Non receipt of goods, shocking customer service

scoobiemandan

I’m kinda at a standstill.  

I ordered an electric toothbrush and extra heads from Oral-B on 1/10/21 for next day delivery.  I got an email the next day saying that there was a delay with some of my items but they would dispatch ASAP and email me.

Delivery turns up and it’s the extra heads so no toothbrush.  I left it the weekend and contacted them 4/10/21.

Long story short, their system shows the order having been dispatched and delivered, even though I have the email from them saying that ‘an’ item had been delayed.

Ive been messaging backwards and forwards with them since the 4th and have been asked to fill in a non receipt of goods disclaimer.  After refusing a few times because the item had never actually been dispatched, I gave in a filled it in.

I’m STILL waiting on any movement as they’re waiting for Amazon to get back to them (it’s delivered from their Amazon shop by all accounts).

I have asked for another to be sent ASAP as they’ve failed to deliver within the timescale specified or a reasonable time, thereafter.  They refuse to do so as they’re waiting for their investigation to be complete.

The real kicker is that I emailed the CEO address on 9/10/21 and haven’t even had a response from them.

Its not a cheap toothbrush and I’ve been left using a broken/not working electric toothbrush (the reason I ordered a new one for next day delivery) all this time.

I’m fuming but not sure what to do next as it appears I cannot contact anyone higher than their customer services who can’t seem to action anything to get this issue resolved.

pinkshoes

How did you pay for it?

mobileron

Have u talked with Amazon on there chat line?

scoobiemandan

Received a message this morning saying they’ve had a response and will email me when replacement has been dispatched. I’ll believe it when I see it mind!

pinkshoes said:

How did you pay for it?

PayPal thankfully but, I really wanted to miss going down that route as it would mean transferring all correspondence across to the dispute pages which would have been arduous.

mobileron said:

Have u talked with Amazon on there chat line?

I had considered that but technically, it’s not Amazon who are the sellers as I bought it through the Oral-B website.  Funny set up if you ask me as when ordering there is no indication that Amazon have anything to do with it.  I now know that their shopping website is literally a storefront for their Amazon shopping site.

I still remained shocked at the customer service mind, especially as an email to the top didn’t even have any form of courtesy reply.

ItsComingRome

scoobiemandan said:

Received a message this morning saying they’ve had a response and will email me when replacement has been dispatched. I’ll believe it when I see it mind!

pinkshoes said:

How did you pay for it?

PayPal thankfully but, I really wanted to miss going down that route as it would mean transferring all correspondence across to the dispute pages which would have been arduous.

mobileron said:

Have u talked with Amazon on there chat line?

I had considered that but technically, it’s not Amazon who are the sellers as I bought it through the Oral-B website.  Funny set up if you ask me as when ordering there is no indication that Amazon have anything to do with it.  I now know that their shopping website is literally a storefront for their Amazon shopping site.

I still remained shocked at the customer service mind, especially as an email to the top didn’t even have any form of courtesy reply.

It's not that it's a storefront for an Amazon store, it's that they keep their stock with Amazon. It probably works out cheaper for them to hold it with Amazon (and take advantage of Amazon's cheaper shipping) than do it themselves.  It's not unusual to do this,  I've had eBay purchases delivered from an Amazon warehouse for example.

theonlywayisup

scoobiemandan said:

PayPal thankfully but, I really wanted to miss going down that route as it would mean transferring all correspondence across to the dispute pages which would have been arduous.

It isn't arduous.  

You open a case for significantly not as described (SNAD) having signed up to Paypal's returns on us (ROU).  

SNAD - you ordered a toothbrush with heads and got heads.  Therefore it isn't as ordered. 

Paypal will ask you to return the item you have via an online trackable means.  They will reimburse you up to £15 for this via their ROU. You will get a full refund when the parcel is delivered back. 

scoobiemandan

theonlywayisup said:

scoobiemandan said:

PayPal thankfully but, I really wanted to miss going down that route as it would mean transferring all correspondence across to the dispute pages which would have been arduous.

It isn't arduous.  

You open a case for significantly not as described (SNAD) having signed up to Paypal's returns on us (ROU).  

SNAD - you ordered a toothbrush with heads and got heads.  Therefore it isn't as ordered. 

Paypal will ask you to return the item you have via an online trackable means.  They will reimburse you up to £15 for this via their ROU. You will get a full refund when the parcel is delivered back. 

But their dispute system asks for confirmation of communication attempted to resolve the issue.

I mean, it’s a moot point now but appreciate the insight 👍🏻