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Hello
I purchased an item from a shopping channel. The item was due to be delivered on a particular day, I stayed in (all day!) yet it never arrived nor was a failed delivery card left. I rang Home Delivery Network that gave me a load of bunkum about not being able to gain access - I live in a house converted into 3 flats with a front door and door bells (Royal mail don't seem to have any problems).
I contacted the shopping channel (premium rate!) explained that I had stayed in, they had failed to deliver, I had already been inconvenienced and I had no confidence that they would be able to deliver the item a second time. I cancelled the order. Although I wasn't advised to do so, I also sent them an email explaining the situation and that I wanted a full refund plus postage. All this occurred within 7 days of placing the order.
Unsurprisingly I have not received a full refund - they have charged me postage. Their T's and C's states that customers who have received their items are liable for return postage. However, I never received the goods.
I have looked at the DSR but I'm going round in circles. I believe that I have complied with Reg 10, as I both rang and then emailed customer services.
Am I entitled for return of the cost of postage? It cannot be right that a company can choose to use a private courier, not deliver and then charge the customer for their failings. Multiplied by lots of customers ... it could be quite a lucrative scam.
Any advice gratefully received.
Many thanks
SQW
I purchased an item from a shopping channel. The item was due to be delivered on a particular day, I stayed in (all day!) yet it never arrived nor was a failed delivery card left. I rang Home Delivery Network that gave me a load of bunkum about not being able to gain access - I live in a house converted into 3 flats with a front door and door bells (Royal mail don't seem to have any problems).
I contacted the shopping channel (premium rate!) explained that I had stayed in, they had failed to deliver, I had already been inconvenienced and I had no confidence that they would be able to deliver the item a second time. I cancelled the order. Although I wasn't advised to do so, I also sent them an email explaining the situation and that I wanted a full refund plus postage. All this occurred within 7 days of placing the order.
Unsurprisingly I have not received a full refund - they have charged me postage. Their T's and C's states that customers who have received their items are liable for return postage. However, I never received the goods.
I have looked at the DSR but I'm going round in circles. I believe that I have complied with Reg 10, as I both rang and then emailed customer services.
Am I entitled for return of the cost of postage? It cannot be right that a company can choose to use a private courier, not deliver and then charge the customer for their failings. Multiplied by lots of customers ... it could be quite a lucrative scam.
Any advice gratefully received.
Many thanks
SQW
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