To ask for a partial refund?

[Bluedressandslippers]

I should start by saying this is the SECOND time this has now happened to me with this company.

I ordered a product from them in Jan, it said 2-3 week lead time. It took 7 weeks. I emailed when it got to week 4 and they said sorry, it was going to be another few weeks.

Ordered something else from them (worth £300!) it again said 2-3 weeks. I actually needed this product for a specific event so when 3 weeks had been and gone I emailed them, got a response back saying apologies but there was a delay and it would be another 3-4 weeks. It’s now been another 4 weeks, so 7 weeks in total and no product.

I know I will get the product, that’s not the issue. It’s the absolute lack of communication and customer service regarding the delay! If I hadn't have messaged, I’d have never have known, both times. They never think to apologise for the delay or give an update on your order.

I have been a loyal customer of this company for 10 years and its only in the last 6 months I’ve had these issues.

They are a U.K. company.

WIBU to ask for a partial refund from my order?

Has the event been and gone that you needed the item for?

No harm in asking - and I'd probably not be ordering anything else for a while either.

If you’ve got the item & want the item then I don’t see why they would refund you for the item, but they should (and most in my experience do) refund your postage fee.

If you no longer need the item or the event has passed, then you should be asking to cancel the order so you can recieve a full refund.

A partial refund on an order you have recieved or still want is unlikely. Most companies will probably give you a voucher / code for a discount off your next order.

It has but I need the item in general, it would’ve just been nice to have it for this specific event

I don’t have the item, god knows when I’ll get it at this rate! But I don’t want to cancel the order!

They may be a U.K. company, but often the products are still sourced from places like China.

Thanks I think I’ll ask for a discount on my next order (if I ever order from them again!)

I agree I’d speak to them about your disappointment as a loyal customer and ask for 20% off next purchase

This. The ones with the highest number of British flags on every page and stamped on all item photos and claims of "UK company" tend to be the Chinese dropshippers, IM(vast)E.
If I were you I'd exercise your right to cancel as the goods haven't been received in a reasonable time and just sack it off completely, then shop elsewhere in the future.

I’m having the exact same issue and it’s so frustrating to not even be updated!

Under the Consumer Rights Act they have (IIRC) 30 days to supply the goods, unless you have agreed otherwise.

However if you still want the item and intend to use them again, I'd be asking for a refund of delivery costs and a decent discount against your next purchase.