Laptop never arrived.1 Dec.So cancelled order, but they refuse to do it.

themissingdigit

We Ordered a laptop from Lenavo online. We had an email saying it would arrive 1 Dec, then on 30 Nov we got another saying we attempted delivery today but you weren't in, we will come tomorrow, halfway through the day we get another saying there is a problem. Common sense (& experience) told us its been stolen by the courier. The longwinded version isn't needed for the basic question. We asked for a replacement to be despatched but they wouldn't so as they were messing around we decided it would be easier to cancel. This was done over the phone & in writing (on numerous occasions), within 14 days of the order & still before receipt of goods let alone within14 days of receiving it. They just keep saying we are working on it & we will have to wait. We have told them it is our legal right but they refuse to address that point. My question is, is my only other choice the chargeback i started with Amex & section 75 if that fails, not that it should but Amex seem very poor in my experience & are quoting 28 Jan as resolution date. Also are we safe to order another from somewhere else & still have the right to send the Lenavo back if it ever turns up?
I can only think they are refusing as they believe we are somehow involved with its disappearance. We most certainly are not & still need a laptop, but should they not refund us while investigating?

[Deleted User]

How can you make the assumption the courier stole it? 

tacpot12

MarkN88 said:

How can you make the assumption the courier stole it? 

Because it was shipped, but never arrived? 

elsien

Or they delivered it to the wrong place. So potentially nicked by someone else rather than the courier. What does the tracking information show?

born_again

All card providers have timescales for retailers to respond to the chargeback. Visa is 45 days. (no idea on Amex, as never worked for them)
Buying another pre the outcome is at your risk. As it is still possible that it could arrive.

What chargeback have you asked them to do? If it's non receipt then Lenovo have a easy out on the basis you cancelled.

DiddyDavies

tacpot12 said:

MarkN88 said:

How can you make the assumption the courier stole it? 

Because it was shipped, but never arrived? 

I've seen many courier delivery Vans parked up with a door open whilst the driver drops something off at a property and an opportunistic thief could easily grab a package whilst walking past and the first that the driver might know about it is when they get back to the depot or their house and unload the van.

Uptown_Boy

born_again said:

What chargeback have you asked them to do? If it's non receipt then Lenovo have a easy out on the basis you cancelled.

In which case they're being duplicitous by not refunding due to cancellation.  

born_again

Uptown_Boy said:

born_again said:

What chargeback have you asked them to do? If it's non receipt then Lenovo have a easy out on the basis you cancelled.

In which case they're being duplicitous by not refunding due to cancellation.  

True, but not how card regulations work & you only get one chance...

unholyangel

born_again said:

Uptown_Boy said:

born_again said:

What chargeback have you asked them to do? If it's non receipt then Lenovo have a easy out on the basis you cancelled.

In which case they're being duplicitous by not refunding due to cancellation.  

True, but not how card regulations work & you only get one chance...

One chance at what? 

Uptown_Boy

At making a chargeback claim on any individual transaction I presume.

That said ... what type of Amex card was this? If it's a credit card then the OP always has the S75 route.

unholyangel

Uptown_Boy said:

At making a chargeback claim on any individual transaction I presume.

That said ... what type of Amex card was this? If it's a credit card then the OP always has the S75 route.

Can't be that, which is why I had to ask. Visa/MasterCard policy only place a limit on the number of times a merchant can attempt a transaction. Not how many attempts for chargeback. I can't see any reason amex would be different. 

Plus, a customer really shouldn't be expected to know things like reason codes. The bank should listen to what the customer says and decide the most appropriate code.