Very poor service from mail order company, what recourse?

[whataboutbob]

16 days ago I ordered some trousers from a company called The Cords. I made the payment of £125 and just got an email saying they'd notify me of dispatch date. 2 weeks later still nothing, i emailed and after a couple of days they said they'd look into it. After another few days someone got back to me and said there was an IT issue, the warehouse is looking into my order. Nothing since. I asked for an address to write my concerns to, got nothing. I've never encountered such poor service form an online company.
I notice they have a Facebook page- can I post on there to exert pressure. Should I just be asking for my money to be refunded? Thanks for any advice.

I ordered some trousers from a company called The Cords. I made the payment of £125
Totally missing the point here but did one pair of trousers cost £125??

I am wondering if they are in the post but they have forgotten to notify you of a dispatch date.

Even though The Cords and Co is a US based website, the orders are shipped from Holland so it shouldn't take that long to receive once shipped.

Do you have a tracking number from them at all?

Have you checked your spam e-mail folder?

Has the money definitely been debited from your account??

Here is an address if you want to write to them -

The Cords & Co London
2 Silver Place Soho
W1F0JP London
United Kingdom

Here is their customer service e-mail address -

[email protected]

They do say in their T & C that it can take up to 30 days to deliver goods.

Hope some of this is helpful to you.

thanks, yes they were £125 I thought I'd treat myself.
Money definitely left my account, they have not been dispatched so no tracking number.
Interesting they are saying it can take 30 days, according to the CAB that is the legal cut off after which you can request your money back. Thank you for the address, that'll be useful if I need to take it further.

Interesting they are saying it can take 30 days, according to the CAB that is the legal cut off after which you can request your money back
Could you please post a link to the CAB advice that you are referring to as I always thought the 14 days for requesting your money back was from the date of delivery not the date of order??

Also, are you sure that English law applies to this website as the goods are dispatched from the Netherlands?

It’s in the CAB website, under the “ consumer” section: something you ordered hasn’t arrived”. Not sure if the Law is the same in Holland, but maybe it’s an EEC wide rule.

I am unsure what laws apply to an American company selling goods sent from Holland to a customer in the UK.

I should know this but i can't give an answer with any certainty today.

Me too! However the trousers arrived yesterday so provided I don't have to return them (I haven't tried them on yet) all should be well. Thank you for your help.

Me too! However the trousers arrived yesterday so provided I don't have to return them
Excellent.

I think that maybe they just got delayed in the Christmas post but if they had sent you the tracking number like they say they will then you probably wouldn't have been wondering what was going on.