Debenhams Christmas Delivery

craftingAli

Hi

I was wondering if someone could guide me in the right direction please?

I purchased some Christmas presents from Debenhams.com on 26th November and paid on my visa debit card.

I paid for next day delivery as I needed to get the presents wrapped and then sent to their recipients and so thought this was the best option in order to get them there on time.

Debenhams dispatched the order on 29th November and it has yet to arrive. I have contacted Debenhams via Instagram on December 1st and received a refund from them for the delivery cost and a promise to further investigate the matter should the parcel remain in the EVRI delivery depot (I was told at this point there had been a processing error at the couriers depot)

Since then I have had conversations with 4 other customer services reps and each have told me something different but the general consensus being wait, it may still turn up. One did send a query to Evri which resulted in me getting the following reply from them “There's a delay with the delivery of your Debenhams MP parcel. We'll let you know when your parcel will be out for delivery” (that was 8th December and I’ve since received other parcels form different companies via Evri)

The last representative told me yesterday that I had to wait until the 20th December before they would do anything (7 days later than what was quoted by her colleague)

I want a refund and have asked for one but they keep extending the deadline before they’ll act. Does anyone have any advice on the best way to move forward please?

Thanks in advance

Alison

the_lunatic_is_in_my_head

Hello OP

This comes under delivery of goods, as the original agreed upon time has failed you may specify another time for delivery and if they miss this also you may treat the contract at an end and they should refund you without undue delay.

The odds are they'll either refund or you'll be able to do a chargeback for non-delivery with your card provider before you need to go down the route of enforcing consumer rights.

@born_again is the expect but I think it's 30 days from the payment date to start a chargeback for non-delivery with Visa.  

born_again

15 days with Visa, 30 with Mastercard from payment date.

So if OP used Visa, then could start now. But the danger is if they turn up the chargeback can be rejected by retailer as delivered.
But as @the_lunatic_is_in_my_head will advise you still have your consumer rights to return for a refund.