Money back on an order of contact lenses?

Question

Hi

So I ordered some contact lenses from Boots a month ago and they still haven't arrived. I rang them after two weeks (given that Christmas had happened so their promise of a week was taken with a pinch of salt) and they told me they were just late and they wouldring me if any problems arose. A few days later I called again and was told that a machine had broken and the lenses would be a few more days.

Then it was that there had been an error and my order had been misplaced. Then it was the machine again. And it was always me having to call them.

So today I went in and they made me sit for 15 minutes while they looked and then told me not yet. This isn't the first time they have messed me around but this is the worst. I had to pay in advance, if I cancelled my order now could I expect any money back? Do I have any rights to a refund due to their poor customer service?

Needless to say I will be changing lens suppliers.

Answer 1

If you have paid for a product that they cannot provide, or have not provided so you are of course able to get your money back, ask for your money back from them, if possible writing a letter to head office and if they won't give you your money back, threaten to write to trading standards and various watchdog agencies, and if necessary write to these agencies as you have the right to get your money back if they can't provide the product.

Answer 2

Yes, call them and demand your money back. The wait is ridiculous.