Rights - Non Delivery

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marej

186 posts

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#258565 10-Oct-2019 09:30

I have a couple of parcels pending from NZ Sale. They expected date was mid- Sept. Effectively, NZ sale continue to say they are on their way and apologise for the delay.

How long does this go on, before its reasonable for me to ask for a refund. I am now feeling like there will be no delivery and the parcels are lost.

xpd

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#2333691 10-Oct-2019 09:37

I'd go back to them and ask for proof theyve been sent (Id assume they use courier), and if they cant provide anything, then advise them they have 10 business working days to provide you with your items or you'll take it further along with reversing the transaction via the bank.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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marej

186 posts

Master Geek

#2333708 10-Oct-2019 09:58

xpd:

I'd go back to them and ask for proof theyve been sent (Id assume they use courier), and if they cant provide anything, then advise them they have 10 business working days to provide you with your items or you'll take it further along with reversing the transaction via the bank.

Well I was given tracking numbers, but there is no content against them.

Is it possible to get the bank involved?

xpd

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#2333788 10-Oct-2019 10:39

If you paid via CC, then yes, they can reverse the transaction normally or at least put a hold on it.

If the tracking numbers youve been given dont show anything, then you could try the courier company and see if they have a record but sometimes they will only deal with the sender.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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askelon

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#2334804 10-Oct-2019 11:06

NZ Sale just take their time every time. Only things that ever turn up in a reasonable period of time are stuff they have stocked in Australia. Ive found the average waiting time for their stuff to be 3-6 months.

marej

186 posts

Master Geek

#2334813 10-Oct-2019 11:11

xpd:

If you paid via CC, then yes, they can reverse the transaction normally or at least put a hold on it.

If the tracking numbers youve been given dont show anything, then you could try the courier company and see if they have a record but sometimes they will only deal with the sender.

The credit card was charged back in August - Is it still possible?

marej

186 posts

Master Geek

#2334816 10-Oct-2019 11:12

askelon:

NZ Sale just take their time every time. Only things that ever turn up in a reasonable period of time are stuff they have stocked in Australia. Ive found the average waiting time for their stuff to be 3-6 months.

Thats unacceptable to me, and not what they say their delivery times are. They state 10 business days for international delivery. I would not have purchased if I knew it would be 6 months.

askelon

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#2334866 10-Oct-2019 11:24

marej:

Thats unacceptable to me, and not what they say their delivery times are. They state 10 business days for international delivery. I would not have purchased if I knew it would be 6 months.

There will normally be an estimated delivery time frame. They are never right. Unless it specifically says fast delivery I take it for granted they dont have the stuff in stock and it'll be in Europe somewhere and will take forever to arrive. Their tracking is always very hit and miss, slightly above Aliexpress tracking!

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NPCtom

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#2334880 10-Oct-2019 11:41

marej:

xpd:

If you paid via CC, then yes, they can reverse the transaction normally or at least put a hold on it.

If the tracking numbers youve been given dont show anything, then you could try the courier company and see if they have a record but sometimes they will only deal with the sender.

The credit card was charged back in August - Is it still possible?

Yes! You should be able to chrageback any transaction within 6-12 months depending on the bank.

marej

186 posts

Master Geek

#2334885 10-Oct-2019 11:43

NPCtom:

marej:

xpd:

If you paid via CC, then yes, they can reverse the transaction normally or at least put a hold on it.

If the tracking numbers youve been given dont show anything, then you could try the courier company and see if they have a record but sometimes they will only deal with the sender.

The credit card was charged back in August - Is it still possible?

Yes! You should be able to chrageback any transaction within 6-12 months depending on the bank.

I have read about this process, and am going to follow this process. Thanks very much for this advice.

nathan

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#2334972 10-Oct-2019 12:38

You should ask the retailer for a refund before going to the bank IMHO

MurrayM

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#2335028 10-Oct-2019 14:00

In my experience the bank will ask you how you've tried to resolve the issue yourself and will insist that you talk to the retailer about getting a refund before they start thinking of doing a charge-back.

marej

186 posts

Master Geek

#2335037 10-Oct-2019 14:14

nathan: You should ask the retailer for a refund before going to the bank IMHO

I have done that, and they simply dont respond, rather just say the delivery is on its way and they continue to apologise. They wont tell me where the delivery is, or provide a timeframe. The last communication ignored the topic of a refund, and just said they need to locate the package.

marej

186 posts

Master Geek

#2389703 10-Jan-2020 15:26

Article on NZ Sale deliveries.

https://www.stuff.co.nz/business/118686534/disgruntled-customers-struggling-to-get-answers-and-refunds-from-nzsale

In my case the goods arrived about two days before the bank responded to the credit card charge back. They wanted confirmation that the good were still not received, and I got the impression they would have credited the funds.