I am looking for advice regarding an issue I am currently having with Notino.
I placed this order back on the 29th of November, the order was never delivered here, parcelforce delivered it to the incorrect address.
As soon as the order was marked as delivered I contacted Notino to express my concerns as it hadn't been delivered yet but was marked as delivered by parcel force.
They started an investigation and parcel force sent a photo of delivery and also GPS of my building.
GPS looks correct but I am in block flats with around 20 flats, I have checked with the neighbours on my floor but none have confirmed receiving it. The photo shows a door without a number on it which is not much help as all the doors are the same.
But for this Notino are claiming Parcelforce are not happy to accept the claim.
I have also cooperated with Parcelforce myself and completed the claim form.
Obviously I am not happy, the order was for Christmas presents which I have had to replace myself.
I even paid extra for Notino's delivery insurance on the order which they are now basically saying stands for nothing.
I advised them to raise this with Parcelforce as they have clearly delivered it to the wrong flat.
After some back and forth and asking for a manager Notino have now offered only a store credit / replacement.
My issue is the order has not been delivered here. It was for Christmas presents which I have already replaced.
Bare in mind this is for an order over a month ago. I requested a refund. They got back to me stating :
"I am sorry to hear about this situation. However we have raised an investigation with Parcelforce who have done an in depth look into your case. They have found everything to be done correctly on the delivery on their part, hence the claim was officially rejected by them. On our part we can offer you a full voucher or a replacement parcel, a refund is not an option a confirmed by higher management.
The case has been closed, so please reply only if you accept a replacement or a voucher."
Can I get some advice on what steps to take from here? I no longer need the order and would like a refund rather than store credit.