Missing delivery help needed- Everything's Five Pounds

Bea2784

Hi!

I'm at the end of my tether and in desperate need of help and advice.

I placed an order with everythings5pounds on January 7th 2018.
My order was never received and so I contacted them about it. They told me there would be an investigation into the delivery, it'd take 28 days and I MUST reply to their courier (R.M) when they contacted me.

Fast forward 3 weeks and I emailed them to see what was happening as I'd heard nothing from RM only to be told the investigation was on hold and that they would have RM resend me a P91 claim form. Immediately I headed to RMs website to see if there was an online option to do the form and speed up the long process but when I looked at the form it was pretty much asking questions that only the seller would know. So I pointed this out.

Then I heard nothing, so I sent more emails pretty much everyday. :mad:

Fast forward to 27th March (my birthday no less) and I got an email to say oh yeah your order was lost in the post, we've refunded you please allow up to 3 working days for the refund. Brilliant, right? Wrong!!!! I've still not received the refund, so I rang them and my god if I spoke to a customer the way that woman spoke to me, I'd be fired on the spot. She was so rude, disregarded anything I said and basically called me a liar when I said I'd not received the refund and could I have the transaction ID number for my bank (apparently thats not a real thing so they don't have them according to "cheryl" at E5P.) :mad: :mad: :mad:

So, what do I do now? I did file a complain at end of February with the European ODR Platform but never heard anything back.

eddddy

Your options include:

Ask your debit card or credit card provider to do a chargeback.
See https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback


Or start the small claims court process by sending a letter before claim/action.
See: https://www.which.co.uk/consumer-rights/letter/letter-before-small-claims-court-claim

Hoploz

Yes, just contact your card company and they'll sort it out.

LadyDee

Refunds can take about 7 working days to filter through to your a/c. Could be the 3 days initial estimate was the internal process time. I'd leave it another few days before involving your card issuer - that could complicate matters unnecessarily if the refund is on the way.