refund before I had SD's reply.