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Victory! A Spokesman Said gets Sports Direct to refund customer after it lost his parcel

Nic McBride

Nic McBride
May 18, 2018

After being fobbed off by Sports Direct for five months, a customer has finally received a £141 refund for a parcel that never arrived.

Mike Lorimer, formerly of Newcastle who now lives in Antibes, north of Cannes, in France, ordered a Calloway golf bag, on January 3.

On January 8, his bag was ‘delivered’ by courier company Colissimo – or at least that’s what Mike was told.

"They claim they left the package at my front door. It was not. I was at home all day that day."

Sports Direct didn't want to know about Mike’s problem until A Spokesman Said got on their case.


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What happened:

When his parcel didn't arrive, Mike got in touch with Sports Direct.

"Despite several emails back and forward to Sports Direct they claim it is not their fault but the fault of the courier.

"The courier say it is Sports Direct's problem.

"Each party have avoided the issue fobbing me off each time.

"I placed this order in good faith with Sports Direct and am very disappointed in both these organisations."

"Sports Direct said I had received it but produced no evidence.

"Coincidently, I received a parcel from Colissimo today and had to sign for it, they did not produce a signature for the one that was not delivered."

After five months of getting nowhere, Mike came to A Spokesman Said for help.

Sports Direct then decided to get its act together and refund Mike.

Needless to say, he was over the moon.

"Many thanks Nic, you are a superstar. Wonderful result, thanks."

Check out our advice below in case you find yourself in a similar position.


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What to do if your goods don't arrive in the mail

Under the Consumer Rights Act, it is the retailer is responsible for making sure goods are delivered to you, or someone appointed by you.

This means that retailers are liable for what happens when your goods are being delivered - the delivery firm is not liable.

If your goods aren’t delivered, you should go straight to the retailer.

Ask them what proof they have from the courier that your package was actually delivered.


Ask for a refund

You can ask for your money back if you don’t receive the item within 30 days of buying it.

If the company refuse to refund you, make a complaint in writing – or follow the company’s complaints procedure if they have one.

If you still can’t get a refund

Contact the company’s trade association - look on their website for this information, or contact them to ask.

Tell A Spokesman Said. Use the power of publicity to highlight your case.


Try your bank

If you paid by debit card: contact your bank and say you want to use the ‘chargeback scheme’.

If you paid by credit card you have two options:

* If your item cost less than £100, say you want to use the ‘chargeback scheme’.

* If your item cost more than £100 - but less than £30,000 say that you want to make a claim under section 75.

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