I'm trying to help my brother figure out what to try next to either get the items he ordered or his money back!
The story is: about three weeks ago he ordered some computer parts from Ebuyer. The parcel was dispatched via a courier service (I think it was Yodel, I'll confirm with him later), and he had confirmation that it had been recieved by its local distribution centre and was given a delivery date. That delivery date came and went so he contacted Yodel and they told him to choose a new deliver date, which he did for a few days later. This date also came and went.
He then contacted Yodel and they told him the parcel had been lost and he should contact Ebuyer for a refund. Ebuyer say they have a policy that refunds can only be asked for up to 7 days after ordering, which seems insane because even if the parcel was delivered properly, it might not have arrived within 7 days.
So basically Ebuyer are saying that there's nothing they can do because they weren't informed about it within 7 days (because my brother thought he had to deal with Yodel, which he was doing). They say this is the case because he agreed to the terms and conditions at the time of purchase, but the only thing I can find in the terms and conditions which reference this at all is "We ask that you inform us if you have not received your Products within seven days of the delivery date." This doesn't actually say that they can't do anything if you contact them later than seven days, though, does it!
Yodel are saying "oh well, the parcel's lost, it's not our problem" but surely it is their problem if he has confirmation that they received the parcel at their depot?
Any ideas on what to try next? A friend suggested he contact the bank but I don't know how that would work. My brother's a uni student who can't afford to just write off £120!