Item never received

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OmarHampton344's review of H Samuel www.hsamuel.co.uk

★☆☆☆☆

“Item never received ”

Written on: 16/01/2022 by OmarHampton344 (1 review written)

My advice would be to never shop online with this retailer! Their customer service is horrendous, their response times are poor and if you do not receive an item they will not investigate properly and make you liable for good you have not received and charge you.

I can honestly say I am shocked and this is one of the poorest customer experiences I have ever had and will never be shopping with H. Samuel again.

Before Christmas I received one of two items, which I was very happy with the item I did receive.

The items were being sent separately, but there was no tracking number with the item that was not received, so I thought with it being Christmas that there might be a delay, so gave it a few days. When nothing arrived I contacted them on the 22nd December and have constantly contacted the since this date stating the item had not been received at our property on the date they are stating.

Throughout my contact I have had, each of my requests have been asking for them to look into it and investigation that the item was never received. My last response, which took three days was that the item had been delivered to the street I live on, but they cannot state which house it was delivered to, so that is as much as they can do and it is out of the investigation time and will still have to charge for the item!?

I would like to know how the above works? I did not sign for the item or receive the goods to my home nor my did my neighbours take it for me, I was not responsible for sending the item, I have requested it is looked into after less than a week of the goods not being received, yet I am told my complaint of not receiving my goods cannot be taken any further?

I am not sure how that all works and you make the customer liable?

I would like it look into fully and either a replacement or a refund of the item not received, as a customer I do not feel this is too much to ask!

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