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Issues with 'The Works'. Confusing!


RasberrySoup
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Hello,

 

I am hoping somebody can give me some advice about an issue I am experiencing with the online store "The Works".

 

On September the 1st I ordered a toy (A remote controlled geotrax toy, costing £4) on September the 2nd I receive an email confirming that the order had been dispatched.

 

Last week it still had not arrived so I email them asking where it had got to, I then received an automatic refund later that same day.

 

I emailed again asking why it had been refunded, I told them that if the parcel had been lost, I'd had preferred a replacement.

 

This is when things get a bit confusing as I started receiving emails from two separate people from the works, one telling me that the parcel had been delivered back to them at store, so that's why the refund had been issued, another one telling me that it had been dispatched and was on it's way still.

 

I asked them to clarify why I had been refunded if it's still on it's way (she told me it hadn't been refunded, but it 100% has been as I can see it on my bank now) This person told me that the parcel had been dispatched with Hermes.

 

I have been onto webchat with Hermes today and they have confirmed for me all the parcels they have had for my address in the past 28 days - one from tesco direct, and another with shoezone.......But nothing from The Works.

 

The person who said it had been redelivered to store, said that she was not at liberty to tell me who it was dispatched with (I know this is incredibly confusing, as the other person who emailed did tell me, I am getting email responses from two people, giving me two different versions) This one also told me that if I wanted to receive the toy, I would need to re-order it. She said replacements were against their policy.

 

So I am very confused about what to do next, should I just leave this or raise the issue with management? I am a bit annoyed that they seem to have lied to me about dispatching it with Hermes, seeing as hermes have no record of it.

 

Sorry it's a bit confusing, I am confused too :-)

 

Thank you for reading.

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Only a £4 toy so they are probably not bothered. Perhaps they never sent it, cancelled your order and refunded the amount. Given the costs of delivery, they are probably use to, people ordering many items at the same time. There are Works all over the country and the toy may be stocked local to you.

 

I doubt it would be Hermes delivering a £4 toy.

 

You could try ordering again, but the same may happen again.

We could do with some help from you.

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Thank you for the advice.

 

 

They risen the price a lot , so I will probably leave it now.

 

They are usually really good but for some reason they are mucking about with this one.

 

They cancelled your order because they had the price wrong i would expect. They don't have to honour a wrong price.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

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The price is about right though.

 

http://www.theworks.co.uk/search/remote%20controlled%20geotrax/?orderBy=3&page=1

 

Delivery would have been charged at £2.99 for the toy which would have likely been sent via Royal Mail (3 - 5 day delivery).

 

Is it possible you some how chose the free store delivery method, and that since it wasn't collected, they refunded?

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