Hello all, I'm hoping you'll have some all advice because I'm ready for tearing my hair out! Sorry this will be long but I want to make sure I've got all the info in!
I ordered Christmas gifts for my sister at midnight on the 20th with next day delivery so it would definitely arrive in time. Later that day I got a dispatch email saying it would arrive on the 21st. It didn't but I wasn't too worried at that point as I'd ordered before without issue and thought with NDD it would still arrive on time even if it was late. By the evening of the 23rd it still hadn't arrived so I checked the tracking and it showed that they hadn't even sent it to the courier! So they lied about dispatching?! The next day a customer service rep slipped up and confirmed it hadn't been dispatched. This really annoyed me as they were sending me emails advertising delivery in time for Christmas with NDD on the 23rd when they couldn't fulfil my order from the 20th?! Surely this is false advertisement because they knew they were either unable or were struggling to fulfil orders?
By the afternoon of the 24th there was still no sign of it so I had to go out and re-buy the items in store. I've asked LF multiple times to cancel the order and refund me since it hasn't been posted yet and I don't need it anymore. They keep refusing and saying it's too late as it's already been posted and when I point out that's not the case they don't acknowledge what I've said?! I've been in contact with them every day since the 23rd and am still no further forward and the tracking is still showing that they haven't sent the parcel.
Their customer service is so bad it's actually shocked me. There's no option to call them and the live chat has been unavailable since I first checked on the 23rd. So the only options for contacting them are Twitter or the email form on the website. The Twitter account is useless. They seem to have set responses that they copy and paste so they don't answer any questions and the email form isn't much better. The replies are slow, every reply you get is from a different person and they ignore most of what you say/ask.
Normally I would save myself the hassle of dealing with this kind of thing and just return the order when it gets here but I've now read so many horror stories on their social media ie, customers who ordered early November who still haven't had their order and LF are still refusing to refund?!?! I've seen some people say it seems they are selling items that they don't have in stock and are stringing you along til they get the items back in. They also charge for returns but say they will cover the cost if the return is due to a fault on their part, however, I've seen so many people saying they didn't get reimbursed for the returns fee. So I really want them to just cancel the order! Also, the order was expensive for me, so I'm gutted
I had to buy it again and want the money back ASAP.
Yesterday one of the customer service reps agreed to refund me so I replied thanking her but then the next reply was from yet another member of staff who replied saying they wouldn't refund me! And now they're back to the same old script. I could have screamed when I saw that next email after being so relieved that I was getting a refund!! I have it in writing that I was told I could have a refund, can they really renege on that?!
Has anyone had any joy getting an issue resolved by their customer service? Any tips for what I can say, any rights I have etc?
Thanks in advance!