Dusk.com - Partial delivery, received someone else’s order.

CheckingThingsOver

Hi all,

Just looking for some advice on this one.
Mid-May I ordered a full towel set from Dusk.com. Two weeks later I received part of the order with the promise that the remaining items would be delivered at a later date. The following week, I received another delivery with my name and address on the packaging however completely different items inside and someone else’s name and address on the included invoice!

I contacted Dusk straight away, was asked to return the unwanted items and promised that my remaining order would be delivered within the next few days. I promptly repackaged the items, after taking lots of photos for evidence, then dropped off at a local evri collection point.

Having just chased Dusk for my missing items now, they’ve told me that as evri delivered ‘my order’ I need to dispute this with evri instead and Dusk now consider my order fulfilled.

The purchase was on a Visa debit card. I’ve asked for a formal complaint to be raised with Dusk and had no further response. Is my next option contacting my bank, do I have rights to a chargeback when using a Visa debit card?

Thanks all,

Ergates

CheckingThingsOver said:

Having just chased Dusk for my missing items now, they’ve told me that as evri delivered ‘my order’ I need to dispute this with evri instead and Dusk now consider my order fulfilled.

This is utter nonsense.   

I would get back in touch with Dusk and remind them that your contract is with Dusk, *not* with Evri.  You do not and never did have any contract with Evri so they will not deal with you.  It is Dusk who have not delivered your items, they need to either fulfil your order correctly or refund you.  Any disputes with Evri are entirely Dusk's problem and Dusk's responsibility.

The problem is that the people you spoke to are either stupid or liars - hopefully you can get in touch with someone who is willing and able to do their job properly.

If that doesn't work, you can do a partial chargeback for the parts of the order that are missing - contact your card provider on what they'll want from you to initiate this.   However, chargeback isn't a legal right, it's a service banks/card providers offer.  So, whilst it can be done, if the company dispute the claim they can try to get the money back and you'll have to fight them.  This is why it's preferable (if possible) to get the company to fulfil their obligations first.

CheckingThingsOver

Thanks for the help. Called up Dusk and after a long 2hr wait finally managed to speak to a manager who accepted a formal complaint. Have my order coming next week and a full refund for the trouble.