Retail Ombudsman

carlos1973

I have reached a deadlock with Morrison's / Nutmeg over an order that they have failed to deliver and the consequent abysmal customer service.
Their T&C's refer to the retail ombudsman but I can find no reference to them elsewhere online and the link takes me to a housing ombudsman!
Does anyone know if the Ombudsman exists and if not then who would I escalate the issue to?

eskbanker

It existed for a short time but doesn't anymore and became an ADR organisation rather than an ombudsman as such: https://www.retailadr.org.uk/

https://en.wikipedia.org/wiki/The_Retail_Ombudsman_(United_Kingdom)

carlos1973

Thanks, just followed the link but they do not handle Morrison's or Nutmeg.

eskbanker

If you paid for something by credit or debit card and didn't receive it then you could initiate a chargeback via your card provider?  That would get you your money back, but wouldn't cover any wider service complaint....

carlos1973

That's looking like my only option.

eskbanker

carlos1973 said:

That's looking like my only option.

It's probably the most pragmatic route to a refund, but if you want to pursue your complaint against Morrisons then you could point out to them that their Ts & Cs are invalid (by referring customers to a non-existent ombudsman) and asking them who their replacement ADR provider is.  Doing this via publicly-visible social media channels might spur them into action....

DullGreyGuy

Not all ombudsman are equal... anyone can set up a service and call it an ombudsman as long as you abide by certain standards. Retail Ombudsman was formed but subsequently forced to rename after it was found to fall short of the requirement. These types are optional and their power is simply their contract with their members.

These self determined Ombudsman are very different from the likes of the Financial Ombudsman that were created by an act of parliament and the act gives them powers and members are mandatory and they cannot avoid decisions simply by deciding to opt out etc.

carlos1973

eskbanker said:

carlos1973 said:

That's looking like my only option.

It's probably the most pragmatic route to a refund, but if you want to pursue your complaint against Morrisons then you could point out to them that their Ts & Cs are invalid (by referring customers to a non-existent ombudsman) and asking them who their replacement ADR provider is.  Doing this via publicly-visible social media channels might spur them into action....

Just noticed that they also mention an online dispute resolution that is no longer usable post brexit!

VohnnyJegas

eskbanker said:

If you paid for something by credit or debit card and didn't receive it then you could initiate a chargeback via your card provider?  That would get you your money back, but wouldn't cover any wider service complaint....

The OP has not indicated that they paid for an order that was not delivered, only that it was not delivered.

I had Tesco cancel my order a couple of months back at 6AM on the morning of the delivery (11AM).  They didn't charge me for it.

Ergates

VohnnyJegas said:

eskbanker said:

If you paid for something by credit or debit card and didn't receive it then you could initiate a chargeback via your card provider?  That would get you your money back, but wouldn't cover any wider service complaint....

The OP has not indicated that they paid for an order that was not delivered, only that it was not delivered.

I had Tesco cancel my order a couple of months back at 6AM on the morning of the delivery (11AM).  They didn't charge me for it.

Seems pretty unlikely the OP would be in "deadlock" with Morrisons about an order they never paid for - what would they be deadlocked about?

eskbanker

VohnnyJegas said:

eskbanker said:

If you paid for something by credit or debit card and didn't receive it then you could initiate a chargeback via your card provider?  That would get you your money back, but wouldn't cover any wider service complaint....

The OP has not indicated that they paid for an order that was not delivered, only that it was not delivered.

What do you suggest OP meant by the reply "That's looking like my only option"?