Lost parcel but Net-a-Porter won’t replace or refund?

Suzi_Q_4

Hi.
I bought a Christmas gift for my Mum from Net-a-Porter. There was a who-har with delivery but the courier finally confirmed 2 weeks ago that the parcel is lost. They have advised Net-a-Porter and I have messaged them too but they are not responding. Where do I stand? I’m £200+ out of pocket and it’s really starting to annoy me now. 

Any advise on what to do next would be greatly appreciated.
Thanks. 

nyermen

First questions that will be asked by the experts here - how did you pay (Credit card? etc) and where is the company (UK?  EU? etc).  If you can let us know, then we'll be able to advise if section 75 or similar is applicable.

Pollycat

According to their website:

NET‑A‑PORTER is part of the YOOX NET‑A‑PORTER GROUP, following the merger of YOOX Group and THE NET‑A‑PORTER GROUP in October 2015. THE NET‑A‑PORTER GROUP LIMITED is a registered company in England & Wales (UK company number 382 0604). VAT registration number GB 243 0645 31.

The contract for delivery was between the retailer/supplier (net-a-porter) and their courier of choice - which is...?

The supplier should be sorting out the lost parcel with the courier. You should not be involved.

Do you really mean "Net-a-Porter won’t replace or refund" as per your thread title or do you mean they are not responding to your messages?

Have you tried to contact them via other means?

As above - how did you pay?

You might like to read the information on chargebacks and Section 75 on the main forum:

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

Suzi_Q_4

Hi. I paid by debit card. I believe the company is in the UK, their address is in London. I have sent messages and emails. They have responded to say the items was out of stock. When I have requested a refund they have said it will take up to 5 weeks for them to look into and let me know. It has already been 7 weeks and nothing. 

The courier is DHL. After they failed to deliver to my house I arranged for delivery to an iStore locker but it never arrived. I was in contact with the courier because it was Christmas Eve and I wanted the gift to give to my mum. DHL have kept me updated through their investigation I guess out of courtesy. 

Thank you. 

George_Michael

The easiest thing to do now is to contact your bank and tell them what has happened and say that you want them to initiate the chargeback process for goods paid for but not received.

Suzi_Q_4

George_Michael said:

The easiest thing to do now is to contact your bank and tell them what has happened and say that you want them to initiate the chargeback process for goods paid for but not received.

Hi.
I’ve looked into this but the process can take up to 12 weeks according to my bank. Is this my only option? 

Thanks.

born_again

Suzi_Q_4 said:

George_Michael said:

The easiest thing to do now is to contact your bank and tell them what has happened and say that you want them to initiate the chargeback process for goods paid for but not received.

Hi.
I’ve looked into this but the process can take up to 12 weeks according to my bank. Is this my only option? 

Thanks.

Well unless retailer will refund, it is the quickest option.
On a chargeback the retailer has 45 days to contest (not a day more) from the date you start it, which should be done over the phone. So that is not 12 weeks. Add in on non receipt of goods, they would have to prove delivery of the goods. Given you have proof that they are lost its not likely they will contest.

Pollycat

Suzi_Q_4 said:

Hi. I paid by debit card. I believe the company is in the UK, their address is in London. I have sent messages and emails. They have responded to say the items was out of stock. When I have requested a refund they have said it will take up to 5 weeks for them to look into and let me know. It has already been 7 weeks and nothing. 

The courier is DHL. After they failed to deliver to my house I arranged for delivery to an iStore locker but it never arrived. I was in contact with the courier because it was Christmas Eve and I wanted the gift to give to my mum. DHL have kept me updated through their investigation I guess out of courtesy. 

Thank you. 

This is confusing.

If  the item was out of stock how could they give the parcel to DHL to deliver to your house?

And ditto to deliver to an iStore locker?

So when did they say the item was out of stock?

So they said it would take them 5 weeks to look into it. What date was that?

Have you had no communication from them since you and DHL told them the parcel was lost (2 weeks ago)?

TBH, I'd start a chargeback even though it's not clear if the company are actually refusing to refund (as alleged in your thread title).

Have you read the information in the link I gave in my post up-thread?

Suzi_Q_4

Pollycat said:

Suzi_Q_4 said:

Hi. I paid by debit card. I believe the company is in the UK, their address is in London. I have sent messages and emails. They have responded to say the items was out of stock. When I have requested a refund they have said it will take up to 5 weeks for them to look into and let me know. It has already been 7 weeks and nothing. 

The courier is DHL. After they failed to deliver to my house I arranged for delivery to an iStore locker but it never arrived. I was in contact with the courier because it was Christmas Eve and I wanted the gift to give to my mum. DHL have kept me updated through their investigation I guess out of courtesy. 

Thank you. 

This is confusing.

If  the item was out of stock how could they give the parcel to DHL to deliver to your house?

And ditto to deliver to an iStore locker?

So when did they say the item was out of stock?

So they said it would take them 5 weeks to look into it. What date was that?

Have you had no communication from them since you and DHL told them the parcel was lost (2 weeks ago)?

TBH, I'd start a chargeback even though it's not clear if the company are actually refusing to refund (as alleged in your thread title).

Have you read the information in the link I gave in my post up-thread?

Hi.
Sorry for not being clear - I’m just really fed up and the whole thing is getting muddled in my head so not helping me communicate clearly. I just wondered what my rights were if I purchase something that then doesn’t arrive. 

The item was purchased on the 18th December. It should have been delivered on the 22nd but wasn’t due to courier issues. Re-delivery was booked for the 24th but didn’t happen. 

I contacted Net-a-Porter on the 24th to advise them the parcel hadn’t arrived. I also contacted DHL because I was desperate to track down the gift before Christmas. 

Net-a-Porter did dispatch the item but when it didn’t arrive I asked them to send a replacement. At this point they told me it was out of stock. I then asked for a refund which they will not give me until they have completed an investigation taking 5 weeks. 5 weeks have since passed and nothing. 

I will call my bank and ask about a chargeback as that seems to be the only suggestion.

thanks. 

Pollycat

Suzi_Q_4 said:

Hi.
Sorry for not being clear - I’m just really fed up and the whole thing is getting muddled in my head so not helping me communicate clearly. I just wondered what my rights were if I purchase something that then doesn’t arrive. 

The item was purchased on the 18th December. It should have been delivered on the 22nd but wasn’t due to courier issues. Re-delivery was booked for the 24th but didn’t happen. 

I contacted Net-a-Porter on the 24th to advise them the parcel hadn’t arrived. I also contacted DHL because I was desperate to track down the gift before Christmas. 

Net-a-Porter did dispatch the item but when it didn’t arrive I asked them to send a replacement. At this point they told me it was out of stock. I then asked for a refund which they will not give me until they have completed an investigation taking 5 weeks. 5 weeks have since passed and nothing. 

I will call my bank and ask about a chargeback as that seems to be the only suggestion.

thanks. 

I understand your frustration, especially as it was a gift for your Mum.

But it's important to be clear about events so you can get advice.

If the courier have confirmed to them that the item is lost, it's reasonable to expect that they will refund the buyer. Why do they need to do further investigation?

Have you read the link I gave you up-thread?

It gives a template letter if your bank asks you to put your request for a chargeback in writing.

Manxman_in_exile

So Net-a-Porter are saying they definitely despatched it to you (once, perhaps twice) but you never received it?

I'd try contacting them just once more and suggest they've had more than enough time to sort this out - and ask what is delaying the refund.  If you get no satisfaction that way, try chargeback as above.