Online order hasn't arrived and the company are almost impossible to speak to

[Ohmygrood]

I'm not sure where to put this, but wondered whether anyone could advise.

I ordered a product from a high street store using their online delivery service. I've shopped at this store many times on the High Street, but have never ordered online with them before. The item is now 13 days late, so it must be lost in the post.

This company have no phone number to contact about online orders. You can only speak to them by filling in a form on their website. They answer after 1-2 days. They have said that they will refund me once my order arrives...but it's clearly lost!

What can I do?

How did you pay?

By paypal.

Sounds Like Marks and Spencer to me! Good luck. You will need it.

Oh, paypal, not sure they take paypal...

No it's not Marks! It's a gaming store (not Game though).

How can I get my money back?

Open a paypal not received case.

Aha I hadn't thought of that! Thankyou I will do that.

I suppose it's possible it's delayed and I would have more faith in them if they weren't so difficult to communicate with!

Hermes?

No they use Royal Mail.

Next Christmas I'm buying everything in person at the actual shops.
I'm beginning to worry about a collect plus order that I've returned too (I've helpfully lost my receipt)

Online, always buy with a credit card, even if paying through PayPal. You have way more right of redress if things go wrong. If you are going to buy stuff online, this is the sort of learning experience everyone has to go through. Consider it a cheap lesson learned and file a case with PayPal if you haven't got a CC company to claim your money back from.

I haven't got a CC, I usually use my debit card. That's good advice though - perhaps I should open a CC just for online shopping.
I've opened a case with paypal and will see what happens.

If your debit card carried the Visa symbol, I understand you have some rights over and above the cold shoulder you will experience from your bank. That's one from online research though. Moneysavingexpert would be a good place to start.

Thanks - I'll remember that tip. I'm annoyed about this not just about the money, but also with the lack of customer service.
The people who work in our nearest store are really lovely. I'm surprised by how dire the online service is.
But I'll definitely be more careful when ordering online in future.

make sure you escalate the paypal case.

Have they got a Facebook page or Twitter ac - if so contact them there?

is it Zavvi? If so let me know I had something similar

No it wasn't zavvi. I had an email from PayPal to say that the case has been closed, so that must mean that they have Refunded my PayPal account. Phew!

have they refunded you? Log in to Paypal and check.

Yes it's in PayPal! Very happy.