Undelivered goods bought online

edited 27 December 2022 at 12:10PM in Consumer rights
16 replies 561 views
Kingmonkey77Kingmonkey77 Forumite
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edited 27 December 2022 at 12:10PM in Consumer rights
Hi all. I was wondering if anyone can give me some advice. 

On 11 November 2022, I ordered some aftershave from a company called Look Incredible for my father for his birthday and paid using clearpay. it cost £45

I called them to chase it and they told me that it had been delivered on 16th November but it hadn't been delivered to my house. I checked the Royal Mail tracking information and the co-ordinates they gave on their website for the address they delivered it to was house number 20 in the street around the corner so I went and asked the lady who lives there and she said nothing had been delivered.

I then called Look Incredible and they said Royal Mail have told them that it was delivered somewhere between houses 1-3 in my street. I live at number 3 and it wasn't there so I called in to numbers 1 and 2 and they didn't;t have it either. I asked Look Incredible to share the information Royal Mail had given them with me but they haven't and suggested I knock on the other doors in the street to try and find it, which I did and it doesn't seem to be anywhere.

Now Look Incredible are replying to every email I send to them about it with a response that either says "Royal Mail have confirmed it's been delivered so there is nothing we can do" or "we are trying to contact Royal Mail about this but they are constantly on strike and not replying to us". They have also said they will need to raise a claim with Royal Mail which will take between 60-90 days.

I've told them that my contract is with them and not with Royal Mail and they need to refund me and then make the claim for themselves. I don't know if that's right or not to be fair. I think they are being deliberately difficult in the hope I'll go away but I was wondering if anyone  has any advice on what I should do or if anyone knows what they are telling me about having to raise the claim with Royal Mail is correct?

Thanks in advance


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