Sports direct no delivery & refusing refund

newgem

Hi a month ago I ordered from sports direct next day delivery, it wasn’t delivered, the Evri prof of postage photo is not my door. It’s not my neighbours doors either. Sports direct and Evri say they need to investigate’ and refusing a refund until they’ve finished their investigations. They refuse to give a timeline. My bank ‘Monzo’ say they have raised dispute but have to give sports direct 12weeks to respond. 

Is there anything else I can do? 

Arunmor

Had this  happen to me before, just had to wait their 28 days, I never bought from them again and they went under a few years later.  

born_again

newgem said:

Hi a month ago I ordered from sports direct next day delivery, it wasn’t delivered, the Evri prof of postage photo is not my door. It’s not my neighbours doors either. Sports direct and Evri say they need to investigate’ and refusing a refund until they’ve finished their investigations. They refuse to give a timeline. My bank ‘Monzo’ say they have raised dispute but have to give sports direct 12weeks to respond. 

Is there anything else I can do? 

I'm guessing the 12 weeks is internal, to give them plenty of time to pick up any rejection. As it is 45 days via card regulations for retailer reject.

But if retailer has proof of delivery (does not need to be your address) then that is enough for a rejection. If they do not reject & you keep the refund. They can then chase you via legal means. But then the judge should look at the evidence of just where it was delivered.

newgem

Thank you born_again do you have a link to the 45day regulation? Something I can quote to Monzo.

I didn't realise it would be hard, if I don't get a refund there or they take 'me' to court you will see an article about in the daily Mail. I can't believe it would be legal not to refund.

Would I be better protected if I had used a credit card, Thinking for getting a credit card just for online orders in case this happens again

powerful_Rogue

newgem said:

Thank you born_again do you have a link to the 45day regulation? Something I can quote to Monzo.

I didn't realise it would be hard, if I don't get a refund there or they take 'me' to court you will see an article about in the daily Mail. I can't believe it would be legal not to refund.

Would I be better protected if I had used a credit card, Thinking for getting a credit card just for online orders in case this happens again

Lots of articles online if you search visa/mastercard 45 days chargeback

https://www.money.co.uk/guides/chargeback-claims-how-to-get-your-money-back

I can't imagine the Daily Mail or any newspaper will be remotely interested in it to be honest.

S75 protection on a credit card only applies if you spend over £100 on one item - https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/

the_lunatic_is_in_my_head

OP it's covered under passing of risk:

https://www.legislation.gov.uk/ukpga/2015/15/section/29

and delivery of goods

https://www.legislation.gov.uk/ukpga/2015/15/section/28

Problem is Sports Direct are renowned for their naff levels of customer service. 

Could try the CEO email website to see if there is a contact for Sports Direct there. 

born_again

newgem said:

Thank you born_again do you have a link to the 45day regulation? Something I can quote to Monzo.

I didn't realise it would be hard, if I don't get a refund there or they take 'me' to court you will see an article about in the daily Mail. I can't believe it would be legal not to refund.

Would I be better protected if I had used a credit card, Thinking for getting a credit card just for online orders in case this happens again

Someone has already linked.👍
But as I said, that could be their internal timescale. Which would give them time to pick up rejection & process as required.
It is a bit on the long side, & we only hit that in covid due to the sheer number of chargebacks.

Olinda99

How much was the value of the order in other words is it worth having a bit of fun and claiming the money back via the small claims procedure?

newgem

It’s just under £300 I ordered 3 pairs of a trainers (for a holiday I’ve since returned from!) I planned to keep one pair, return the others and have a refund by now so it’s a lot of money lost my account  

sheramber

https://monzo.com/help/payments-troubleshooting/dispute-process-explainer/

2. We’ll raise a chargeback if everything looks good

We'll contact the merchant through Mastercard by raising a chargeback, and we'll send them all the information and evidence you've given us about your dispute.

The chargeback process can take up to 12 weeks. This includes time for your claim to be accepted by Mastercard, and 45 days for the merchant to review your claim and give evidence to dispute it (if they want to).

The 12 week process is set by Mastercard. Unfortunately there's nothing we can do to speed it up.