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Nicola's complaint against Light Up UK
No goods or Refund
Complaint against Light Up UK
I placed an order with Light up UK on the 20th September 2016. I received an email immediately after advising that the order was confirmed and that the goods were going to be delivered with a time frame of 10 working days. The next day I received another email advising that I could check on the status of my order. The order advised progressing.This went on for 3 weeks so I emailed Light up uk to ask where the order was and when should I receive the items I had already paid for but still not received. I received an email advising that I should have received and email from them advising the following: Hi there I'm really sorry about this. You should have had an email stating the delay with your items. Please let us know how you wish to proceed with this order as we could be looking at a 2 week delay. I emailed back and advised that if I was going to receive the goods within the 2 weeks then I was happy to proceed with the order still. I contacted them to possibly look to add extra items to the order as I STILL had not received the items from the first order thinking it would be easy to order it online and then they just add the other order to the existing one but unfortunately this was not able to be done. So whilst emailing to Light up UK I asked if the order was on its way to myself and was advised of the following information from them: I am extremely sorry for the inconvenience incurred this far; there has been a breakdown in communication our end. You should have been made aware that we have had unforeseen delays with our suppliers resulting in longer than expected lead times. Your order is due into us but unfortunately we are reliant on suppliers and courier companies at this moment. Please be assured that we are doing our upmost to get this resolved for you as swiftly as possible. We will keep this order on back order unless requested otherwise and have your order listed as a priority. Once again please accept my sincerest apologies for the inconvenience caused. At this stage I was beyond annoyed as theis was now the 28th October 2016 and I still have no update of the order either the date of me receiving the items. I then advised them I want a full refund of monies paid and I wanted to cancel the order with them. I then received an email dated 31st October advising the following: Please let me start off by offering my sincerest apologies for the issues that have arisen since placing your order with us. As you may or may not be aware, we have been in an extremely large dispute with our payment merchant supplier Worldpay. Worldpay is an arm of Natwest who handle all card payments and refunds through our website. During the period you placed your order Worldpay had started holding all funds and refusing to action any refunds from their bank. You may have had a refund confirmation email from our site when we initially tried to issue your refund before being stopped by Worldpay. We have taken this up with the financial services ombudsman and are waiting to hear back from them. We are working around the clock to have these funds released for you and can only apologies for this mess and keep you informed to the best of our ability. We strongly advise that you open a charge back with your bank so that your refund is credited back to you the quickest possible way and that Worldpay must honor any charge back they receive. Once again please accept our sincere apologies regarding this matter. Kindest regards, Electrics UK At the same time of receiving this email I received another email from Light up UK adving that the order was cancelled and also REFUNDED! However I am still waiting on my money back from them. I have spoken to my bank but they have advised that it can take upto 3 months for the matter to be investigated and also if I would even get my money Back. I dont feel that the company should have taken the payment until they are in the process of sending out the shipment to you or atleast if the order is not in stock it should have been advising at the point of sale.
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