Graduation Cap didn't arrive for the ceremony, can I get a refund?

phil_han

Sorry, let me clarify. he university requires the postgraduates to wear one on the graduation ceremony.

The bonnet was purchased initially, about 50 days before the ceremony.
Despite the repeated assurance, it was not delivered, and it cost me a few working days (and money).

Until the morning of the big day, the company gave the same old about 'wait and see'. Only on the morning of the day, did they make the 'hire-now, delivered-later' offer. We weren't given much option or time regarding this.

Delivered-later - This isn't happening. It's now two full-months since the order, and the item has not been delivered. How long should I wait for an order like this?

PS) As for the keepsake argument - people often associate an item from a key event in their life as a memento, and this is one such case. I suppose a similar argument is a wedding dress hire/buy - you buy one and it arrive after the big day, it's the same dress - but has completely different meanings to the bride.

Manxman_in_exile

phil_han wrote: »

Wow, thanks for all the replies. Really appreciate your input.

/powerful_Rogue
The purchase was done with a credit card. We will have a look at the S75 claims as you said. One question, would I have to let the retailer know of my intention to claim S75, or is that not necessary?

/Manxman, /SedulLOUS, /happyandcontented
The cap was purchased originally, not hired. The ceremony recommended everyone wear a specific cap according to their degree type and levels (or whatever), so it seems to be a pretty important thing in some universities.
As for the keepsake argument, if we just wanted a cap for the sake of it, we wouldn't have waited for a graduation ceremony to buy one. It was the occasion of graduation and having something to show for it from the day that encouraged my mother to buy it.
Either way, 60-days non-delivery seems to be a poor business practice for company to engage in.

/steampowered
Yeah, we did request the full refuend, but the seller is arguing they have posted the item (only one day before the event), and I should wait until the delivery has been attempted. The trouble is, they've been lying so much until now, I can not be sure if they actually posted the item at all.

Ok - but did E&R offer a "free" bonnet for your mother to wear on graduation day and did your mother take up that offer or not?


If your mum wanted to purchase (rather than hire) the bonnet then it's a slightly different matter and I would suggest that the "standard" consumer advice offered by other posters above applies. ie she's paid for something and if it doesn't arrive she wants her money back or a replacement (if she wants a keepsake). Personally, so long as I'd got my degree, I'd want my money back.


I know that 40 years ago E&R basically had a monopoly on supplying graduation wear. If they still have no effective competition they may not be too hot on consumer rights.

Manxman_in_exile

phil_han wrote: »

Sorry, let me clarify. he university requires the postgraduates to wear one on the graduation ceremony.

The bonnet was purchased initially, about 50 days before the ceremony.
Despite the repeated assurance, it was not delivered, and it cost me a few working days (and money).

Until the morning of the big day, the company gave the same old about 'wait and see'. Only on the morning of the day, did they make the 'hire-now, delivered-later' offer. We weren't given much option or time regarding this.

Delivered-later - This isn't happening. It's now two full-months since the order, and the item has not been delivered. How long should I wait for an order like this?

PS) As for the keepsake argument - people often associate an item from a key event in their life as a memento, and this is one such case. I suppose a similar argument is a wedding dress hire/buy - you buy one and it arrive after the big day, it's the same dress - but has completely different meanings to the bride.

Sorry - cross posted with you. If your mum purchased the bonnet I'd want E&R to supply it (their problem) or refund her. If E&R can't understand this, go down the s.75 path.


I may be mistaken but I suspect E&R are set up to hire garments, not sell them. They may be inexperienced in dealing with this sort of problem. I may be being overly-generous to them though.


Edit: Ah - just realised postgraduate degree and bonnet rather than mortar board? I can see why that might want to be purchased rather than hired.

phil_han

Thanks. Ede & Ravenscroft do sell the bonnets nowadays. You'd think after 40+ years of monopoly they'd have some experience in the sector, eh?

Right now E&R is offering refund on the following condition:
(1) 100% refund if the item is returned to them
(2) 20% refund if the item is kept

The trouble is, item hasn't been delivered and I am to wait for its delivery before claiming the refund. And I've been waiting for the god*&%$ cap since June!

So I guess, one of my queries is whether there is a deadline to this 'waiting for delivery'? If so, what's the guideline for this?

KeithP

phil_han wrote: »

Thanks. Ede & Ravenscroft do sell the bonnets nowadays. You'd think after 40+ years of monopoly they'd have some experience in the sector, eh?

Right now E&R is offering refund on the following condition:
(1) 100% refund if the item is returned to them
(2) 20% refund if the item is kept

The trouble is, item hasn't been delivered and I am to wait for its delivery before claiming the refund. And I've been waiting for the god*&%$ cap since June!

So I guess, one of my queries is whether there is a deadline to this 'waiting for delivery'? If so, what's the guideline for this?

Forget about E&R.

Seek a chargeback from the credit card issuer.
Reason = ordered goods not received.
Yes, there is a wait time of fifteen days following expected delivery date.

You might want to read MSE's Chargeback article first.

Annie35

royal mail consider something lost 10 days after expected delivery, but its bad form to make you wait. Have you made it clear to E&R that it hasnt arrived.

Go back to basics with them, ignore whats already happened & ask for a refund as it hasnt arrived.

Is it possible to complain to the uni if they have contracted E&R to supply? They might have more 'bite', but if you cant be bothered to fight anymore (why should you) just ask for a refund from the card company, should be done in 1 quick phone call

eddddy

My guess is that E&R are fully aware of consumer regulations etc, but are 'playing hard-ball' because they often get messed about (or fibbed to) by students.

(e.g. Students claim stuff has arrived to avoid paying; or buy stuff and wear it for the ceremony and then return it for a full refund etc.)

I suspect that if you keep insisting that the bonnet hasn't arrived, they will eventually give in.

Annie35

eddddy wrote: »

My guess is that E&R are fully aware of consumer regulations etc, but are 'playing hard-ball' because they often get messed about (or fibbed to) by students.

(e.g. Students claim stuff has arrived to avoid paying; or buy stuff and wear it for the ceremony and then return it for a full refund etc.)

I suspect that if you keep insisting that the bonnet hasn't arrived, they will eventually give in.

not really the op's problem, poor poor customer service & nothing sending tracked wouldnt cure. E&R sound like they're just being a$$es all round :beer:

steampowered

The cap was posted on 26th July, about a week ago.

I would give it one more week. If it arrives, send it back. It seems reasonable to wait 14 days.

If it still hasn't arrived, then push harder for a refund or go for a chargeback.

gazebo

If it's been sent via Royal Mail, if it's a parcel sent second class, it can take longer than 3 working days - only because of size and extra handling required.

If it has been sent by special delivery, it would be able to be tracked and should have been received by 1pm or 9am depending on type of special delivery postage selected.

Random thought, but have you checked with your local delivery office to see if it's there? Sometimes, there can be delays in items being delivered (especially at this time of year) due to staff shortages - also, it is possible a delivery may have been attempted but no red "Something for you" card was left.