What Can I Do When Goods I've Ordered Don't Arrive?

Author: Sarah Clark

“I ordered a laptop online, from a well known retailer. I paid on my credit card, and it was due to be delivered two weeks ago. It didn’t arrive on the day I expected it, so I e-mailed the company and asked them where it was.

“They told me that the model I’d ordered was currently out of stock, and that there should be more coming in later that week. I didn’t hear any more from them so after another week I called again, and was told that they still didn’t have any of that model in stock, and I should be getting my delivery as soon as they got more of them in. Apparently because it was such a good deal, there was a run on them, and they’ve been hard to get hold of.

“I still haven’t had anything, and I really wanted that deal. Can I force them to deliver the laptop?”

Advice

Well, if they don’t have any of them in stock, you can’t make them deliver, but this puts them in breach of their contract to you under the Sale and Supply of Goods Act, and so entitles you to ‘Make time of the essence’.

Making Time of the Essence

You must write to the company (but you can e-mail the letter, even though it’s a good idea to send a hard copy by recorded delivery too.) Explain that you ordered and paid for the laptop, and give the date, and that you paid for it at the time, but that they have failed to complete the contract, so you are now ‘making time of the essence.’

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Add that you require your laptop to be delivered by a date in the future that you believe to be reasonable. You set this date, but you have to be realistic, because if you tell them you want it by tomorrow, it’s just not going to happen. Ideally, you probably need to give the company a week at least to come up with the goods, and you need to make this clear in writing.

Making time of the essence is legally inserting a condition into your contract under the Sale and Supply of Goods Act. This also gives you the right to terminate your contract if they don’t supply you with your goods by the time that you set out in your letter, so you can add that if the laptop isn’t with you by a certain date, you will have no option but to request a refund so that you can purchase the goods elsewhere.

Unfortunately, this may mean that you don’t get the same great deal that the company are currently offering, and there isn’t much you can do about that. You can’t force them to deliver goods if they genuinely don’t have any, but their breach of contract does mean that you’re entitled to a full refund of anything you’ve paid them.

If they refuse to give you a refund, then you can take the issue up in the courts. Usually a sternly worded letter, warning them that if you don’t have a refund within 14 days you will be taking legal action tends to make them pay up swiftly.

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85 Comments

Ask a Question or Comment

Claire UK 8 Oct 2021

I ordered some boots from the USA a month ago and I haven't received them. I have tried to contact the company numerous times and sent messages but I haven't heard back from them. I am getting very frustrated at the fact that my money has been taken and nothing sent. There is absolutely zero customer service. I haven't rung the company because it is an American phone number. I have emailed 3 times and also sent msgs via their contact forms they have. Is there anything I can do as in regards to getting my money back? Any advice would be appreciated.

flash 1 Sep 2021

I ordered a jacket for my wife on 3rd june 2021 and at the time of writing this 1 sept 2021 i have not received the item or a refund , i have message Ultamodan, based in london on 4 occassions and had 1 reply stating someone was looking into it and that was last month with no futher reply, I have stated i will take a refund , nothing! i have said i understand shipping issue but not 3 months from london, nothing!, i have also said i will report them to trading standards and apply through small claims court if need be,, guess what NOTHING!! They just seem to not care that theyve taken my money, upset my wife because the jacket hasnt arrived ... feel so annoyed and feel like ive been scammed

Loz 11 Aug 2021

I ordered a product from a company called water drop 24 days ago I’ve messaged them a few times and each they say it’s been dispatched and they say theres no indication it’s lost or returned to them…how long as a customer am I expected to keep waiting for a package before demanding a refund?

Phoebelicous 10 Jun 2021

I purchased a 5 piece garden furniture set cost me £539.99, from an on line retailer called Inspirational home furniture and gift. Co. Uk My order was due to arrive 3-5th June, wen I contacted a local supplier that's works for them who I went through whilst purchasing my goods, she give me a tracking number, few days later it say, d my goods wer delivered, I contacted her told her I hadn, t received it, she then got in contact withe her boss who tracked by goods say, d it had been sent to my address and that a name which I hadn, t hear of or is a familiar with signed for it, they have now stated that once good leaves them it's between the courier & me, which in fact it was them I paid not the courier, I tried contacting the courier but no reply, I infect wen I checked out the courier the reviews or All badR

Upset 17 Sep 2019

I purchased Keto Pure from Go Healths on 28 March 2019. I have being sending emails and they refunded me 50% of my paid amount. Their support centre keeps telling me to enjoy my product and return within 120 days. What must I return when I never got my purchases. They cant give me a South African tracking number or any details to follow up. I have been trying to call the post office dhl and even called dhl ecommerce but no1 can help. It's so frustrating after 6 months to not receive my goods I did threaten them with legal action and going viral but I have no joy. The company is in Denver US Please help Thank you

Saharya 16 Jul 2019

I had ordered a vaccum cleaner and price paid by debit card but on scheduled delivery time no one turned up although I received a sms of product being delivered. I called the e-commerce company several times but they don't listen to me and keep saying that there investigation shows that product is deliverd and when I filed for return of product they didn't turned up again what should I do.

Debbie from Ipswich 30 Mar 2019

I ordered a Modern Witch Hat Made From High Quality Sheep Wool - 1 ORDER #1587 from CthulhuCoven on 16-08-18. However I still have not received this item. I have emailed the company several times but I have not received a reply from them. It says the transaction was my Amazon Pay but it doesn't show on my Amazon account. My bank shows the money as being taken from my account. What can I do now?

MJ 3 Mar 2019

I ordered an index portable hot tub right after Christmas 2018 it was paid for and cleared the bank but I never received it and I no longer have the company's name because my computer crashed and the bank can not tell me what the name is I only have the name on my bank statement

Hazel 7 Jul 2017

I purchased a guide book 2017 on 22nd May for my parents for which showed where the could use 'camping cheques' for this year. They used to be able to buy at same time as the cheques in the UK but now you can only buy direct from company in France. The book didn't arrive before they left and still hasn't and they are now back so no longer require it. I rang the company (no email to contact) and explained the situation and asked for refund. They said not their fault unable to give refund but they could resend book. Explained no longer needed as camping cheques now used (with last year's book where possible). Still refused a refund. Should they still issue a refund? If they won't can I still claim through my credit card as a charge back?

ConsumerRightsExpert Editor 6 Jul 2017

In general your consumer rights say that you can ask for your money back if you don’t receive the item either within 30 days of buying it or on the date you agreed with the seller. If the seller refuses to give you your money back, you should put your complaint in writing. Looking at the retailer's website it seems that item's purchaed via their payment plan are treated differently and they include the following statement "Items purchased by Payment Plan will be shipped to customers once the goods have come into stock and the last payment has been charged and cleared. Shipping costs and any applicable taxes are added to the last payment." When you order another item via this plan, we suggest you contact the retailer first asking them for rough time scale of when the item will be in stock. That will mean you can use your consumer rights with regards to delivery.

Dralnegar 5 Jul 2017

I have a complaint to make about a company called Big Chief Studios (BCS). This company is a reseller for a large amount a 1:6 scale display actions figure i.e. Star Wars / Marvel etc. However they also produce a range of their own. They keep advertising new products, and as I like to have all of their products I sign up for them and pay over a 6th month period or so. However orders that we made for products well over a year ago have still not been honored, and a lot of people are complaining about this. BCS keep advertising new products that you can pre-order, but there are so many figures that people have paid for, for quite a long period of time, that the delivery date is no where in sight. Is there anything that can be done to anonymously contact them, by trading standards to investigate their business practises as at this point I find it a little dodgy.

Tolerant 23 Jun 2017

I purchased a rechargeable power brush (for my bathroom) which had been advertised on Facebook. I paid extra to have a quicker delivery. I was told I would have a tracking number 3-5 days later. I didn't receive this and my delivery has still not come. I have no address or phone number for the company, only an email address. I have sent them countless emails but they have not replied to any of them - the payment was taken out of my credit card on the day I ordered it. The total was £42.80. Have I any way of getting my money back?

Scrogg 26 May 2017

I've ordered a mower online from the UK's no 1 online garden machinery store. Admittedly it was cheaper than anywhere else at £300. I received a confirmation by e-mail, but not a delivery date - so i e-mailed them to ask. A professional looking reply came back saying it would be delivered in 2 weeks. It still hasn't arrived & i cant get hold on of them on phone - just a message to say they are busy then tells you to ring off.They look authentic online showing new & used machines - what do i do please. i could drive to them but about 2 hours away!

ConsumerRightsExpert Editor 4 May 2017

Is it the retailer's responsibility to ensure items are delivered to you as ordered. If you haven't received them, the retailer should follow this up with the courier or post office to find out what's happened to the doors and let you know. If your item wasn't delivered (e.g it was left with a neighbour etc), it is the retailer's responsibility by law to sort it out. If the item doesn't turn up, you're legally entitled to a replacement or refund.

Dave 3 May 2017

I ordered 5 internal doors online. Two arrived today, but upon contacting the supplier regarding the order shortfall I was advised that the other 3 were delivered to us on 5th April ( the day after placing the order). This is not the case and we have not received any doors previously or been advised of any delivery. What should I do ? Payment was by Credit Card. The amount paid was over £1,000.

Sancha 23 Apr 2017

I bought a coffee machine from Nespresso which I never received on 30th January and I've been trying to get a refund since then without any success. I am desperate to get some resolve in this matter but Nespresso keep fobbing me off. What can I do?

ConsumerRightsExpert Editor 16 Mar 2017

What are the details? Was this an online order? Was the insurance for postage? Was it a UK retailer? Sorry at the moment there's not enough information to comment.

cazmillon 15 Mar 2017

Is this legal in the terms and conditions: PLEASE NOTE THAT IF YOU DO NOT CHOOSE THE INSURED OPTION, WE WILL NOT BE HELD LIABLE FOR ANY LOSSES IN TRANSIT Obviously I chose the uninsured postal option and clicked on agree to terms. Goods never arrived and retailer won't replace or refund.

Miss M 4 Mar 2017

I purchased 5 sets of blinds from a store in their sale. I took possession of two and told the other three would be sent from their other branch in a few days. Two weeks later they did not arrive and I had returned the other two as they needed to be trimmed and the installers refused to work with cut blinds. I was told I couldn't get a refund. A sign in their store only states no refund on net curtains and I was not told about their refund policy at the till. I spoke to the manager who offered to give me a discount on custom made roller blinds which my credit covered. I was told it would take two weeks to be made. I called in the second week to see if two of the pulls/controls could be changed to the left. I was told it was too late as the blinds would have been made. Three weeks on I called to get a status as no-one had called. The manager said there was a fire at the factory and they would have to get the blinds made else where. I have no faith in this store. I have been promised delivery the following week but feel this will not materialize. What can I do now as they do not want to refund my money.

BW 29 Jan 2017

We bought 2 cars last week and paid for them and picked them up on Thursday. On Friday the same cars were in the paper at a much reduced price. The advert was sent into the paper before we bought them. Advice please.

Ian 28 Jan 2017

I placed an order with CEX on the 27 December 2016. I received notification that goods were being dispatched on the 2 January, unfortunately they were never delivered. I contacted CEX and they said wait until the 16 January and then contact us if not received. My problem now it that they are totalling ignoring all of my communcations in respect of the goods that have not been delivered. They do not have a phone number for customer services as only communicate by email so cannot speak to anyone at the company. Is there any suggested course of action i could take that will prompt them to contact me and ultimately send me by goods which i have paid for.

tylerdavis 28 Dec 2016

I brought a phone off a private seller from a facebook buy/swap page but its been just under two weeks and havnt recieved anything and havnt heard from the seller either who was quiet prom to start with, i have paid via bank transfer and have now seen the same person advertiing to scam again. What should i do,please help!

Chrissy 24 Dec 2016

I have bought a product from SavviBuys. They took the money from my account on 13th Dec. Promised delivery yesterdsy 23rd Dec. Nothing arrived. Not responding to any emails and i cant find a contact phone number. Its a gift for someone special tomorrow Christmas ay.

Amit 24 Dec 2016

I have also the same problem.ordered item is not come even after 30 days. What should I do to claim my product. Whenever I called that company they said your product is out of stock.

rach 10 Dec 2016

i made an order of clothing online to forever boutique in oct and they kept telling me it was a pre order item an we're waiting for them to arrive, i'm still waiting for my perchase, they have taken my money left me with nothing and have blocked me from contacting them! please what can i do now!?

ConsumerRightsExpert Editor 5 Dec 2016

Try phoning. Sometimes a customer phone line is more effective. If you don't have the item delivered within 30 days, write to them and tell them you are cancelling your order for a full refund. Your card company should be able to help with this.

Wayne 2 Dec 2016

I purchased something online and haven't received anything I've tried emailing but have got no reply

ConsumerRightsExpert Editor 30 Nov 2016

You can cancel an order if it's not delivered within the agreed timescales. Write to the company (the address is at the bottom of their website pages) and say if it's not received within the next 7 days you will exercise your right to cancel. If they do not respond/your do not receive your item, contact the card provider of the card you paid with.

H 29 Nov 2016

I ordered a personalised phone case on line from Wrappz, and was told I would receive it once shipped within two days, 10 days later I still haven't received it, I have emailed several times and not had any response, I have tried calling but it's an automated response that says to email them. What can I do now?

Jeanne 26 Nov 2016

Bought stuff of wowcher in oct not received wowcher said contact company i did 4 times each time they said sent out not got money back wowcher wont do anything niether will company where do i stand

Kharv 26 Nov 2016

We ordered a travel system from a well known retailer, told on numerous occasions that it was on pre order however at time of sale this was not the case. They offered different colours however after further contact (to which they NEVER called or made contact with us we had to call or email) they found the item paid for was not in stock and won't ever be in stock again. What rights do I have to get the goods that they have taken money for or refund or compensation?

ConsumerRightsExpert Editor 23 Nov 2016

You can cancel an online order that is not delivered within 30 days (unless an alternative date was agreed at the time of order). You should therefore write to them saying you are exercising this right and demanding a refund - contact your credit card company if they do not cooperate.

Sophie 22 Nov 2016

Hi, i ordered 3 mini personalised footballs online on the 9th October 2016. Its now the 22nd November 2016 and im still waiting for the order. Ive emailed the company 4 times, messaged them on facebook and put a comment on their facebook page which they deleted. I try to ring them and i cant get through. I dont know what else to do or where i stand, could you please give me some advice? Thank you

Mimi 12 Nov 2016

Hi, I ordered a pair of shoes online and payment was taken the next day. When I placed the order I received a confirmation email which indicated I would get a further email confirming dispatch once payment was processed. This has not happened (two weeks later). I emailed the company and contacted them via a form on website but haven't received a response (the website doesn't have a phone number). I'm wondering what I can do now given they aren't responding to me. Thanks

ConsumerRightsExpert Editor 2 Nov 2016

It's impractical to be able to check every unit of a kitchen on delivery - if you didn't sign for all the items, it was clear that you did not/were not able to check them. Go back to the retailer and insist on a replacement.

sam 1 Nov 2016

Hi I have just bought a new kitchen for the charity i work for, when it was delivered my colleague checked and signed for the larger cost items such as the white goods, but did not feel confident to check all the other components such as doors, feet, end bits etc. so signed these items unchecked. On fitting (we have got volunteers to do this as we are a charity) we have found a whole cupboard and its components missing. When calling the store they said they are unable to do anything as we have signed for it!! Please can you advice me of my rights? Many thanks Sam

ConsumerRightsExpert Editor 10 Oct 2016

In general there is a default delivery period of 30 days unless a longer period was agreed/stated at the time of ordering. If you item is not delivered within the 30 days (or on the date agreed), you can terminate the purchase and get a full refund.

Keelie 9 Oct 2016

Hello, I ordered a jacket online for 55$ from a popular clothes store, along with two other items. The other two items came, however the jacket has yet to arrive. I already paid the full amount for all three on my debit card. I've contacted the seller multiple times, and on the 8th of September I was told they would reach out to the warehouse to see what happened and reply in a few days. It's now October 9th. Is there a way I can take this to someone higher?

ConsumerRightsExpert Editor 3 Oct 2016

Contact the retailer and tell them that courier is not contactable - say you are giving them 30 days from the agreed delivery date at which point your will cancel your order and expect a full refund. (In general if the trader doesn't deliver the goods within 30 days and you have paid for timed delivery (and made it clear that delivery within an agreed period was essential), then you may cancel and have all costs reimbursed, including postage.

dotty 1 Oct 2016

hi My husband purchased a 125cc motorbike from Direct Bikes on a pre-order, at the beginning of September, the bike was due in on the 25th. Delivery on their site says within 3 working days. I checked up with the company to confirm that they had got the bike in they confirmed it was in and we were awaiting for a call from courier. The company said it would that week, we waited no call. Emailed the company, as the phones were not getting answered, to have an update on delivery. Replied with the courier will call you next week to arrange delivery. I emailed again to-day( Sat 1st), for an up date, the reply again says the courier will call you next week. I have requested the couriers contact details to arrange delivery myself, again, the don't except inbound calls . Can I get a full refund of £1,184 and if so, where do I go to get it back. I have direct bikes for confirmation of they address to cancel order to send & request full refund in writing via registered letter. Many Thanks

rishu 25 Aug 2016

Hello sir. I ordered home gym set online and paid money online on date 29 july 2016 . Firstly they said ur order will take time to delivered due to some reason give us time. we give time to them to resolve our problm. After then we get message that ur product is delivered at your place on 24 August . But we didnt recieve our product . After then we contact that site Now they said they will provide us detail whom recieved the product . Now what should we do. Please help us .

Dolly 24 Aug 2016

I ordered goods online company said royal mail said delivered I did not receive them contacted customer service told 30 days to sort out now say sent delivered received this company has had other complaints same issue

ConsumerRightsExpert Editor 4 Aug 2016

In general if you don't receive an item on time, you can ask for your money back within 30 days of buying it or on the date you agreed with the seller - if it was essential to receive it by then (for an event for example).

Shazza 3 Aug 2016

Hi I ordered a dress the start of May they never said it was 3-4 week wait so after a month of no delivery I contacted the company to find out where it had got too. They said there had been a delay and it would be another 2-3 weeks I agreed to wait again. On the 10th July I cancelled my order and they said a refund would be OK but I had to wait 14 working days then another 3 for it to show in my account. Still nothing so again I've contacted them and they said they have a back log of refunds and I'd have to wait. I just want to know my rights, how long should I have to wait?

Kasia123 21 Jul 2016

hi ... I have ordered a shoes online , I should have delivered them to my address in 4-5 working day , but it didn't happened so i text to the company on facebook but they didn't respond and after few days they block me there and also delete them profile on facebook. I tried to message them on them webside but they never reply me back :( I have got the confirmation payment ... do I can do something to get my money back in any other way if so they no replying to me and also there is no any contact number ????

Iqbal 27 Jun 2016

I ordered four wardrobes and two beds from a local furniture shop. It first took them two weeks to deliver even though it was agreed to be done two days after ordering.When it was finally delivered the wardrobes were the wrong ones. It took another week of calling to arrange a replacement. When the delivery men came they were not happy with the fact that they had to bring four wardrobes down and then take four upstairs again so they just left our ones downstairs and took away the returned ones. I would like to know my rights in this instance particularly since the shopowner agreed to have the furniture taken into the bedrooms and also has it written clearly on his business card.

ConsumerRightsExpert Editor 18 May 2016

They might think it a bit suspicious that you are suddenly contacting them after all this time and it will make it extremely difficult. Also the marketplace is a vehicle for private businesses to sell, so you'll need to check the terms and conditions.

Rosa 16 May 2016

I ordered some shoes online which did not arrive. I emailed the seller to inform them and they said they'd check the tracking number and get back to me. They did not get back to me. I emailed them again to ask for an update, and they said the shoes should have been with me a while ago as they were shipped weeks ago. They then sent me another message to say they had shipped another pair of shoes to me. I then forgot about the shoes as this all took some time. I have just remembered now after going back on the website, i bought the shoes 10 months ago. Have I got any chance of getting a refund? It is ASOSMarketplace, who say after 60 days the stores do not need to give a refund, but you can try and send them a message, which i have now done. Is this 60 day rule legal? Thanks a lot!

Damon 22 Apr 2016

I placed an order online with Homehardware UK. Paid bvia their web site by Debit Card and awaited for my goods to arrive. When the goods failed to be delivered by the agreed date, I emailed the company asking what the situation was. They did not acknowledge my email, but phoned me up saying the goods had been delivered and I had signed for them... but the goods haven't been delivered to my address and I definately haven't signed for them. When I informed the Customer Services Assistant of this on the phone, they said they would contact the Courier Company to find out what happened. 1 week later, I had heard nothing back. I tried phoning the company, but their phone system won't let you speak to anyone, unless you know their extension number, so I emailed again to ask for an update on what was happening. I still haven't heard anything back and they don't even acknowledge you emails. While it was only a £60 purchase, I still have no goods to show for it and feel like I paid the money for the 'pleasure' of visiting their website.

ConsumerRightsExpert Editor 4 Apr 2016

If your delivery is later than agreed and it was essential that it was delivered on time, then you have the right to terminate the purchase and get a full refund. Contact your credit card provider or bank and tell them you want to cancel the order or for them to investigate its non arrival.

wilson 1 Apr 2016

Hi I purchased some safety glass online played £150 and this was taken immediately, said 10.days and still not received 3 weeks now tried to e mail no reply and phone line constantly engaged tone What do I do Many thanks

Sue 4 Mar 2016

I ordered a mobile phone on contract on 14th Feb the phone was delivered 2 days later but it was locked to a network I hadn't signed up to I contacted the company and they advised me to send it back and they would send me a replacement they have now had the phone back for 22 days and I'm still awaiting the replacement. Phone,, meanwhile my contract has started from 15th February and a payment has already been taken, despite several emails and phone calls I'm still waiting I've had all the excuses in the world and finally got the reason for delay was the fact they were awaiting stock of the phone in the colour I wanted, but was told delivery was expected 5 days ago but despite this I still have no phone can you advise me please Many thanks

ConsumerRightsExpert Editor 19 Feb 2016

"Goods must be delivered by the vendor to the purchaser within any contractually agreed timeframe (for example if you purchase a book online and it says delivery within 3 to 5 days, you should receive the book within that timeframe). Of course sometimes unforeseen delays occur (eg problems with Royal Mail caused by bad weather), so you should allow a vendor a reasonable amount of time to get your product to you. If no agreement re timeframe for delivery of goods has been agreed, goods should be delivered 'without undue delay' and in any event within 30 days." See Our guide for more information

chunky 18 Feb 2016

My wife ordered a bed off world stores on the Internet, paid by debit card, had delivery dates, text message saying courier couldn't order it and new date, had new date, same again. 1st delivery was 29th Jan, no response unless my wife emails them and say the same all the time, waiting for courier for date, it's so annoying now, what can we do ?

ConsumerRightsExpert Editor 10 Feb 2016

You can ask for your money back if you don’t receive the item within 30 days of ordering it (unless another specific time period was indicated). If you have not had any contact from the company, put your complaint in writing. If that doesn’t work you could try trading standards - they may give you details of a dispute resolution scheme. If you ordered by credit card you might be able to get money back through the card provider.

Tinkervic 8 Feb 2016

I placed an order with Paperchase on 26/12/2015. The payment was taken from my account, but I didn't hear anything about the order. I emailed them to ask what was happening and received an automated response stating my order had been despatched. More days went by but still no sign of my order, so I emailed again and was given an automated response with a ticket number. Again no response, so another email, another automated response and ticket number plus an email with delivery FAQs. So I left a review on the Paperchase facebook page. I get a reply asking for order number and/or email ticket number. I give all details. 8 days later still no reply. It has been over 6 weeks since I placed my order!

ConsumerRightsExpert Editor 13 Jan 2016

Unfortunately as you have done the right thing by reporting it to the police and ebay, there's not a great deal extra that you can do expect to keep asking them what is happening about your enquiry. Did you look at other feedback results on this seller before purchasing? Make sure you post negative feedback to alert other buyers etc. Your bank might be able to help in tracing where the money has gone etc?

Vix101 12 Jan 2016

Hi there, I really hope you can help my husband and I. We purchased a mini digger before Christmas via eBay for £2200, but paid via Internet banking (nationwide). I received confirmation that the mini digger would be with us within 5days. The 5 days came and went so we emailed the person through eBay but we didn't get a reply and haven't heard anything from them. So we informed eBay's resolution centre who put us in touch with the online fraud and we have received a crime number the date today is 12/1/16, and we haven't received any kind of correspondence from the seller, ebay, or the police. We are not rich and losing this amount of money has put us into hardship and I know my husband upset with himself because the bank won't help or the police or even eBay. Can you please advise me on what to do next. Thank you Vix101

Pelzkidd 28 Dec 2015

I ordered a phone and wen I tracked it the response was order attempted failed/undelivered

luisa Da silva 6 Dec 2015

Hi I order some shirts online, and never got them. Iver sent lots of emails to the client but no answer. What can I do to get the mone back?

ConsumerRightsExpert Editor 18 Nov 2015

Firstly, check that the casting was received by them (you can do this easily if it was sent via recorded delivery). If you cannot get a response from the company at all, contact you credit card company (assuming you paid by credit card) and make a complaint. They should be able to resolve this or refund you.

Kat 15 Nov 2015

advice needed please, I have ordered a casting model of my dogs foot, which has been paid for upfrount, Once I did the casting I sent It back recorded delivery, with order form and noted if they could email once received which person has, how ever it's been over time for this to come back, I have emailed from replay they sent, emailed via web page, and face book.... But no response - even put an alert on email see if they read it.... What else could I do....

paul 14 Jul 2015

I ordered a 5.6 metre RSJ online which came with free delivery.It was ordered and paid for by credit card on 30th June 2015. I had an e-mail saying it was dispatched on fri 3rd july for delivery on monday 6th july. After contacting the seller because the rsj did not get delivered i was told it is with the courier. I had a builder booked for saturday 11th july as i was assured it will be here by sat morning. It is now Tuesday 14th july and apparently it is still with the courier and still out for delivery. Ive had to pay the builder for his wasted time and he will not return until the rsj has been delivered.When i call the courier i get told to contact the seller.where do i stand on this ? can i cancel the order and get a full refund,and can i claim back the money i had to pay the builder ? thanks paul

ConsumerRightsExpert Editor 19 May 2015

@Jfass. You have proof that the order has been received in the email. This kind of thing is often followed up by a despatch notification once the item is dispatched. If you do not receive the phone withtin the time limits shown in their terms and conditions (or 30 days if there are none shown) then you can claim a refund anyway. There's also nothing to prevent you from cancelling your order anyway either (although if it's already on its way, the company may not be able to stop it at this point, so you'll have to return it).

jfass 15 May 2015

I have ordered and paid for a phone from Hot Bargain Phones. They have not sent me a proper order confirmation or receipt, just an email to say order has been received (not saying what the item is) and item will be dispatched but being very vague about a date. I have since been on review forum which have many instances of bad customer service and complaints about goods. I would like to cancel and get a refund. What are my rights?

ConsumerRightsExpert Editor 15 May 2015

@stargazer. The consumer contracts regulations state that goods must be delivered within the contractually agreed time frame (in this case next day). As it's now been so long, you should let them know you are cancelling the order and demand a full refund including the delivery charge. There is more information in our article on the Consumer Contracts Regulations.

stargazer 11 May 2015

I ordered a car radio from north west car parts and paid ten pounds for 48 hour delivery (there was no alternative to this). It has still not arrived two and a half weeks later. I have phoned them twice and they have blamed the couriers and promised to chase it up and get back to me, but they failed to do so. I don't know what to do next. I feel I've been scammed in some way.

ConsumerRightsExpert Editor 8 Apr 2015

@jojo. Is this an official business or simply someone selling on a personal basis?

Jojo 5 Apr 2015

I ordered some charms though Facebook and made a direct payment in her bank, she posted them wrongly and they got lost. She is now refusing to give my money back. Am I right at contact a solicitor as I have offered to let her pay me back instalments and she has refused, she has my money for six weeks already and says she has spend it on funding her holiday.

ConsumerRightsExpert Editor 10 Sep 2014

@Maya. First ask the seller for the contact details of Grand Prix courier Service, saying you want to contact them directly to ask them about teh delivery. If the address/contact details are fake, contact ebay and raise a dispute.

Maya 10 Sep 2014

Hi there, I ordered 25 ltr Brick Acid from ebay seller. The item didnot arrive and I contacted the seller. Seller came up with the information that the item was delivered by 'Grand Prix Express' on 22nd Aug at 10:55 am and signed by Salila. The item was not delivered and the Name Salila doesnot exist in my family. What can I do? I will appreciate any advise how we can take action. Also do anybody know if this 'Grand Prix Express' a fraud courier company. Many thanks! Gaumaya

Elvis 10 Apr 2014

I ordered from evolution slimming. The order was supposed to have posted out to me on 19th March ( Postage paid ) I had not received anything by the 31st March, Phoned them and asked where the item was. Told that the item could not be traced and that they would re-send. It is now 10th March and nothing. On the date they said they had sent the item money went out of my account. They have ignored my email, I am not going to phone them again to be told a load of rubbish about this item. They had my order number and my phone number and my address is also correct. How can a company who advertise their products all over the internet behave like this. IF they have posted the item out to me a 2nd time it would be hard it believe that the item had gone missing A second time

DB 24 Feb 2014

I purchased a Dress on line from Tall and All - and it has not arrived. No-one answers the phone or emails. Sagepay who took teh payment don't want to know - I used a debit card so can't get my money back

alpen 29 Jan 2014

I paid a cash deposit of £800 for a moter bike, i was told that i would take 2 days for them to receive it into the,shop over two weeks has passed, and still no bike the owner of the shop will not reply to my calls, the shop is still trading and the young boy who works their keeps comming up with different stories, and will not let me talk to the owner. were do i stand and i can the police involed, as i'm close to trashing the shop

Snowy 2 Oct 2013

I brought and paid for 2 sofas i paid £4000 in full to furniture village, my promised delivery Date as come and gone, I have no sofas as I disposed of my other sofas prior to delivery of my New ones, they have not turn up to date, can I demand my money back and as I paid by debit Card does this give me any rights

glen 19 Dec 2012

NEVER and I mean NEVER order anything from SkyMall. It's the magazine that you find on American Airlines. Every time you e-mail them about delivery of your item they will give you a bogus tracking number or you have to wait 7-10 working days for any response. That should be their motto..."7-10 days." I'm filing a dispute with my credit card provider since they got their money and I got squat.

Shazsquat 7 Dec 2012

I ordered some aftershave from a store called a-bit-of-magic over a month ago .After 2 weeks with no delivery I tried to contact them but their web page has been put on vacation and still is .i have emailed several times but with no reply .Can you advise please thank you

shell 26 Aug 2012

I bought a washing machine from Laskys online and when it was plumed in it did not work and laskys are washing there hands of it and telling me to contact the manafactuer so they can repair it, i dont want it repaired, it was never working in the first place, can some one please tell me my rights. Thank you.

cindy 27 Jul 2012

I ordered a desk from One Way Furniture and attempted to cancel within 30 days. They informed me There were no cancellations. I also ordered a hutch but cancelled the next day. They said it was already shipped I was told I was costing the company money by keeping desk in storage after I attempted to cancel with-in the time frame. I was then told if I didn't pay $500.00 for the hutch I would not get the desk either. They now have the desk and my $1600.00 I paid for the desk. Attempts to contact them go unanswered. What can I do to get my refund.

Arty 23 Jul 2012

An Update. Yvette Lytle continues to humour me saying that the packages are on their way. When I ask her when and where did she find this out because whenever I go to the USPS website and type in the order tracking number it says that it cannot show delivery information. She fails to tell me. Why? So how is it that Yvette knows? Well she doesn't and is lying which I find wholly unprofessional. I have contacted them asking for someone else to correspond with me as she is annoyingly incapable.

Arty 15 Jul 2012

I ordered 3 art demonstration dvd's from ARC Store costing over £200.00. The delivery was supposed to be from 5-7 days. As the order is from Canada I thought I wouId give them another week. When I enquired about their delivery their website said that enquiries would be dealth with 24 hours, instead I recieved a promotional Ad. I emailed them again and got a reply from Yvette Lytle who is the graphic design person and nohing to do with sales. She said 'oh didn't I give you the tracking number and what promotion ad was sent'. I found this a delaying tactic and told her to check her emails as only a promo came to me. With the tracking number she sent it shows that my item is in New Jersey and was delivered, either this cow sent me the wrong tracking number or UPS has given it to someone else. I start my new college term soon and wanted to get my skills up before the term started.What do I do when it gets screwed up?

spatch 29 Jun 2012

i order a motor bike from uk minimotos for my son's birthday, 3 weeks has passed nothing ! ive emailed with no reply 3 times rang the phone number but no answer....where do i go from here???

Fi 25 Jun 2012

I ordered goods three weeks ago and they haven't arrived. The company say that their web site makes it clear that because I opted to have them sent first class mail it was at my risk and they could accept no responsibility for goods that didnt arrive. However they can't provide any proof that the goods were actually mailed. Are they therefore obliged to refund me for the lost goods? Thank you for any guidance anyone can offer.

Lurleen 18 May 2012

I gave an order to Kitchen Science of over £2,000, which they accepted - only four days later, after taking my money and enquiring after a delivery date, did they explain that the goods weren't in stock, after much wrangling they gave me my money back - surely under the sale and supply of goods act, knowingly taking money for goods they do not have and will not have is fraudaulent at worse and sharp practice at best. I have written to them to ask for an extra amount of £50 to cover interest while they kept my money and compensation for inconvenience (they gave me a delivery date, which I had to rearrange work and childcare committments) and phone calls made. What really irks me is how professional, pleasant and efficient they were on taking my order versus how rude, unhelpful and difficult to get hold of they were when there was a problem.

gug 30 Mar 2012

Ordered a laptop from Very,mail order company,on Nov 25.2011.It was not delivered.Delivery was due on 2nd of January 2012.Phoned Very on the same evening.Then various phone calls and emails later(exactly two months)I was told that the laptop was delivered and they have my signature to prove it,and asked me to send a sample of my signature.I have offered to send it to a mutually acceptable third party.Still waiting for an answer.Can I make a complaint to the Police and let them check signatures.

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