Bluewater (Kent) gift card not sent or refunded

Mattick

Hi

Hoping someone can point me in the right direction please.

On the 17th September 2020 I ordered a £40 gift (+ £3 P&P) card online from Bluewater Shopping Centre in Kent as a present for someones birthday; which was meant to be delivered via Royal Mail.  3 weeks have passed now (including the birthday ) and still no giftcard.  I've sent emails to their customer services and left voice messages on their answering machine, still no reponce.  I'm quite now sure I won't be getting one. 

So, I'm hoping someone can tell me what my options are from here? Is there an ombudsman I can contact?

Blackbeard_of_Perranporth

As far as I see, this emporium has four levels of postage and a £2 handling fee. Did you pay for signed delivery, which at second class would have cost £4.18 p&p. 

Or second class unsigned at £2.88. If it was second class unsigned, your complaint would be to Royal Mail. As it was not insured, it is your loss.

Mattick said:

Hi

Hoping someone can point me in the right direction please.

On the 17th September 2020 I ordered a £40 gift (+ £3 P&P) card online from Bluewater Shopping Centre in Kent as a present for someones birthday; which was meant to be delivered via Royal Mail.  3 weeks have passed now (including the birthday ) and still no giftcard.  I've sent emails to their customer services and left voice messages on their answering machine, still no reponce.  I'm quite now sure I won't be getting one. 

So, I'm hoping someone can tell me what my options are from here? Is there an ombudsman I can contact?

born_again

Assuming you paid via debit/credit card.
Chargeback via bank for non receipt.

unholyangel

Blackbeard_of_Perranporth said:

As far as I see, this emporium has four levels of postage and a £2 handling fee. Did you pay for signed delivery, which at second class would have cost £4.18 p&p. 

Or second class unsigned at £2.88. If it was second class unsigned, your complaint would be to Royal Mail. As it was not insured, it is your loss.

Mattick said:

Hi

Hoping someone can point me in the right direction please.

On the 17th September 2020 I ordered a £40 gift (+ £3 P&P) card online from Bluewater Shopping Centre in Kent as a present for someones birthday; which was meant to be delivered via Royal Mail.  3 weeks have passed now (including the birthday ) and still no giftcard.  I've sent emails to their customer services and left voice messages on their answering machine, still no reponce.  I'm quite now sure I won't be getting one. 

So, I'm hoping someone can tell me what my options are from here? Is there an ombudsman I can contact?

When you buy goods from a retailer, the goods remain at the retailers risk until they enter the possession of the consumer.

There is an exception where the consumer arranges their own courier. But it doesn't sound like that's the case here (and is rare in general tbh). 

As above OP, chargeback for non-receipt of goods. 

ThumbRemote

Blackbeard_of_Perranporth said:

Or second class unsigned at £2.88. If it was second class unsigned, your complaint would be to Royal Mail. As it was not insured, it is your loss.

Please Mattick, do not take any notice of this post, it is utter rubbish. If you haven't received the goods you are entitled to a full refund. 

Blackbeard_of_Perranporth

ThumbRemote said:

Blackbeard_of_Perranporth said:

Or second class unsigned at £2.88. If it was second class unsigned, your complaint would be to Royal Mail. As it was not insured, it is your loss.

Please Mattick, do not take any notice of this post, it is utter rubbish. If you haven't received the goods you are entitled to a full refund. 

I will wait to be corrected when the charge back occurs. 

born_again

Blackbeard_of_Perranporth said:

I will wait to be corrected when the charge back occurs. 

Why?
It's a straight forward non receipt.