Seller not responding

wildcat21

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.

wildcat21

BTW this was a supposedly reputable company, not add-in individual. I did a fair bit of research prior to ordering.

JJ_Egan

BTW  covid lockdown is affecting many in the UK re delivery s etc .

wildcat21

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

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

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

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.

DoaM

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

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

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

Yes I was - apologies