Refusal to refund delivery charge

Bunnymahoney

I ordered a coat from a well known online  retailer. I needed it quickly, so I paid extra (£7.99) for next day delivery. This was on the Thursday. I stayed in all day Friday, but it didn’t arrive. Saturday I needed to go out...they attempted delivery,  but I wasn’t there, so they took it away and didn’t redeliver until the Tuesday. 

I contacted them to get a refund on the delivery charge. They have offered me a voucher “as a goodwill gesture”. I don’t want a voucher - the way I see it is that I paid for a service and I didn’t get it, so I should be entitled to a refund. I asked them to escalate to a manager, and they said they would email me. Heard nothing yet. Tweeted their CS team, who have said to DM them....but interested to know where I stand legally before I do that. I know it is only a small amount, but the principle has got me a little wound up. 

I’d appreciate any advice! TIA

Sandtree

Which retailer?

Did you order before the cut off time? Are you sure its advertised as next day from order rather than next day from dispatch?

IvanOpinion

I would say that you did not receive the service that you paid for so you should get back the difference between the service you paid for and whatever service you received.  That should be refunded in the same manner as you paid for it.

Bunnymahoney

It was Sports Direct. The cut off was 19:00 and I ordered at 16:30. They confirmed there was a delay, but have only offered a voucher for next day delivery.  It was definitely next day delivery - they have confirmed the delay and not questioned my issue...just refused to give a refund!

sheramber

Standard delivery is £4.99
Next day delivery is £7.99
So you are due refund of difference - £3.00
So offering a voucher for free  delivery  worth £7.99 is a goodwill gesture.

Bunnymahoney

sheramber said:

Standard delivery is £4.99
Next day delivery is £7.99
So you are due refund of difference - £3.00
So offering a voucher for free  delivery  worth £7.99 is a goodwill gesture.

But I don’t want a voucher for something I’m not going to use. I would rather have the refund. Just wondering if I’m legally entitled to request that 🤷‍♀️

Bunnymahoney

And yes...I would accept the refund for the difference - even though I wouldn’t have bought it if I had known delivery would have taken so long...my son needed it for the weekend. Nevertheless I kept it, so I want some money back For the service I bought and didn’t get..

IvanOpinion

Bunnymahoney said:

sheramber said:

Standard delivery is £4.99
Next day delivery is £7.99
So you are due refund of difference - £3.00
So offering a voucher for free  delivery  worth £7.99 is a goodwill gesture.

But I don’t want a voucher for something I’m not going to use. I would rather have the refund. Just wondering if I’m legally entitled to request that 🤷‍♀️

I would say yes you are fully entitled to ask them to refund the difference.  However you then have to ask at how much you value your own time to spend it chasing after £3.

Bunnymahoney

It would be pretty petty of them not to refund the full amount,  but it has more become a point of principle now, I can’t bear these big companies thinking they can just say no and rip off their customers! Thanks for your advice 🙏 

theonlywayisup

Bunnymahoney said:

It would be pretty petty of them not to refund the full amount,  but it has more become a point of principle now, I can’t bear these big companies thinking they can just say no and rip off their customers! Thanks for your advice 🙏 

It would be petty but this is Sports Direct AKA Mike Ashley. He generally believes that he is above any form of legislation.

unholyangel

theonlywayisup said:

Bunnymahoney said:

It would be pretty petty of them not to refund the full amount,  but it has more become a point of principle now, I can’t bear these big companies thinking they can just say no and rip off their customers! Thanks for your advice 🙏 

It would be petty but this is Sports Direct AKA Mike Ashley. He generally believes that he is above any form of legislation.

Well, he is an essential retailer after all