I am deeply disheartened by the inadequate customer service and lack of compliance with consumer laws from the company. I placed an order for live food before Christmas, yet I did not receive a tracking number. As a result, the package was left outside in the cold by the courier without any notification. By the time I collected it, the cold had ruined the order.
The courier has confirmed that the company needs to issue a refund to me and then reclaim the loss from them. However, the company is unwilling to respond. I have provided clear CCTV footage and photographic evidence showing the delivery conditions and the state of the goods, but their support team disregards this evidence and avoids addressing the issue to deny a refund. Under the relevant consumer rights legislation:
Risk in Delivery: The goods remain at the retailer's risk until they are in the consumer's possession. Leaving live food in freezing temperatures is a failure to deliver goods of satisfactory quality.
Fit for Purpose: The goods arrived dead and damaged, making them unfit for the intended use. By accepting payment and refusing to address a failed delivery, the company is in breach of contract. I strongly urge them to review the evidence provided and process the refund without delay.
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