Ordered from online shop item not delivered

[frankiesamson]

I've not had much luck with situations like this in the past, even after posting on online forums, but thought I would give it another a go.

Dh Ordered a musical instrument (piano keyboard) for £340 and last week, they promised next day delivery, which would have meant it would have arrived on Thursday last week. It is now Tuesday the following week and it still hasn't arrived. I have tried contacting the online shop, which although having a.co.uk website address, apparently it's based in the Netherlands.

Needless to say they are being completely unhelpful, and just keep asking me the same questions repeatedly that I have already answered for them.

It was needed for a deadline, for his work, but the staff at the shop just don't seem to care.

They are refusing to send a new unit and refusing to refund, insisting they need to investigate first, and will call us back the next day, which they never do... every day. When we ask them how long this investigation takes, they say they don't know.

I'm not sure if I'm allowed to state the name of the shop here, especially as they seem to have good reviews on trust pilot.. yet our experience is anything but good.

Ideally we would like a resolution that does not involve many more phone calls or emails or letters. Might anyone know of one?

Your next step would be a letter before action; but if they are not based in the U.K., you may well struggle to enforce any type of action against them.

Do they have a UK address at all? Are they a well known shop?

If you paid by card can the card company help you cancel the payment.the card company may have a resolution centre, I think PayPal do too. If it's not been signed for then it's not been delivered.

Paid by debit card... natwest.

They are insisting the parcel was signed for.

We have told them we did not sign, it is not my signature, and also check the tracking which shows it was delivered to the Depot, not this address.

Parcelforce insist a different story, they say it has not been signed for, and the signature on the tracking is in fact a code to say it does not need a signature. They also insist there was only a small parcel (10cm x 20cm approx) and no large piano keyboard.

We tried to communicate this to the shop, but it's like talking to a brick wall.

Ideally we need a resolution that doesn't involve much more time. It sounds like from these posts we are not going to get one.

Been back and forth between parcel force and the shop so many times, it is ruining our lives at the moment, in terms of the amount of time it is taking up

Is it a large shop, I know you've probably done this but have they got customer services. Can the bank issue you with the signature they say you signed. How frustrating. Have you contacted trading standards or something like that.

If you're suggesting foul play (Eg maybe someone else signed for it and has taken it or the shop didn't actually send it then maybe make a police report?

£340 is a lot of money to lose! Shame you didn't pay by credit card as you'd be covered.

Hopefully they get back to you- I'm assuming you've spoken to the manager? Keep insisting to speak to them. I'd leave a negative review too as they usually reply to those and might scare them to take more action
Xx

You can get your bank to do a charge back to your card. I have just done this when i ordered and paid for goods by debit card that never arrived. I had to go into my bank and explain the circumstances, they required me to fill in a form and send off all documentation with my attempts to recover my money, they then recredited my money and chased the company themselves.

I'd look at a chargeback to my credit card. Which has a step-by-step guide.

Do a charge back on your debit card advising them goods ordered but never delivered.