refund

[emailer]

I ordered goods from a reputable website, which stated 2-3 days delivery.  I tried to contact their customer support and they never answered their phone.  Their email support was totally unhelpful, and after 16 days I emailed and asked for a refund.  The goods arrived on Saturday (2 days ago) and they emailed today to say that my refund was on its way.

What should I do now? I am reluctant to help them out by telling them I have my stuff because they have been deliberately unhelpful to me.  I was thinking of ignoring it for a while (as they did to me) to see what would happen.

If I email them they will ignore me so I could use the excuse that I tried to phone them and as usual got no answer.

[becks]

Keep it and if you get the refund - bonus! it's their tough titties for not delivering when they said they would! although if they ask for their stuff back you pribably will have to give it back - if they don't lucky you!

[LeMarchand]

If you didn't sign for the parcel, I would keep it. Far too many firms are ignoring customer contact, and taking customer's money without making sure they get the goods. Any decent courier will have a tracking system that should be able to locate where your parcel was.

I'm pretty peeved with one firm who until recently have been reliable, but who charged my card on1/10 and only (allegedly) sent the goods 17/10. They ignored my emails of 3/11 and 5/11 and I was told on the phone on 10/11 that they were having courier problems, and deliveries were taking 28 days (nothing about this on their website). A parcel arrived from them today: an order placed/charged 28/10 and supposedly despatched 31/10. though the invoice was dated 8/11. They claimed on the phone that the first parcel was on it's way, but that "their system was down" and they had no way to track parcels. Eventually they (reluctantly) agreed to send out a claims form - I can expect it in 7 to 10 days!

 

Grrr. Rant over.

[Greedyfly]

I totally agree - If there was no signage then take it as compensation.  Can I ask which website?

[emailer]

it was part of the arcadia group, www.zoom.co.uk.

 

and i never signed for the parcel

[stevie21]

Either send the money or the parcel back - doing anything else is akin to theft/fraud.

[emailer]

How do that stevie?  i have no address to send the parcel or the money back to and no way of contacting them

[trilobite]

Keep the refund - as you have cancelled your order, you are entitled to it.

As for the goods, keep them for the moment - intact and unused. (you've opened and used them, haven't you?) They may ask for them back if they realise their mistake. However, you shouldn't have to send them back at your own expense. As you cancelled the order, they are now 'unsolicited goods', and you can kindly inform the company that they are 'available for collection'. They probably won't bother to arrange collection, and the legal position is that if they remain uncollected after (I think) three months, you get to keep the goods.

I once 'obtained' a fridge-freezer this way after they intially delivered the wrong model and failed to collect it - even after delivering the correct one. I didn't even want the wrongly-delivered one, but gave up trying to get them to collect the damn thing!