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Refund on custom order that hasn't arrived on time?
Esme1992
Posts: 3 Newbie
Hello
I'm hoping someone can advise me on what my rights are.
I ordered a custom made dress on the 1st of October for an event tonight (£200). The company knew the date of the event, accepted the order and were really helpful at this point, and the estimated delivery was for the 29th of October.
They emailed me to say my order had dispatched a week ago (Friday the 25th) with a tracking number. I tried to track it on Saturday morning, as their own terms and conditions specify that they send it "next day signed for" (exact wording). The tracking number was invalid and I emailed them to ask for help. They didn't reply until Monday evening and said the number was correct and to try again. They'd just posted it! Over 72 hours after they said they had.
When I went to track it, they've sent it 1st Class Signed For, and it hasn't arrived yet. Postman has been and gone this morning and no sign. The only tracking on it is when it was posted, and apparently (after an hour on hold to Royal Mail) they type of postage they've selected doesn't scan or track anywhere except on postage and when it's delivered, so it's in the system somewhere and they won't consider it lost or late until November 9th.
It's an evening gown for a very special occasion (I'm now having to wear an old dress that isn't really suitable) and even if it does turn up it's not the kind of thing I would ever have opportunity to wear again.
I'm very upset it hasn't arrived; I'd followed their Instagram for ages and always promised myself I'd order from them if I ever had the chance. I ordered in plenty of time according to their website, they say they don't refund custom made but if this dress arrives next week I/m left with an expensive dress and unlikely to ever have an occasion to wear it.
I'm frustrated they lied about when they had dispatched it, and also that their website says "next day signed for' when it's actually just bog standard 1st class.
Have I any right to a refund on any grounds?
Thanks for any advice anyone can offer!
I'm hoping someone can advise me on what my rights are.
I ordered a custom made dress on the 1st of October for an event tonight (£200). The company knew the date of the event, accepted the order and were really helpful at this point, and the estimated delivery was for the 29th of October.
They emailed me to say my order had dispatched a week ago (Friday the 25th) with a tracking number. I tried to track it on Saturday morning, as their own terms and conditions specify that they send it "next day signed for" (exact wording). The tracking number was invalid and I emailed them to ask for help. They didn't reply until Monday evening and said the number was correct and to try again. They'd just posted it! Over 72 hours after they said they had.
When I went to track it, they've sent it 1st Class Signed For, and it hasn't arrived yet. Postman has been and gone this morning and no sign. The only tracking on it is when it was posted, and apparently (after an hour on hold to Royal Mail) they type of postage they've selected doesn't scan or track anywhere except on postage and when it's delivered, so it's in the system somewhere and they won't consider it lost or late until November 9th.
It's an evening gown for a very special occasion (I'm now having to wear an old dress that isn't really suitable) and even if it does turn up it's not the kind of thing I would ever have opportunity to wear again.
I'm very upset it hasn't arrived; I'd followed their Instagram for ages and always promised myself I'd order from them if I ever had the chance. I ordered in plenty of time according to their website, they say they don't refund custom made but if this dress arrives next week I/m left with an expensive dress and unlikely to ever have an occasion to wear it.
I'm frustrated they lied about when they had dispatched it, and also that their website says "next day signed for' when it's actually just bog standard 1st class.
Have I any right to a refund on any grounds?
Thanks for any advice anyone can offer!
0
Comments
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When you let them know that you NEEDED it on the 1st October and they said that it would be with you by this date, did you get this in writing?
If you did, and they knew that the dress was for that specific event, then you should be able to reject it as it failed to meet the deadline on the contract. They clearly have used the wrong postage message so it not arriving on time was their error.
Have you contacted them yet? I would be on the phone to them immediately trying to get the dress tracked and delivered. Be polite but firm with them and make it clear that if it doesn’t arrive by 5pm today then you will reject the delivery and seek a full refund.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Is this a proper dress company or just somebody operating with an Instagram account?0
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Hi both.
It says on my order confirmation “estimated delivery 29th of October”. Deep down in the terms and conditions they state delays can happen but you will be informed in such a case (I was not).
It’s a legitimate dress website - they dressed some Celebs for an event this week so I am guessing I was low down their list of priorities as a mere mortal.
It didn’t arrive - for what it’s worth I had a lovely night despite my wardrobe failure!0 -
I did speak to them this morning and they basically said it wasn’t their problem- they posted it on time (not admitting they sent it a different postage method than they specified) and they hoped it arrived in time and thank you for my custom! ��0
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As above, when you communicated with them when you needed it for, was this in writing?
An estimated date is just an estimate.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Royal Mail aim for 93% of first class mail to arrive next day. Your parcel must be one of the 7%.
Despatched could mean it was passed from the warehouse to the posting room. Depending on what time it was sent it may have missed the Friday pick up.0 -
No such thing as "next day signed for" on the royal mail web site.
https://www.royalmail.com/personal/uk-delivery/signed-for-1st-class
Is the nearest option. Although they do
https://www.royalmail.com/personal/uk-delivery/special-delivery
But that usually costs more and would be indicated when you placed the order.Life in the slow lane0
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