To ask for money back...

[mytieisascarf]

I ordered a child's jacket on the 18th of October to be delivered to a shop. It still hasn't arrived. I expected some delay given that it was to be embroidered with a school badge but 18 days (12 working days) seems excessive! When would it be reasonable for me to ask for my money back so that I can buy my child a warm/waterproof jacket for school? The shop are being evasive and each time I have called I have been told that they are looking into it and someone will call me back - no one has ever called me back.

Pretty reasonable to ask them to cancel that order now and refund the money. They shouldn't have charged you for it before it was delivered anyway.

It depends on the terms and conditions you agreed to when you placed the order.

2-3 weeks is about normal for personalised/embroidered things I think. How long did they say it would take?

There were no terms and conditions - i went into the shop asked the woman at the counter for a jacket in X size with X school badge and was charged the correct amount, given a receipt and when I asked she said it would go straight to the embroiderers. She took my name and mobile number. Every time I have called I have been told the order "looks like it should be there but isn't", "is still at the embroiderers", "might be at another of our shops". I'll maybe give it until tomorrow and then go back and get my money back - my child has taken a stretch and her current jacket is now half way up her arms.

Depends - how long did they say it would take? Also did you order it during half term because I can imagine that would be a high demand time and they may be running behind.

I would expect around 7-10 working days would be the average wait time but if it is a high demand time (half term, start of cold weather etc) then I would expect it to take longer. Either way I would have expected them to let me know an eta of when it would be ready when I ordered and paid for the item, but then I would also have asked.

I did ask - as above - she said "It's going straight to the embroiderers". I then assumed it would be a matter of days - but you're right I should have asked for an exact timescale.