Delivery times and customers rights

Jayjay08

First thing, is it even legal for a company to have only an email address for customer services?
I ordered clothing from a company, for the kids Christmas paid for them and was sent an email stating it would be delivered within 3-5 working days, 3 weeks on and I still don’t even have a dispatch email. There is no available contact phone number on the website, I have emailed the “customer services” email several times but I’m only getting a generic automated response claiming they are “working through a backlog” “we value your custom” “ we are very busy” blah blah blah.
Is there a set amount of time companies have to deliver goods? I know I’m not the only customer dealing with this, it’s a legitimate company. Their website makes no mention of a backlog, nor delayed delivery times. I can’t even contact anyone to get refund.
What are my rights here?

BoGoF

What is the website?

Hopfully you have not ordered from a non-UK or fake site.

LadyDee

Can you cancel the order and get your things elsewhere? Even if they despatch them now you would be unlikely to get them by Christmas. How did you pay?

EmmaQ

I also faced a similar situation. I’ll tell you, that this is most likely not a reliable seller. Do not mess with them. But if you have already paid for the order, it is quite possible that you will have to say goodbye to your money forever( Unfortunately, I once had the similar situation and I faced to such problems

bris

Email only customer services usually means a Chinese website. Just see if you can do a chargeback, get your bank involved.

Jayjay08

It’s not a Chinese website, Iv ordered things from them before and not had any issues. It’s not a fake website They are legitimate but it appears totally horrendous at customer services. The delay is likely due to the huge demand for their products at Christmas.
I paid through PayPal, I can’t cancel the order because I can’t get anyone to deal with to cancel it.

BoGoF

Why the reluctance to name them?

No point asking what your rights are if people can't see what you are dealing with.

born_again

Jayjay08 wrote: »

I paid through PayPal, I can’t cancel the order because I can’t get anyone to deal with to cancel it.

Dispute for non receipt via paypal..

If yo c ancel the order, then you lose non receipt option... Getting a refund is much harder.

Jayjay08

It’s a football teams website and I didn’t really want all the smarmy answers about which team we all follow tbh.

Thegerstoreonline is the website I ordered from

Lomast

http://elitegroup-uk.com/contact/

soolin

They have a Facebook, twitter and instagram account and very often contacting them via social media gets very quick results.