I ordered online a saute pan for my son's birthday to be delivered direct to him. My order was placed on 12th November for delivery on the 14th November, his birthday. It had not arrived by the 15th November so I contacted customer service by email. I was asked whether the goods were late or if they had not arrived. Not sure what the difference is but if I paid £5.95 to have them arrive on the 14th November and they are not there then the goods are both late and have not arrived?
I did not hear anything more as it was the weekend. On Monday 18th November the goods still had not arrived and when I looked for them on the tracker facility they had disappeared. The last entry was before it disappeared was that they were at a depot in Sandwell. My order number was no longer valid on the tracking system.
I had to contact the customer service department again (Beth) as I had not received any further information since Friday. Email sent just before 5.00pm. Beth could not find the order either and I had to pass all the information on again. I was told it was lost.
Losing the delivery is the fault of the carrier but not advising me as to where the parcel is or when it will be delivered is very poor indeed. Beth asked me what had happened and clearly did not know where the parcel was last.
I have had £5.95 delivery charge reimbursed and an apology we will see if the saute pan turns up today. I will not be using you again.
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