I am writing to formally raise a complaint regarding my recent order for a pair of glasses placed via your website.At the time of purchase, the item was clearly displayed as “Available.” In reliance upon this representation, I proceeded with the order and paid an additional £5.19 for FedEx delivery, which stated an estimated delivery timeframe of 24–48 hours. The order was processed, payment was taken in full, and I received confirmation.I subsequently received an email advising that the item is, in fact, out of stock and has been ordered from your supplier, with an estimated lead time of 6–10 working days before it even arrives at your premises for onward dispatch.This position is inconsistent with the information presented at the point of sale. Under the Consumer Rights Act 2015, goods must be as described, and any information provided about availability and delivery forms part of the contract. Furthermore, under the Consumer Protection from Unfair Trading Regulations 2008, traders must not provide misleading information that causes, or is likely to cause, the average consumer to make a transactional decision they would not otherwise have made.Had I been correctly informed that the item was not in stock and that delivery could take up to two weeks or more, I would not have proceeded with the purchase, nor paid for expedited shipping.I also note that the item continues to be displayed on your website as “Available,” which raises further concerns regarding ongoing misrepresentation. I have retained a screenshot as evidence.In light of the above, I require the following:Written confirmation of the actual and guaranteed delivery date;Immediate reimbursement of the £5.19 expedited delivery fee; andConfirmation that your website will be corrected to reflect accurate stock availability.If this matter is not resolved within 7 days of receipt of this correspondence, I will consider pursuing further action, including but not limited to initiating a chargeback through my payment provider and referring the matter to Trading Standards.I trust this issue can be resolved promptly and amicably.
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Online graduated frames and sunglasses store with more than 80000 references. Sport sunglasses, contact lenses and liquids.
