Woolworths.co.uk, order not arrived but has been signed for!

[cairns79]

I ordered 2 liverpool dressing gowns from woolworths on 27/10/10, price including delivery charge was £35.95.

 

I e-mailed them on 8/11/10 after checking their order tracker and seeing that the delivery had apparently been made on 28/10/10. I was out that day with my husband and kids and no card had been put through the door. I'd ordered some books at the same time and they had all arrived with no problem.

 

I got a reply from them saying..

 

Thanks for getting in touch with Woolies.

 

We’re really sorry you haven’t received your order for 2 X Robes [3F96118]

 

We’ve looked into this for you and our records show that your order was delivered on 28.08.2010 Could you check with a neighbour to see if they took delivery of your parcel and are looking after it for you?

 

If this isn’t the case, please let us know. If we’ve made a mistake, we’ll make sure you get your money back.

 

At Woolies, we do everything we can to make sure our orders arrive on time and that our customers are completely happy with our service. We’re so sorry for any problems this has caused.

 

If there’s anything else we can do, just drop us an email by clicking the reply button. We’ll be happy to help.

 

So I asked my neighbours and nobody had taken a delivery for us, e-mailed woolworths to tell them this and they said . . .

 

Thanks for emailing us about your missing order 2 X Robes [3F96118] .

 

I have referred your email to another department who will look into this and contact you as soon as they have more information. We have received a signature upon delivery, and we will send you a copy, so you can confirm whether this is your signature.

 

Rest assured every effort is being made to resolve the issue for you as quickly as possible.

Thank you for your patience.

 

by 15/11/10 I e-mailed again saying nothing had been sent to me and they sent . . .

 

Thanks for getting in touch with Woolies.

 

Sorry that you have not received information about the parcel we say we received a signature for.

 

We really want to sort this out for you, so we’ve sent your email to our specialist department who should be able to help.

 

They’ll look into things for you and send the necessary documentation again for you. Please allow 7 days to receive this.

 

Thanks for being so patient. We hope to get this sorted out for you very soon.

 

If there’s anything else we can do, just email us by clicking the reply button and we’ll be happy to help

 

So i receive a letter on the 17th basically saying that the need a copy of my signature from an official document so that they can verify whether the signature they have is mine. I spoke to my sister about it and she said NOT to send them anything as they could just copy my signature. So I phoned them and told the girl at customer service that I would like a copy of the signature they have and I would take it to the police with an official document so that they could verify that it isn't mine.She told me that the signature is S.Cairns. I always sign my full name so I'm guessing the delivery driver has signed it instead of me!!!

 

I've received no other letters since then, but hung off, giving them the benefit of the doubt with the weather being so bad.

 

I e-mailed them on 12/12/10 to say I'm still waiting for this signature, got a reply repeating that they need a copy of my signature and telling me they'll re-send the letter that I've already told them I've received! I replied telling them yet again that i requested a copy of the signature that they have and so far I have heard nothing back from them!

 

My sister has since bought dressing gowns for my nephews as there is no way this will be sorted by xmas!

 

Any idea what I should do now?

[rebel11]

Hi cairns

 

Welcome to CAG

 

If you paid by Credit Card or Visa Debt you can do a Chargeback, just call your credit card company and give them the details

 

http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-debit-cards/

 

Alternaively you can use SOGA, http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/SGAknowyourrights/

 

Templates are on the site, send them Recorded.