Who can I complain to?

[TotoAnnihiliation]

I hope I've posted in the right place!

4 weeks ago, I ordered some shoes from
Sketchers. They haven't arrived. Deciding they were taking the piss, I sent a tweet to which they have never replied.

I opened a ticket with them on their website and got a reply to say sorry the order had been delayed due to Brexit.

That was two weeks ago. I'm going to open another ticket with them now.

If I don't get a good response from them is there somewhere I can escalate my complaint to? I would want to make sure I get my money back!

Whoever you paid through.

If it was Paypal open a complaint. They resolved a similar one for me last night within an hour of me posting.

Similarly, with a credit card, you can usually open a complaint on line.

You won’t get your shoes, but should get your money back.

I'd just cancel the order and ask for a refund.

I don't know what opening a ticket means but I would just wait tbh. They have told you the issue and if you go to their website there is a message about Brexit issues, asking people to wait.

Thank you for all the replies. I can understand there being a delay due to Brexit, I am annoyed that they didn't contact me to give me an estimated time frame. It's been nearly a month. I'll see what I can do to cancel the order.

What makes you think they won't refund you if you ask for it? I had a similar experience recently (not with them) and they refunded quickly. Have you asked for a refund? Are they custom made?

@TotoAnnihiliation

Thank you for all the replies. I can understand there being a delay due to Brexit, I am annoyed that they didn't contact me to give me an estimated time frame. It's been nearly a month. I'll see what I can do to cancel the order.

So you don't want the shoes anymore?

@Lurkingforawhile I've contacted them to ask for a refund. I expect they will reply after the weekend, hopefully it will be a straight forward refund. I am trying to find out what my options are if they say no.

@activitythree not after waiting this long for them now. I would like them to send me my money back and I'll shop somewhere else.

Tbh it's unlikely they will refund something that is in transit. They would have to be missing or delivered and returned for a refund.

If you buy online you have additional rights, so for example you have 14 days to return something just because you've changed your mind. You don't have their with in-person purchases. That's why I think they'll give the refund now, it just cuts out the middle bit!

@Lurkingforawhile

If you buy online you have additional rights, so for example you have 14 days to return something just because you've changed your mind. You don't have their with in-person purchases. That's why I think they'll give the refund now, it just cuts out the middle bit!

But the shoes are still on the way to OP. Why would they refund now knowing full well OP will also get the item?

Even with additional online rights you have to return the item for a refund

@activitythree

Tbh it's unlikely they will refund something that is in transit. They would have to be missing or delivered and returned for a refund.

I can understand why they do that, to stop people essentially stealing the shoes. I would be happy if they could tell me how long to wait. A month is a long time to wait!

@activitythree

Tbh it's unlikely they will refund something that is in transit. They would have to be missing or delivered and returned for a refund.

Why? They can just recall it/stop the delivery.

OP doesn’t need a reason to cancel the order, just changing her mind is sufficient enough. Being pissed off with how long delivery is taking is more than sufficient.

Skechers are pretty good ime. If you tell them you want to cancel it shouldn't be a problem. They use UPS for deliveries and let you know when your order is dispatched.

Why? They can just recall it/stop the delivery.

It's not always possible to do this.

OP doesn’t need a reason to cancel the order, just changing her mind is sufficient enough. Being pissed off with how long delivery is taking is more than sufficient.

I'm not saying she needs a reason. I'm saying it's unlikely they will refund her while the shoes are caught up in the border fiasco. Being pissed off with something taking too long to be delivered, when the information was readily available (you can see evidence dating back as far as January online) that it would take a long time, isn't sufficient at all.

What's unclear from their response about the delay being due to Brexit, is whether or not the shoes have even been dispatched! Either way, you've had some good advice on your right to cancel here. They should be able to do so and just process the refund if that's what you want.

Post on all their facebook and social media pages and kick up a fuss. Ask when they'll be responding. This has served me well with the horrendous Virgin Media, two other large companies. Also post a 1 star review on Trustpilot, they should respond straight away. Make sure it's the right legal entity of Skechers.

@PersimmonTree

Kick up a fuss about what?

There is no reason to do this.

OP can contact them and ask for a refund and they will either refund or ask that she waits until the shoes arrive and return them. Or OP could wait for the shoes that she ordered knowing the delivery time was unknown doe to delays re Brexit.

If they were to be unhelpful, then it is time to 'kick up a fuss' - first of all, OP just needs to contact them.

It's an approach that gets instant results, but if some people are happy to wait indefinitely then good for them!

Ask them if they are already in transit. If so, you’re going to have to wait—you can return them when they arrive.