Review Time
I have had to submit a formal complaint below since the enquiries team have failed to resolve my issue.
"Since the enquiries team has failed to resolve the issue within 14 days and issue my refund within 10 days plus 5 days for the refund to enter my account per your stated policy, I am now submitting a formal complaint regarding my order, which was returned to you by DPD on the 31st of January. After multiple emails of being told that my refund has been processed, it has been over one month now, and I still have not received my £23.95 refund.
I received the confirmation email from DPD saying Oxfam has received it back, so it is unacceptable for you to keep hold of my funds when I sent the items back to you the very next day.
If you do not resolve this issue and refund my account, I am going to escalate this further and report you to the Charity Commission and Fundraising Regulator and further to Trading Standards if I have to since I have been extremely patient and given you enough time to resolve this. So that you can't deny that you ever received this web form, I have also submitted this complaint to your email, xxx, and cc'd xxx.
Needless to say, I will no longer shop nor support Oxfam following this awful experience. It is not about the money; it's a matter of principle. You have a policy in place which you have failed to honour, and I no longer have the confidence to shop with you. I have supported Oxfam for a number of years by shopping online and have never had an issue like this with you. One expects this from non-charitable retailers, so it is very disappointing to receive this level of service from a charity."
I ordered a CD album on the 9th, and it arrived on the 12th, so it only took a couple of days. The case and disc matched the description given. Although the invoice marked it as blank, you actually need a "blacklight" torch to see the cover art on the booklet and disc, which was the interesting feature that motivated my purchase. I was very satisfied with this aspect. Thank you!
I ordered a CD album on the 9th, and it arrived on the 12th, taking just a couple of days. The case and disc were as described on the platform. It was marked as blank on the invoice, but you actually need a "blacklight" torch to see the cover art on the booklet and disc, which was the fascinating feature that prompted my purchase, and I was very pleased with it. Thank you!
I called customer service about an order that hasn't arrived yet. The representative checked the order status, explained the next steps, and promised to send me an email update. I also asked if my order could be delayed until a specific date, and that was no issue. After a week with another service's customer support, I must say the company is far superior! I feel at ease regarding my parcel, and all my needs were addressed. Thank you!
The company is great, and the support team is helpful, but I won't be ordering from the online store again. I ordered two books two weeks ago; one arrived quickly, but the other was dispatched a week later and still hasn't arrived. I don't have a tracking number because they can't provide one. When I called, I was told to wait another week. They won’t issue a refund until 10 days post-dispatch, which is frustrating! I don't mind waiting if there's a tracking number, but now I don't even know if the book was dispatched, so I can only wait three weeks from my order date and hope for the best.
I ordered a mattress a month ago; it was dispatched but never delivered, and the delivery partner sent it back. I was refunded as they couldn't resend it, but I was advised to place another order. Now I'm £1000 out of pocket, and three weeks later there’s still no delivery, plus I had to chase the refund as that didn't go through either. I've given up hope of ever receiving it.
The current offer to pick three books and get 30% off was confusing. I couldn't understand why my selections weren't discounted. I finally found the terms and conditions, which were poorly hidden, stating that this offer only applies to secondhand books. The exclusions are mostly rare, antiquarian, and collectible books, so most stock isn't eligible for the offer. It's frustrating, and I see why their rating is low; if I could, I would rate lower than one star! Terrible experience.
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