Where do I stand on getting a refund?

DilleyPad

Hello, 
I purchased two items online from sports direct. One item came and the other was missing from the bag. Sports direct have said it most definitely picked and packed correctly. I don’t dispute this. However my item has gone missing in the post somewhere. They use evri ( Hermes) as their courier and there is plenty of post on the local facebook group of things going missing from parcels when delivered by the wonderful evri. Anyway the bottom line is, I didn’t receive an item that I paid for and sports direct are refusing to refund or replace. 

Where do I stand with this? I’ve been Googling no end but I can’t seem to find any information about customer rights if only part of the order is missing. 

I’d love anyone’s take on this, on how I can proceed. Thank you very much. 

the_lunatic_is_in_my_head

How much did you pay for the missing item OP?

DilleyPad

It was £13.99 so not particularly high value but I’d like to get my money back all the same. 

tightauldgit

DilleyPad said:

Hello, 
I purchased two items online from sports direct. One item came and the other was missing from the bag. Sports direct have said it most definitely picked and packed correctly. I don’t dispute this. However my item has gone missing in the post somewhere. They use evri ( Hermes) as their courier and there is plenty of post on the local facebook group of things going missing from parcels when delivered by the wonderful evri. Anyway the bottom line is, I didn’t receive an item that I paid for and sports direct are refusing to refund or replace. 

Where do I stand with this? I’ve been Googling no end but I can’t seem to find any information about customer rights if only part of the order is missing. 

I’d love anyone’s take on this, on how I can proceed. Thank you very much. 

The law on this is fairly clear. Until it's in your hands it's the responsibility of the supplier. So your right is to receive a refund or replacement for the item you didn't receive. 

the_lunatic_is_in_my_head

Thanks OP, due to the amount there isn't a legal avenue to take here and Sports Direct aren't generally known for offering great customer service.

Risk lies with them until the goods reach you, you could complain on their social media pages or check the CEO email site to see if there's an email address for a higher level of customer service, really it's a case of politely bug them and hope they refund  

DilleyPad

Thank you. 

I will continue to bug them. I had also paid on PayPal so I have opened a case with them. Currently waiting for sports direct to respond to that case. 

DilleyPad

Just to update. They kept sending me the same copy and pasted response about the cctv showing the items both being packed. I told them that's irrelevant and kept asking that they refund me. I've been very polite with them. Anyway they have now said that they will pass my complaint on to a supervisor. So I'm now awaiting that response. Will update again with the outcome.

DilleyPad

Further update. Sports direct have now refunded the £13.99. 😄

Manxman_in_exile

Well done 

Perseverance pays off

DullGreyGuy

tightauldgit said:

DilleyPad said:

Hello, 
I purchased two items online from sports direct. One item came and the other was missing from the bag. Sports direct have said it most definitely picked and packed correctly. I don’t dispute this. However my item has gone missing in the post somewhere. They use evri ( Hermes) as their courier and there is plenty of post on the local facebook group of things going missing from parcels when delivered by the wonderful evri. Anyway the bottom line is, I didn’t receive an item that I paid for and sports direct are refusing to refund or replace. 

Where do I stand with this? I’ve been Googling no end but I can’t seem to find any information about customer rights if only part of the order is missing. 

I’d love anyone’s take on this, on how I can proceed. Thank you very much. 

The law on this is fairly clear. Until it's in your hands it's the responsibility of the supplier. So your right is to receive a refund or replacement for the item you didn't receive. 

An overly simplistic statement...

Civil law is judged on the balance of probability... the sender can show that the item was in the box when it was sent and so it would come down to the judge to decide if its more likely that the courier managed to remove the item and flawlessly reseal the box or if the OP did receive it and isnt telling the truth.

The reality is a £13 claim is never ending up in court and the OP clearly has since received a refund