Prize not received

mousytrap

Wondering how best to get action on prize I was told I'd won which hasn't arrived. (value circa £350-500 maybe???)

I was advised by text that I was a lucky winner on a comp by a well known, large and legit company and on a well known text number. That was about last Oct/Nov (I have the exact date as the text is still on my phone). I emailed within 24 hrs to accept and give my details and heard nothing more. Assumed it had got delayed due to Brexit. Items expected are/were bulky.

Due to ill health I wasn't able to follow up and query for a while but in May I learned that another winner on the comp had got her delivery in December and there wasn't a delay at all. I started by emailing the address I'd originally had to send my details, no reply, got hold of a customer service person by phone, who wasn't from the right department but took down the details for forwarding to the right people to investigate, silence, tried an email address for winners of another of their comps, silence.

I'm just not managing to get anyone to confirm in writing that they are looking into it. Getting really peed now. Totally unfair to tell someone they've won then not send the prize out or seemingly care about it.

Wondering if a letter of complaint to the CEO, by registered post, is the next step or if I should be trying something else first. The more I'm getting the silent treatment the angrier I'm getting about it. Shocking behaviour by a well-known company, who I'd rather not upset, but I feel we're getting beyond funny after this number of weeks (4 or 5?) they've had to look into it already since I highlighted the issue, and not even a courtesy reply.

Would be interested in what other non-recipients have done in these circumstances.
Ta,
mousy

PS Not planning to specify the who here

mjm3346

Presumably they haven't said it's too late to query it now (which would have been an easy out for them as it would probably be too late for them now to go after the delivery company), you could try their social media pages, if they have them, and there is the ASA either as a threat or to actually complain (the company cannot be forced to honor the prize but some/many do)


https://www.asa.org.uk/make-a-complaint.html