Paid for goods - no delivery

[ladedah]

I placed an fairly big order (£170) with a website a few weeks ago - they said they shipped within one working day. I received emails to say items had been shipped but I've to date recieved nothing in nearly 3 weeks. Their phone number goes straight to answerphone saying the office is closed but lists office hours as 9am to 6pm and they're not replying to any emails.

What's my play here? Do I have an comeback via my bank or do I need to do some digging about the company? Never ordered from them before but did read a few (positive) reviews before using them.

Thanks!

Edit: damn, apologies for awful typo in title

Edited by ladedah on Monday 22 March 11:00

Edited for N+S.

Edited by Justayellowbadge on Monday 22 March 11:15

[louiebaby]

How did you pay? Credit Card hopefully...

[ladedah]

alas not, visa debit

[MitchT]

It's a little known fact that you can issue chargebacks with Visa Debit, if that's the route you eventually have to go down. Of course, a CC purchase would have insurance which a Visa Debit purchase won't.

[iggletiggle]

i think if you speak to your bank you still receive some coverage from VISA (i am sure someone will confirm soon..)

Other than that not sure what else you can do.. sorry mate.

[mrmr96]

iggletiggle said:

i think if you speak to your bank you still receive some coverage from VISA (i am sure someone will confirm soon..)

Other than that not sure what else you can do.. sorry mate.

How about taking them to the small claims court?

[ladedah]

I have the directors name and address (companies house). I've sent a few more emails to other brances of the company I found on Google.

It would have to be a very small claims court!

[parapaul]

iggletiggle said:

i think if you speak to your bank you still receive some coverage from VISA (i am sure someone will confirm soon..)

Other than that not sure what else you can do.. sorry mate.

Correct. I think.

I'm with LloydsTSB and had a similar situation last year. They passed it to their fraud department, I had my money back within a week.

Give them a call

[bigandclever]

Phone up your card provider, tell them you want to do a chargeback. They might huff and puff a bit, but if they're in the Visa scheme (and they are) they have to do it - it's not law (like the Consumer Credit Act is for credit card purchase protection) but it is part of the deal for using Visa processing. You have up to 120 days from the date of the expected delivery to make a claim.

Easy peasy.

[BeansOnToast]

http://www.consumerdirect.gov.uk/after_you_buy/mak...

Try sending a recorded letter to the company using one of the templates from the link above.

[ladedah]

Thanks for the good advice all. I sent an email to the director of the registered company who's email address I found on Google!

Insta-reply from him, then a reply from customer services who never responded to previous emails saying the order would be 'resent' today and gave me a tracking number. So that would be 'resent' in the context of 'sent for the first time'!

[Chrisgr31]

If you don't receive them in the next couple of days just write to your bank, explaining the situation and asking for the chargeback. Last year the Halifax callcentre told me they couldn't do chargebacks.

I wrote to them they immediately refunded me the mopney, and sent me a letter saying they had refunded it and were investigating and if it was proved I had had my goods they'd take the money again. But I hadn't and nvever did!

[throt]

Definitely contact your bank, you will end up getting your money back...

[ladedah]

tracking number confirms items are at a sorting office, so hopefully no need to contact bank now.