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Seller not responding

wildcat21
wildcat21 Posts: 11 Forumite
Second Anniversary First Post
in Consumer rights
I've ordered a ton bag of compost online, it was supposed to be delivered last Friday. On the Thursday I received a voicemail saying they would deliver it on the Saturday instead. It is now Tuesday, no sign of the compost, and the seller doesn't answer the phone, and hasn't responded to several emails. I don't know what to do next. I paid by debit card.
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Comments

  • wildcat21
    wildcat21 Posts: 11 Forumite
    Second Anniversary First Post
    BTW this was a supposedly reputable company, not add-in individual. I did a fair bit of research prior to ordering.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    BTW  covid lockdown is affecting many in the UK re delivery s etc .
  • wildcat21
    wildcat21 Posts: 11 Forumite
    Second Anniversary First Post
    Still no reply to phone calls or emails. This was quite an expensive purchase, £135 and according to their website they were delivering it themselves, not using a courier. Really don't know what to do, the only thing I can think is to write a letter, but I can't see they're any more likely to respond to that. Also looking at the original email I received confirming the order they have charged me £36 for delivery, despite their website saying "free delivery on all orders". 
  • DoaM
    DoaM Posts: 11,863 Forumite
    10,000 Posts Fifth Anniversary Name Dropper Photogenic
    Check the chargeback rights with your debit card provider. One of the chargeback codes is for non-delivery, but I don't know how long after expected delivery you have to wait before raising a claim.

    @born_again will probably know.
  • ThumbRemote
    ThumbRemote Posts: 4,752 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    JJ_Egan said:
    BTW  covid lockdown is affecting many in the UK re delivery s etc .
    Indeed. So maybe retailers could take it into account when giving delivery dates. And maybe try novel customer service methods like answering the phone. 
  • born_again
    born_again Posts: 22,951 Forumite
    10,000 Posts Sixth Anniversary Name Dropper
    You will have a chargeback rite after 15 days from payment debiting your account if it has not arrived.
    Contact your bank at that point if it has not turned up.
    Life in the slow lane
  • DoaM
    DoaM Posts: 11,863 Forumite
    10,000 Posts Fifth Anniversary Name Dropper Photogenic
    I was going to say 15 days, but I wasn't sure so I didn't want to give incorrect info. That's why I tagged you as I knew you'd know. :)
  • ToxicWomble
    ToxicWomble Posts: 882 Forumite
    500 Posts Name Dropper First Anniversary
    Might be a daft question but does charge back goods value include delivery ?
    Seems convenient that total cost was £135 which included delivery £36 - so product cost was actually £99
  • powerful_Rogue
    powerful_Rogue Posts: 8,656 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    ToxicWomble said:
    Might be a daft question but does charge back goods value include delivery ?
    Seems convenient that total cost was £135 which included delivery £36 - so product cost was actually £99
    Are you thinking of s75 rather then chargeback?
  • ToxicWomble
    ToxicWomble Posts: 882 Forumite
    500 Posts Name Dropper First Anniversary
    edited 8 May 2020 at 2:35PM
    Yes I was - apologies
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