Made a purchase on Boohoo.com 13 days ago. Items were dispatched using Hermes later the same evening and the money came out of my account (£30). Two working days later I tracked the item on Hermes website and it was "out for delivery with courier". Later that day when I checked the item it said "Not delivered - postcode error"
Now my full address including postcode was definitely correct as a) I have used Boohoo.com at this address before b) I received a confirmation email after my purchase with the correct address. I emailed Boohoo (they do not use phones as a form of contact) to question this error. They asked me to confirm my full address, which I did. The following day they replied saying the info had been passed on to the couriers in case there was error with the details they had and my parcel should be with me shortly. I waited two days and the Hermes tracking was still showing the error, but the date of the error had been updated to a day later than originally. Emailed Boohoo but didn't receive a reply so sent them a message on Facebook. They said they had contacted Hermes and it could take up to 24 hours for a reply about when a delivery would be attempted. Then received an email from them which said the same. I waited until the next day to contact them again via Facebook private message and Boohoo said, "This parcel has not been delivered due to the customers address not been in the courier’s round. Please allow 48 hours for this parcel to be carried over at the depot and reallocated to the correct courier for delivery. I apologise for any inconvenience this may cause."
I have refunded your delivery costs back to your original method of payment for the inconvenience, and your parcel should be delivered to you within the next couple of days."
The next day Hermes tracking was showing the parcel as "receipt at depot" then "processed at depot". Then finally "out for delivery". It has been "out for delivery" since Friday, however the date keeps being updated on the tracker so it appears more recently. On Friday evening when there was no sign of the parcel, I contacted Boohoo who contacted Hermes, who said they were waiting to hear back from the individual courier about when my parcel will be delivered (still haven't heard from them)
The "out for delivery" status changed to Sunday, then Monday. Now there's a new "out for delivery" status for Tuesday. It's like the dates keep being moved forward but no actually progress on my parcel is being made.
Have contacted Boohoo almost daily. On Sunday I was so fed up that I asked at what point do they offer a refund because the items haven't arrived. They said they would contact to courier and request the parcel be sent back to Boohoo and as soon as Hermes confirmed it was on it's way back, I would get my refund. I have now been waiting since Sunday for Hermes to get back to them. Boohoo keep saying they have sent emails requesting Hermes reply urgently. One customer service person for Boohoo said they could not guarantee an attempt at delivery wouldn't be made before Hermes had got back to them, in which case I could send the items back to Boohoo to get my refund. If I get my items then I'm keeping them! I've paid for them! I'd much rather have the items to begin with but all this hassle is ridiculous.
Have just read through Boohoo's T&C's and it states,
9.1. If We do not deliver or if the Products We deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, our only obligation will be, at our option to:
9.1.1. make good any shortage or non-delivery or incorrect delivery; or
9.1.2. replace or repair any Products that are damaged or defective; or
9.1.3. refund to you the amount paid by you for the Products in question.
Does that mean something? They have so far refunded me the £3.99 delivery (which I'm still waiting to go in to my bank account). I don't know what else to do. I'm waiting on Hermes to get back to Boohoo so they can update me, but I've been waiting and waiting for ages! Any advice on what to do?