Notino only offering replacement or store credit for order which didn't arrive over 1 month ago.

reecelewis54

Hello guys,

 

I am looking for advice regarding an issue I am currently having with Notino. 

 

I placed this order back on the 29th of November, the order was never delivered here, parcelforce delivered it to the incorrect address.

 

As soon as the order was marked as delivered I contacted Notino to express my concerns as it hadn't been delivered yet but was marked as delivered by parcel force. 

 

They started an investigation and parcel force sent a photo of delivery and also GPS of my building. 

 

GPS looks correct but I am in block flats with around 20 flats, I have checked with the neighbours on my floor but none have confirmed receiving it. The photo shows a door without a number on it which is not much help as all the doors are the same.

 

But for this Notino are claiming Parcelforce are not happy to accept the claim.

 

I have also cooperated with Parcelforce myself and completed the claim form provided.

 

Obviously I am not happy,  the order was for Christmas presents which I have had to replace myself.

 

I even paid extra for Notino's delivery insurance on the order which they are now basically saying stands for nothing.

 

I advised them to raise this with Parcelforce as they have clearly delivered it to the wrong flat. 

 

After some back and forth and asking for a manager Notino have now offered only a store credit / replacement.

 

My issue is the order has not been delivered here. It was for Christmas presents which I have already replaced. 

 

Bare in mind this is for an order over a month ago. I requested a refund. They got back to me stating :

 

"I am sorry to hear about this situation. However we have raised an investigation with Parcelforce who have done an in depth look into your case. They have found everything to be done correctly on the delivery on their part, hence the claim was officially rejected by them. On our part we can offer you a full voucher or a replacement parcel, a refund is not an option a confirmed by higher management.

The case has been closed, so please reply only if you accept a replacement or a voucher."

 

Can I get some advice on what steps to take from here? I no longer need the order and would like a refund rather than store credit.

Am I obliged to only accept a store credit or replacement? 

Please advise

 

JJ_Egan

Non UK company so credit may be easiest .
other wise Czech court.

MattMattMattUK

JJ_Egan said:

Non UK company so credit may be easiest .
other wise Czech court.

They appear to be a UK based company, trading under UK law to me. 

The Company Notino International Limited, ID: 10107471, Based in United Kingdom, 71 Queen Victoria Street, London, EC4V 4BE (hereinafter “Notino” or “we”), the administrator of the www.notino.co.uk e-shop

donnac2558

Notino have a UK warehouse but also one in the Czech Republic. It even mentions or used to that items could be sent from the latter if out of stock in the UK.

They did have stores in the US but closed down back in 2018 or 2019.  Chanel were taking them to court over selling their products.

reecelewis54

Thank you all for responding. 

I have no problem taking this the bank or court and raising it if needed but hoping it does not need to reach that point. I have already filled the claims form for parcel force which is a affidavit.

My issue is now Notino are offering a replacement or store credit only, they wont allow for a refund despite the order having been over a month hold and me having no use to have store credit as I have already had to replace the presents for Christmas as this order did not arrive.

Are they allowed to do this? Can they only force me to accept a replacement / store credit?  I am not sure if I am obliged to take it in these circumstaces?

Please advise.

born_again

Why are you claiming from Parcel Force? That is up to the retailer. As they are the one who contracted Parcel Force. Clearly they need to go back to Parcel Force as "They have found everything to be done correctly on the delivery on their part, hence the claim was officially rejected by them."
So unless you entered your address incorrectly they have not done everything correctly & retailer needs to remind them of that point.

Claiming from the bank will most likely fail as retailer has proof of delivery (All that is needed under card regulations for chargebacks)

reecelewis54

They sent me the form to claim denial, I am not familiar with these things so I thought it was the standard process.

The address is exactly as it should be. 

Funny thing is I had even paid extra for delivery insurance, a tick box which states 


"Insure your package                         0.99£

In the event of damage or loss, there is no need to wait for the situation to be resolved by the statutory deadline. Just report and document your lost or damaged package to us and we will send out new products immediately.

"

They have offered me a store credit or a replacement.

My issue is I no longer need the order, am I obliged to take a store credit over a refund?

I have already forked out for replacement presents because this did not arrive.

reecelewis54

bump

Are they allowed to do this? Can they only force me to accept a replacement / store credit?  I am not sure if I am obliged to take it in these circumstances?

If there are any specific laws please point me in the right place

theonlywayisup

How did you pay and how much was the item.  It may be easier to go back to your card provider. 

reecelewis54

theonlywayisup said:

How did you pay and how much was the item.  It may be easier to go back to your card provider. 

£454.96 so a pretty penny. It was paid for via debit card. I know I have the option to go through card provider which I will if needed but I have had enough already and that will be another few months of stress. 

They are offering a replacement/store credit. 

The order was for Christmas presents which I no longer need as I have already replaced. Citizens advice said I am entitled for a refund and do not need to accept a credit which is backed up online but I am not sure how true this is?

 

theonlywayisup

reecelewis54 said:

theonlywayisup said:

How did you pay and how much was the item.  It may be easier to go back to your card provider. 

£454.96 so a pretty penny. It was paid for via debit card. I know I have the option to go through card provider which I will if needed but I have had enough already and that will be another few months of stress. 

They are offering a replacement/store credit. 

The order was for Christmas presents which I no longer need as I have already replaced. Citizens advice said I am entitled for a refund and do not need to accept a credit which is backed up online but I am not sure how true this is?

 

You can ask the entire population of the UK and beyond but it is moot as the situation is the same;  the vendor won't refund.

If you want to dilly dally around you will forfeit your opportunity with the debit card provider.