Appliances Direct - Delivery Fail

WestyUK

I recently had to replace the lock and door handle on my front door. It was broken and needed sorting.

I decided after much deliberation to buy a Yale Smart Lock and found a few shops selling it online. Appliances Direct had it available with Next Day delivery using Collect +.

I placed my order at around 17:00 on a Friday evening. Next day delivery deadline was at 9pm - there was a count down on the web page. Confirmation mail was received to say the order was confirmed.

On the Saturday when I looked online on the order tracking, the status was "Awaiting Dispatch" I called them to see what was going on. After 25 mins on hold I got to speak to someone who said she didnt know why it hadnt gone out but it would definitely be there on Monday. As a 'goodwill gesture' she offered to refund me the next day delivery charge.

Monday morning I look online at the order status - Awaiting dispatch. I called again - only 15mins on hold this time. I was told yes it was awaiting dispatch, no idea why the lady on Saturday told you it would definitely be here on Monday but it wont. I told her to cancel the order. This I was led to believe was done at that time.

Tuesday morning I get a notification from the delivery company that my parcel has arrived for pick up at the Collect + point in the town. I called back Applicances Direct who then tell me they need to wait for it to be returned before they can process a refund. I asked to speak to a supervisor - apparetnly there were none but they could get me a call back... That never came.

On Thursday morning I received a mail from Collect + to say the item had been returned.

On Friday I went onto the online chat to ask when I would see the money back on my card. I was told the item hadnt been returned and that it would be 3-5 days once it was back before I would get my refund.

Friday - one week later. I go back on to chat and am told that it was being escalated and a supervisor would call me. When she did ring she told me that it still hadnt been returned but they normally give the company 10 working days to return that. Then they would process the refund.. I asked the earliest I am likely to see my money again. It appears the 09-Feb is the likely earliest (28 days from my initial order).

I decided to chase Collect + to see where the item is. After a cal and a couple of emails it appears that the item is now lost and they are starting a claim process for it...

I have not called Appliances Direct again as I can see them sitting on this one for ages now.

What is the best course of action? Chargeback through the bank? I paid with a debit card.

societys_child

Tuesday morning I get a notification from the delivery company that my parcel has arrived for pick up at the Collect + point in the town

It wasn't next day as you wanted but I think at that point I'd have gone and picked it up, and fitted it.

Know nothing about 'chargebacks' sorry.

Greta_Sharbo

Technically they have 14 days to refund from the point they agreed they would. Its not absolutely clear from the chain of events how long its been but looks like 14 days might be this coming Friday?

Id leave it two more days then approach bank.

WestyUK

Thank you both..

Societys Child - I had cancelled it on the Monday and ordered the item from somewhere else. I decided if they had 2 opportunities to send 'next day' and failed there was no guarantee they were going to get it to me the following day.. I had been promised on Saturday it would definitely be there on Monday... I didn't need 2 of them.

As an update - I managed to find the email address of the Head of Sales and Customer Services (James Rigg). I emailed him to explain the chain of events and it has all been sorted.. Just a shame that their customer services team are not empowered to be able to look at the situation and resolve it without the need for an escalation.