Ordered from Perfumes Direct but it never arrived!

[Sloth]

I ordered (and paid for) a new 100ml bottle of Dunhill Amalfi Citrus EDP.
However, crappy Royal Mail have lost it, and despite a promising start from them to my chasing it, Perfumes Direct now seem to be playing the 'evasive' card.
It was posted on the 19th May and I still don't have it.
The last time Royal Mail updated it on their online tracker was 21st May, when it was reported as being at the local depot pending being sent out for delivery.
Not been updated since and still no parcel.
Now Perfumes Direct are opening a complaint with Royal Mail, but seem to think I should now wait a further 30 days, pending a resolution with Royal Mail, before they issue my refund.
That hardly seems fair does it?
I mean, it's not like they can refuse to refund me even if Royal Mail don't compensate them, after all I've not received my parcel and that's that.
I've already been waiting 11 days, during which time they have happily taken my money!
The way I see it, their dispute is with Royal Mail and I (the customer) should not be inconvenienced by it. In short, they contracted Royal Mail so the problem is theirs not mine, they should refund me and then take as long as they like sorting it with Royal Mail.
So they communicated with me up to the point where I challenged the fact that I should be expected to wait up to 30 days for my cash back (on top of the 11 days since I ordered/paid), now they are not responding so I will likely have to make a formal complaint and escalate by whatever means necessary to get their attention.
Am I being unreasonable? I don't think so.

 

[hednic]

That hardly seems fair does it?

No it doesn't.

 

[_Nicolas_]

Am I being unreasonable?

Not at all, mate! As I understand it, it's the seller's responsibility to ensure the item reaches you and they now need to refund you and resolve the issue with Royal Mail.

 

[Sloth]

Update.
They have just emailed to say they have now refunded me.
This was hot on the tail of my last email to them asking for who I should make a formal complaint to!
Anyway, all is well and someone at Royal Mail will no doubt get a free bottle of fragrance at some point, not that I'm being cynical at all

 

[_Nicolas_]

On the subject of Dunhill, has the original Icon been discontinued? Prices seem to have jumped recently!

 

[Sloth]

Not sure but I have heard rumblings that it has.
I’m sure it’ll be available for ages yet though, although as you say perhaps at inflated prices.

 

[hednic]

Update.
They have just emailed to say they have now refunded me.

That's good to hear.

 

[DoctorM81]

Anyway, all is well and someone at Royal Mail will no doubt get a free bottle of fragrance at some point, not that I'm being cynical at all

There's a (slim) chance it could yet turn up. Last year, I had an item arrive 3 or 4 weeks after it had been reported/accepted as being lost. The tracking trail had suddenly gone cold about halfway through the delivery process, similar to your situation.

 

[Sloth]

There's a (slim) chance it could yet turn up. Last year, I had an item arrive 3 or 4 weeks after it had been reported/accepted as being lost. The tracking trail had suddenly gone cold about halfway through the delivery process, similar to your situation.

One can only hope.

 

[rum]

There's a (slim) chance it could yet turn up. Last year, I had an item arrive 3 or 4 weeks after it had been reported/accepted as being lost. The tracking trail had suddenly gone cold about halfway through the delivery process, similar to your situation.

I second this. During the strikes just before Christmas this happened to a perfume I sold. Sent it using the Tracked service and it ended up being stuck at a mail sorting office for over three weeks. Several calls to customer services resulted in nothing but reassurances. Eventually though it just started moving again and got delivered. No compensation though - not even an apology.

 

[mike9199]

Update.
They have just emailed to say they have now refunded me.
This was hot on the tail of my last email to them asking for who I should make a formal complaint to!
Anyway, all is well and someone at Royal Mail will no doubt get a free bottle of fragrance at some point, not that I'm being cynical at all

Great news!
I recently had a similar story with the services i ordered online. We are preparing for a very big presentation in our company and there is a text which has to be translated in many different languages. I was responsible for Norwegian translation, so ordered that online. Guess what? The guys didn't get back to me, so i had to find someone else only in one day. https://pickwriters.com/norwegian-translation-services - here is a service which saved my career and did a super quick job and i am very grateful for that.