Item ordered not received

david7alan

Hello I am new here.

I ordered 2 items online on 13 December 2022 as a Christmas gift, but I have still not received it.

I sent an email to the company on 6 January 2023, but they did not reply.

I sent them another message on their online form about a week ago, but they have still not replied.

Please can someone advise me what my rights are.

I paid by credit card.

It is too late now for the gift, and I would like to have a refund.

I was going to contact my credit card company to ask for their help, but I wasnt sure about my rights.

I hope somebody can help me.

Thanks

David7alan

HillStreetBlues

Was any time-frame agreed?
If not, as it's been over 30 days,  you can't get into contact with the  company,  get you CC company to raise a Chargeback with reason of non-supply of goods.

revolver

This is very similar to my situation.  I ordered an electronic drumkit on the 10th December from a German company called DV247 who trade in this country under the name Music Store Professional.  I could have bought it from Amazon for the same price with next day delivery but as it was a musical item, I wanted to buy it from a recognised music store and I've bought from them before with no problems. 

I received an email from UPS saying it would be delivered on the 19th and then another saying it would be the 16th.  It never arrived so on the 21st I got in touch with the retailer who opened an investigation with UPS.  To date, this so-called investigation is unresolved.  At various times I contacted the retailer quoting the Consumer Rights Act 2015 and telling them that I was entitled to a refund but their line was that they couldn't refund me until UPS had completed their investigation.  Obviously this is nonsense!

I had paid through Paypal so I opened a case with them.  They gave the retailer two weeks to respond and having heard nothing, they refunded my payment.  Sorry for my long-winded reply, but as HillStreetBlues has said, claim it back through your credit card company.  I'm sure they will be as efficient as Paypal in dealing with your claim.  Best of luck.