AIBU to expect a refund from Monsoon

[NoTimeToWait]

Wondering if anyone has had a similar experience or can offer advice on what my next step should be?
I placed an order for a dress from monsoon last week. At the time I had to update my delivery and billing address. First time I did this it didn’t work, second time it was fine. Except the order confirmation arrived and they had the billing address updated but the delivery address unchanged (my old property about a 50-60mins drive away). I called their customer services immediately- only to be told they can’t amend or cancel an order once placed. They did however agree to contact the courier and attempt to change the address.
So, after constantly checking my emails over a few days to make sure I didn’t miss it, I receive my dispatch notice- which I sent on to their customer service within 60mins...
No updates, nothing from monsoon. I chased them for an update- nothing. Then today I get a courier text that the parcel has been delivered (yup! to the wrong address).
I call immediately and now I’m told there’s nothing they can do as the courier has delivered to the address given to them!
Surely this can’t be ok?? How can such a well known and established company treat their customers so shabbily?? And how can they have an online business with no facilities to support customers when they get it wrong??
I can’t get to the old property as I have a young baby and it’s just too far atm... has anyone had a similar experience with monsoon and/or any advice on how to pursue this to get my money back?
Thanks!

[Biancadelriosback]

Is there anyway you can get in touch with your old property and ask them to forward the parcel on? Or arrange to meet them to get it back?

[GreenLantern53]

im only saying what I was told by JD sports that I couldnt cancel as item was out for delivery and needed to be attempted delivery (3 times) before they would refund.
obviously the op has also been tpld she couldnt cancel it. shes asked if anyone has been in a similar situation. why bother asking

[Satsumaeater]

Ignore the previous posts. You can cancel an online order up to 14 days after you have made it. You get 24 hours to change an error on an onine order. And if you phoned them immediately to tell them the address was wrong, they should have dealt with that as it was within the time.

OP, please go to the Which? website and look at the guidance on the Consumer Rights Act and the Consumer Cancellation Regulations.

[GreenLantern53]

Also trying to look at it from their point of view, you could order something to a family member or friends house and claim not to get it as its “your old address” then get a refund and keep them item.

[GreenLantern53]

Oh tough one but it sounds
like your mistake for having the wrong address down?

I had similar with jD sports, tried to cancel an item but as it was out for delivery they wouldnt refund me until it had been sent back.

could you really not get to the address??