I ordered my UGG boots on 28th November and was told they had been sent out for delivery via Yodel. I phoned customer services at 8.45am on 5th December as on my account it stated that Yodel had delivered the boots on 4th December but I hadn't received them and there was no card to state they had attempted delivery. The lady I spoke to said that they must have been lost and that she would arrange for another pair to be sent out. I advised her that the reason I had ordered the boots was that I was going for a few days away this Friday and so I wanted to take the boots so there was no point in sending another pair if I would not get them in time so i asked for a refund instead.I was advised that because I had phoned before 9am another pair would be sent out straight away on a 24hr next day delivery via UPS. I have just phoned customer services again as could not get any tracking details for the boots on my account and have now been informed by [name removed] that my boots were not sent out on next day delivery so I will not receive them until tomorrow. I said that this is of no use to me and demanded a refund which I had originally asked for yesterday. [name removed] advised me she cannot do this as the boots have already been despatched from the warehouse so a refund cannot be processed until UPS have attempted to deliver them tomorrow and they are returned back to yourselves. This is not on as I have been given misleading information and because I didn't take a refund yesterday I now have to wait until next week at the earliest for a refund to be credited to my card. I said what if the delivery driver leaves the parcel with a neighbour instead of returning them to yourselves and was told I would have to then return them myself with a pre paid label. As I am disabled this would be very inconvenient for me and I am not prepared to do this!! I was also informed by [name removed] that I am not the only customer who has not received their items from last week as it seems a full pallet of goods has been lost! I am going to now speak to my credit card company as I am not prepared to wait for your customer services to confirm that the boots have been returned before issuing a refund. I will definitely not be using Rubbersole again and will not recommend to my friends
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