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Xams Present Not being Delivered

  • 25-11-2017 1:13pm
    #1
    PHG
    Registered Users, Registered Users 2 Posts: 475 ✭✭


    Hi,

    My girlfriend ordered a present for me on the 26th of October. The package was bought from Italy.

    Original estimate for delivery was within 8 working days. She has been contacting the company about delivery and it arrived in Dublin on 13th November according to the tracker. She expected it to be delivered to our address in Dublin on the 14th after seeing this. On the 14th the tracker said it is now in Roscommon being returned to sender. It is currently in Germany.

    She contacted them on the 10th of November, and 15th looking for the package. She finally received a reply this morning saying that they did all they could to deliver the package but nothing they can do to get it delivered as it has left Ireland.

    They have now stated that she will receive a refund within 14 working days of it arriving back at the warehouse in Italy and once it has been thoroughly checked.

    This seems quite odd to us as it needs to be checked for a refund to be issued, as we never got it. Aslo, that its 14 working days for a refund after this aswell.

    Does she have any rights here for an immediate refund or replacement?

    Thanks,

    PHG


Comments

  • #2
    CeilingFly
    Closed Accounts Posts: 3,378 ✭✭✭CeilingFly


    No - they say "within" 14 days. It could be made on the first day or 14th day.

    Fairly standard in most companies - just covering themselves for every eventuality.

    I have same wording in my terms and conditions. - Reality is that the refund is done almost immediately unless there's a question of damage (where item was delivered and then sent back), or if payment was by cheque / draft.


  • #3
    rock22
    Registered Users, Registered Users 2 Posts: 1,724 ✭✭✭rock22


    She could approach her card issuer, assuming she paid with a card, and ask for a charge back. it would appear that she has the evidence , from the tracking, that the package never reached her


  • #4
    CeilingFly
    Closed Accounts Posts: 3,378 ✭✭✭CeilingFly


    rock22 wrote: »
    She could approach her card issuer, assuming she paid with a card, and ask for a charge back. it would appear that she has the evidence , from the tracking, that the package never reached her

    And they will have evidence that they dispatched it and could argue the case and then it could take much longer.

    A chargeback requires you declaring that it was "unathorised". Some banks charge a fee for a false chargeback.


  • #5
    jaffa20
    Registered Users, Registered Users 2 Posts: 4,565 ✭✭✭jaffa20


    CeilingFly wrote: »
    And they will have evidence that they dispatched it and could argue the case and then it could take much longer.

    A chargeback requires you declaring that it was "unathorised". Some banks charge a fee for a false chargeback.

    There is different types of chargebacks. Some are for unauthorised but others can be for 'non delivery', 'refund not processed' as promised etc. I would allow the 14 days for refund and if not received, contact the bank to dispute it.


  • #6
    ct5amr2ig1nfhp
    Closed Accounts Posts: 5,019 ✭✭✭ct5amr2ig1nfhp


    You can request a chargeback if a transaction is unauthorized, or if a supplier does not deliver the goods or services for which you paid.

    If you have proof the original delivery was estimated to be 8 (working) days and you have given them 20, I believe having to wait up to another 14 days is unacceptable.

    I would ring the bank and initiate the chargeback.
    CeilingFly wrote: »
    And they will have evidence that they dispatched it and could argue the case and then it could take much longer.

    A chargeback requires you declaring that it was "unathorised". Some banks charge a fee for a false chargeback.


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