Awaiting Delivery for online purchase

FilippaW

I purchased an item with a retailer online, paying part gift card and part credit card. They are using Hermes as a courier to deliver the item. I placed the order on the 3rd April and on the 8th April,Hermes sent an email advising they have the item with a tracking number and it will be on its way to me.To date,  I have still not received the item and there are no further tracking updates - it still says it is at the depot. I have tried contacting them and the retailer through emails as they are not operating phones. The retailer has not come back to me at all and Hermes have emailed confirming they have the item but I have to take it up with the retailer not them ! I have emailed them back to say not acceptable. I have spoken with credit card and they have raised it as a dispute with the retailer, and have 'refunded' the element I put on the card (which was about 30% of the final transaction) whilst they deal with the matter.  However, I am still out of pocket for the amount that I paid on gift card and still do not have the item. It really is the item I want and not sure where to go with this.

shaun_from_Africa

FilippaW said:

Hermes have emailed confirming they have the item but I have to take it up with the retailer not them ! I have emailed them back to say not acceptable.

Hermes are totally correct in their response to you. The retailer is their customer so they won't discuss the problem with you.
Who are the retailers? If it's a large, well known company then you should get your gift card balance refunded once things get back to normal although this may take some time.

The_Rainmaker

Sounds like Hermes have damaged it. Try and buy it again?

DoaM

How much was the item? If it was >£100 then contact your CC company again and ask for the "dispute" to be raised as a Section 75 claim.

Also, name and shame the retailer ... no response for 3 weeks (near enough) is unacceptable, even in these COVID-19 times. If they can't provide any customer service then they shouldn't be operating at all.

FilippaW

The_Rainmaker said:

Sounds like Hermes have damaged it. Try and buy it again?

What and throw more money away? I haven't had a full refund as the retailer is not responding to me

FilippaW

DoaM said:

How much was the item? If it was >£100 then contact your CC company again and ask for the "dispute" to be raised as a Section 75 claim.

Also, name and shame the retailer ... no response for 3 weeks (near enough) is unacceptable, even in these COVID-19 times. If they can't provide any customer service then they shouldn't be operating at all.

What is a Section 75 claim please?

shaun_from_Africa

FilippaW said:

What is a Section 75 claim please?

https://www.moneysavingexpert.com/shopping/section75-protect-your-purchases/

Basically, it's UK legislation that provided certain criteria are met, means that a credit provider has the same responsibilities as the retailer for any breach of contract.

The_Rainmaker

FilippaW said:

The_Rainmaker said:

Sounds like Hermes have damaged it. Try and buy it again?

What and throw more money away? I haven't had a full refund as the retailer is not responding to me

Well you won't be receiving the gift card amount back.  That will go back on your gift card.  You already have the 30% back that you put on the credit card.  

FilippaW

I would be happy for them to put back on a card but if they are not answering emails and don't have any phone support I am not sure how I can get this resolved. I was hoping someone on here would be able to point me in a direction