Nightmare with JD sports and refund, please help

nemo1981

Made a JD sports order on 21st Dec through. Clearpay for £350 or thereabouts. Essentially my kids entire Xmas present- at seventeen he only wants clothes and trainers.

Order was dispatched in two separate parcels. One containing just a hoodie and the other with everything else including a £170 pair of trainers. Both were to be delivered (by Hermes, I loathe them) on the 23rd between 10 and 12. They were not. Eventually get email stating there is a delay but "Don't worry, we'll contact you tomorrow with an update". Xmas eve is spent frantically trying to contact Hermes, which proves impossible. There's no delivery, no promised email, and no response to my attempts to contact them. Far as I can ascertain from tracking info, parcels were taken out in van, then returned to depot.

Xmas day, my kid has no presents. Tracking info doesn't change, no reply from Hermes. Attempts to contact JD's are met with responses that I'll paraphrase as 'we dunno what's going on, just wait because it might turn up at some point'. On the 27th I get notification that my parcel is to be delivered, joy of joys! One parcel is delivered, the hoodie. No change on tracking info for t'other one.

More frantic messaging. Still today havent received any update from Hermes. On the 29th the tracking status finally changed from sitting in depot to delivered, at 23.59, apparently. I had no email saying it would be delivered, or that it was out for delivery. The tracking info never said this either. Presumably it delivered itself since at no time did it say it was loaded into a van.

JD still fobbing me off. Eventually they concede that enough time has passed to consider it lost in transit (I want to say this was on or around 1st January) and that they have issued a refund which will take 3-5 working days.

I wait, and allow a few extra days because of the time of year. Eventually I contact JD again to ask when I can expect to receive it. Transpires a refund was not in fact issued and suddenly I'm told I have to complete a form and open an investigation to determine whether they will issue a refund at all, or whether I'm a lying fraudster. Which is deeply offensive. This usually takes 10 days but might be longer because it's a high value order. Meanwhile, I'm having to pay Clearpay £88 a fortnight for goods I haven't received. My income has essentially halved in the last few months and I'm in massive debt

Judging by the vaguely accusatory  tone of the last emails I received, I am not at all confident that I'll get this money back. I don't understand- don't Hermes need to prove something was delivered? I mean, they can't just pick an address completely at random, yeet the parcel at it, and call it a day. They absolutely categorically will not have proof of delivery, because it wasn't delivered.

If they decide not to issue a refund, is there anything I can do? Either do myself, or is there an organisation/group/whatever that could help me in terms of making an official objection or complaint? Honestly, this might seem OTT but I am sick with worry about this. Is currently day 13 of the investigation and I still don't know what's going on. I'm always polite to customer services but the responses are often very passive aggressive and don't actually answer what I'm asking.

Would be really grateful for any help, thanks

comeandgo

There is unbelievable problems with Hermes originating from Christmas.  I too had late deliveries but not from JD Sports.  Hermes should have a photo of where they left the parcel, ask JD to forward this to you.  Hopefully there won’t be a photo and this gives you a greater chance to get refund.

The_Unready

Not directly related to your post, but I was expecting a parcel from Amazon to be delivered by Hermes that didn't turn up. However, the Hermes tracking stated that the parcel was delivered at 23:59 on such and such a date.

This was obviously rubbish, and when I contacted Amazon to ask where the parcel was they refunded me straight away. So, I'm wondering if 23:59 on Hermes tracking is actually code for 'we haven't delivered it, and we aren't going to deliver it either'? 😄

TELLIT01

Assuming payment was made by credit or debit card provider, contact them about either chargeback for debit card, or section 75 for credit card on the basis of non-delivery and lack of assistance from vendor.  Hermes delivery issues are not your problem.  Your contract is with the vendor.

born_again

How do clearpay take the payments?

Got to love Clearpay take on these problems.

At Clearpay we love helping you plan, book, buy and pay for goods and services you need, without losing control of your money.

But the delivery and quality of the goods and services you buy is always the responsibility of the retailers and the service providers you buy from. That means you need to get in touch with the retailer if a delivery is taking longer than expected or it arrives with something missing or damaged. It also means that once an order is approved, only the retailer can change that order.

You can normally find a store’s contact details on its website or on the order summary we sent you when you made your purchase. And you should generally allow 48 hours for the store to respond. In the meantime our system will continue to collect your instalments as per our agreement. If you have any questions, please contact us here

So in other words not our problem. Despite being a credit provider.

Here's hoping this get pushed through quick.

https://www.thisismoney.co.uk/money/cardsloans/article-9214357/Buy-pay-later-regulations-mean-consumers.html

jon81uk

I don't want to sound harsh, but if the £88 payments are not affordable you should have not bought £170 trainers in the first place. The fact the parcel went missing doesn't alter that you say you are in massive debt. If your income has halved then I don't think spending £350 was possibly the best thing in the first place.

In terms of the original issue, there are a lot of deliveries and a lot of bank holidays so delays around Christmas are not surprising so three weeks to investigate seems reasonable, but they really need to get back to you with the results.

You could contact Clearpay and get them involved as they areliable under section 75.