Retail Ombudsman

Manxman_in_exile

Bearing in mind the standard of some of the threads on these boards, I'm not sure I would necessarily assume that the OP has paid for the failed delivery.  They seem to be complaining that it wasn't delivered, not that it wasn't delivered and they had paid for it.

Some people seem to think they can complain about failed deliveries, purchases and orders etc even if they haven't paid for them...

(I suspect that they have paid for it, but the amount of relevant info that posters frequently omit together with the amount of irrelevant info they frequently include leads me to question everything.  If a poster hasn't explicitly said something I think it best not to assume it...)

carlos1973

Thanks for the input and to clarify:
Order placed and paid for on 10th. When placing the order the website said the order will arrive in chosen store in 5 to 7 working days.
Email confirmation of the order on 10th.  This email said you will be notified of your collection day in 5 to 7 days.
Payment cleared bank account on the 12th.
Dispatch email sent on 16th.  This email said I would be sent a collection email but with no timeframe included.
Visited store on the 19th as no further emails or messages sent, online account still showed as in transit.  Staff in store told me they received deliveries on Tuesday and Fridays and that they had 3 pallets waiting to be checked in the warehouse.  They went on to say that I could wait for the email or contact customer services.
19th Emailed customer services asking where delivery was as needed for a holiday on Monday.
21st called customer services as no collection email and no response to enquiry.  Even though it was now 12 days after the order had been placed they refused to put me through or arrange a call back from Nutmeg as I had to wait 7 days for the email sent on the 19th to be answered.
22nd visited store to buy replacement items as needed that day for daughters holiday.  After they had left I had to return some items and I had reordered others online that day too.  Store refunded the items from there but could not do nothing about the lost order as it had to be Nutmeg customer services.  Staff agreed to look into the matter and call me the next day.
23rd call from staff saying they could nothing but would pass the case to the store manager to call me back.  This never happened.
24th email from customer services apologising for delay and telling me that the refund will take a further 7 to 10 working days.  I responded saying this not acceptable and did after paying twice and waiting twice as long for the items a GWG should be included.
25th email from Customer services claiming that delivery was not late as the T&C's state 5 to 7 working days after the shipping email.  They also claimed I had not been inconvenienced or had poor service
25th refund from store on the 22nd cleared my bank after 3 days.

sheramber

What are you trying to achieve?

You have your refund.

A GWG os just that and is voluntary. Morrison's don't agree to any failing.

Vote with your feet and spend your money elsewhere

Diamandis

You're getting your refund, there's no right to anything else here.

carlos1973

Exactly no right to anything else and feet are going elsewhere.

Thanks for comments guys.