JL - hopefully this won't be deleted !!

[clpsmum]

Has everyone who placed an order with the glitchy code either received items or a cancellation notice/refund?

I haven't heard anything from JL. Good that way.

Actually @Joke13 I have tried time and again to send the stuff back to them, but they keep re-dispatching it. If they can’t get something as simple as that right, and based on some of the very poor customer services responses seen on here, and them repeatedly breaching their own terms and conditions, I have to assume they are really struggling to provide a service.

I spend several hundreds, up to a few thousand pounds with them each year, but I don’t think I will continue to do so.

@Joke13

Christ no wonder people say this place is full of idiots. All of you moaning about crappy customer service when you’ve worked to try and screw a company out of money. Jesus

Never mind those of you who have paid and never received anything and haven't had a refund, no we shouldn't complain that they are withholding hundreds of pounds of our money for no reason, that's just stupid.

I finally had a conclusion,
Over three weeks after my order should have arrived (I paid extra for next day delivery) and multiple ignored emails requesting an update I started a new contact chain with them via the website, I got a reply yesterday saying they would check on the order, and then it was officially cancelled last night.

Tbh I’m just glad it’s over and I’ll get my money back, if I could have canceled it myself weeks ago I would have but there was no option to.

The customer service is terrible and we have every right to complain about it because I was constantly being told one thing by one person and then something else by another, I kept asking for the order to be cancelled and being told it wasn’t possible as it would be out for delivery soon.

I've just had email saying my items are coming tomorrow! After weeks of asking for a refund? So strange, we'll see what comes. Most the stuff I ordered is now out of stock.

@PeskyYeti Did anything arrive?

Yes about half of it arrived today. Rest I've got out of stock notifications for, and an email from JL apologising it took so long to send my order.

[quote guineapigs]@PeskyYeti Did anything arrive?[/quote]
I take it you never heard from them again?

That's great! I have had two communications about orders about other orders with JL but they never mentioned about the order.

I’m glad it arrived in the end. Are they refunding the out of stock items (less the discount)?

@LastStarFighter

I’m glad it arrived in the end. Are they refunding the out of stock items (less the discount)?

It says they'll be automatically refunded if not in stock after 28 days so figured I'd wait and see. It's the YSL stuff that I paid £120 I paid for, but I've bought other gifts now so I'm happy to see what happens.

Everything from my order has now arrived apart from the £120 I spent on YSL which they're refunding me as it's not coming back in stock. Thanks for all the support from this thread, as a low income family this is going to make a huge difference to us. My kids are going to be so happy to see their Lego stash Christmas morning!

Glad it arrived @PeskyYeti

JL have handles this appallingly and have sent rather threatening emails. A company that will never have my custom again.

Handled

@Oniricoflow
Sorry to hear that onirico.

What were they threatening in the emails?

I queried with JL whether the goods ever actually legally belonged to me (the monies had left my account and the goods were dispatched and at the store ready for collection) and they have said the following -

“Legally an item is yours once it is in your possession. Due to this being an online sales order and having to then be delivered to you. You would have had a purchase bond agreement, which we are meant to uphold if we have the item.

Since we were not able to uphold, the agreement we did what we are legally meant to do, return the money back to you, which we have done.“

No idea whether this is actually correct or not

@boobybumthe answer I finally got was that consumer law states that they don't have to fulfil an order if an obvious pricing/ prompt mistake was there when it was ordered. In that case, consumer law outweighs their terms and conditions, and they can cancel the order.

That consumer law is available on the consumer rights website I believe.