Not On The High Street order

[ScottishStottie]

I placed an order from Not On The High Street last month (on the 13th) and it was dispatched soon after. Expected delivery was listed as the 20th april.

It never arrived, so gave it a few days then contacted the seller to see if they had any trcking information. They replied saying they could see no delivery had been attempted yet, assured me that it had been posted and that they would chase up with royal mail, and offered to send another if i wanted.

I said not to worry about posting another, understood that post is unpredictable atm and that we would see where it was at after seller contacted royal mail. Never heard anything back so emailed seller on monday of this week asking for any updates from royal mail (she said at the time that they were taking 2 days to respond to replies so this should have been plenty of time to respond to her) but i havent heard anything back from her. Before she was replying within 24 hours. More concerningly if i now click on any of her items on NOTHY, it says currently unavailable so im guessing shes closed her online store. Item has never arrived.

How long should i leave it before escalating further? I understand that post is taking a while in some areas, but not sure what is reasonable to allow and at what point i should act on it? My thought was if i emailed her again on the 13th (so a month from original sale) asking for another item to be sent and if i hear nothing back to escalate with the host site. Not even sure what host site can do though, never had this issue from that site before.

But at the same time i dont want to be harsh on someone at such a difficult time and cause issues for her business. But im out of pocket and not received anything for it so dont want to be a pushover either...

Escalate it with not on the high st

Tbh, I used to love dealing with them but they’re going downhill.
In my experience, every time I purchase through avios store they only award half the avios and it has to be raised as a dispute. Every time.
So I’d get in contact with them ASAP as they won’t be quick and get a refund processed

Im worried about raising it too soon, ive heard stories of post taking over 3 weeks to arrive, do you think its been long enough now?

Raise it. Especially since you can’t get in contact with the seller.

It wouldn't even cross my mind to ask let alone escalate. The postal service is at near breaking point. Just wait.

Raise it. One of my orders took 3 weeks. The issues surround postage dates 7-11th April, but things are now improving. Most NOTHS sellers will have a website and/or Facebook page you could try, if not then I assume NOTHS will refund. The shop may not have disappeared, they could have put the shop on holiday mode or similar to catch up on orders.

I'd wait a while. We're in the middle of a pandemic, she might be ill, looking after someone or perhaps a lived one died far more likely eventualities now then normally so she may have closed her shop so she doesn't need to deal with orders atm.

It has taken 1 MONTH for 2 parcels to arrive that were sent pre lock down. I didn't escalate a claim as I believed that they were sent and they finally turned up.

I had the same thing, no sign after a month and the seller was ignoring me so I contacted NOTHS themselves and they contacted the seller and arranged a refund. Still don't know where the package is 6 or 7 weeks later...