Hi I am just looking for some advice.
I placed an order with a small business for a tracksuit for my daughter. I received an email to say that it had been shipped but then 11 days later I still hadn't received it. I checked the confirmation email for tracking only to find it had been delivered into my recycling bin 6 days earlier. It has now gone, my bin has been emptied in this time or someone could have taken it. I had no card through the door to tell me about a delivery attempt or where my parcel had been left and no emails either.
I contacted the business where I placed the order who ignored me after 4 social media messages and an email. However, we're posting stories on Instagram advertising whether anybody wants to place an order. They also replies to 2 of my friends for new order queries but still ignored mine.
My friend asked to purchase the item that I was missing and explained that they weren't replying to me and they sent over bank details and stated that I'd have to wait 30 days for a royal mail dispute to be resolved. I paid for a new order as it was a Christmas present for my daughter and I wanted to make sure it come in time so at this point I was £110 down with nothing to show for it yet.
I have ended up claiming money back through my bank due to the fact that i simply cannot afford to pay that much out this close to Christmas. To which I have now received a message from the business giving me grief for claiming back the money and stating they are sending it to my banks fraud team as the tracking shows it has been delivered.
I have never heard of a business making you pay twice for an item if a parcel is missing, am I right in thinking they normally replace/refund and wait for the claim back from the courier on their end?
Any advice would be appreciated, thanks.