Q) I ORDERED an air fryer from Studio, but all I received was a delivery note saying: “Sorry we missed you.”
I asked for my money back, but Studio kept telling me that it needed to investigate.
Will I ever see my cash again?
Carol Roberts, Abercwmboi, South Wales
A) Popular air fryers have been delivered to doorsteps up and down the land in recent months – but sadly, not to yours.
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You’d ordered your new machine over the phone with Studio and paid £95 on your debit card. Then, after a weekend away, you found a note saying that a “first delivery attempt” had been made.
There wasn’t a date or time.
You don’t know if the item was left on the doorstep then disappeared, or if it wasn’t delivered at all. You checked with your neighbours, as you all take in each other’s parcels, but no one had seen it.
You then raised the problem with Studio, phoning four times in a month last year.
Each time you were told that it would need to be investigated.
It’s the seller’s responsibility to make sure an item is delivered to you. This is because your contract is with the retailer.
If it uses a courier or delivery firm, it should chase them to find out what’s happened to your order.
In the end, fed up with waiting, you cancelled your order and asked for your money back. But, as far as you were aware, that never happened.
You went through your bank statements with a fine tooth comb. Fearing that you had lost £95, you contacted me.
Studio told me that at the end of November, the money had been refunded to your Studio account.
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As you’d only ever ordered things over the phone and paid for them there and then, you had no idea you had a Studio account.
Studio admits you didn’t have an email address registered with it, so it couldn’t tell you the money had been refunded.
It said it tried to call you but the number didn’t connect and it didn’t have a record of the calls you’d made.
Once I got in touch, the full £95 was refunded back to your debit card.
You were delighted, convinced that without my help, you would still be waiting.