A lot of people see the benefits of online shopping. Itâs quick, easy, and you donât even need to leave your home to do it. However, the ease of shopping at home can come with its own set of problems. Have you ever ordered something online and as the delivery date approaches you find yourself constantly checking the front door, impatiently awaiting your package? Soon a couple of weeks pass and the panic starts to set in. You start to wonder if thereâs been a mistake. Youâve already paid for it, so what do you do now?
Contact the supplier first
We recommend contacting the supplier first. There could be a reasonable explanation for a late delivery. It happens. For example, I recently bought a bathing suit online and it was a couple of weeks late because of a typhoon â in my opinion, this is completely understandable.
Still nothing?
If going through the supplier was unsuccessful and your goods or services have still not arrived, there are some options that are available to you when it comes to cancelling your âcontractâ.
When you buy something online, you may be entering into a distance sales contract. Distance sales contracts are not entered into in person (usually online) and you donât have the opportunity to inspect the goods before purchasing.
According to the Business Practices and Consumer Protection Act (BPCPA), you have rights when it comes to cancelling your contract when your goods do not arrive.
Your rights
- You are within your right to cancel if the goods/services are not delivered to you within 30 days of the supply date (expected day of delivery).
- If there was no supply date, you can cancel the distance sales contract within 30 days from the date that the contract was entered into (the date of purchase).
- If you cancel your contract, the supplier has 15 days to refund the consumer the total amount.
How to cancel
You can head over to the “Problem with an online purchase?” section of our website to find various cancellation forms to send to the supplier (by mail, email, or fax) to inform them you are cancelling the distance sales contract. Once you cancel your contract, the supplier will have 15 days to refund you the total amount. We suggest you keep track of all communication with the business, including the proof of delivery of the cancellation form.
What to do next
If the business does not give you your refund, the recourse is now through your credit card provider. You can request that the charges on the card are reversed or cancelled â we also have a form available to help you through that process. Follow the form instructions carefully, as certain information must be included for it to be effective.
If you are also denied by your credit card provider, we want to know about it. Both the credit card provider and the business would be in breach of the laws we oversee. We would encourage you to submit a complaint to us so we can review it and determine if we can help.
What if the tracking status of my goods says âdeliveredâ, but nothing has arrived?
- If your goods are being shipped through the Canada Post, they suggest double checking second locations, such as apartment mail rooms, front desks, or company mail rooms.
- After waiting for 24 hours for a potential update or final delivery, Canada Post suggests reporting the problem to them directly.
- If you did not use Canada Post, we suggest you contact the specific shipping suppliers, who may be able to guide you through the next steps.
With respect to distance sales contracts, if you havenât received the goods (regardless of delivery status) you have the rights to cancel the contract, within the parameters that are mentioned above. Consumer Protection BC regulates specific aspects of distance sales contracts in BC, including your right to cancel and whatâs required to be in the contract. For more information, visit our Consumer Help page. While we donât oversee online shopping or quality of service issues, we hope the information above is useful to you!
ADDITIONAL READING:
My online purchase hasnât arrivedâŠnow what?
Free trial traps: how to identify them and what to do if youâre stuck
Buying flowers online? Read these tips first.
What happens in the case where I have tried to contact the seller but they do not respond? If I cancel the order and it eventually arrives then I am responsible for shipping costs to return it? I ordered a purse Nov 25 and it was shipped Nov 27. Tracking indicated it was delivered Dec 2 although I never received it. I contacted Canada Post week before XMAS who said it was delivered to Tofino instead of Vernon. They said the seller must have put the wrong address on it. I contacted the seller five times between the delivery date and then by email and messenger but no reply and messenger indicated it was not even read. I decided to wait to deal with it till after XMAS and surprisingly on Jan 4 the package arrived. It had the original date stamp of Nov 27 AND the correct address! I never knew about the 30 day option to cancel or I would have requested cancellation prior although not sure it would do any good if they donât respond.
Wow Nash, I’m glad to hear that you did receive your purse in the end but it sure sounds like it took a very long time to get to you. To answer your question, if you try to cancel your order by sending them a cancellation request (and in a way you can prove that you have sent it) but the seller doesn’t respond, we would suggest contacting your credit card provider next. This blog post explains how to do this, under the “What to do next” header. I hope this information helps in case you come across a similar situation next time!
The company does not respond. It changes its name. I already paid with credit card. Have not received and itâs been 3 months. Please help find these criminals.
Hi Beverly, you may want to contact your credit card provider and request a reversal of charges. You can follow the steps outlined in the âwhat to do nextâ section of the blog post.
I requuested refund because i was overcharged. The service provider sent me an email with refund transaction ID: but 30 days passed and i have not received the refund. How can i get the money?
Hi Rose, have you tried contacting the service provider to see what’s going on? That’s probably the first place you want to contact and see. The other option may be to contact your credit card provider to see if the refund is on its way (if the original charge was on your credit card). I hope you will be able to get a hold of someone and get your money back!
I ordered something online from a website first I received a confirmation email. I went back online to there website to track my order. it says that the site it doesnât exist. What do I do now and how can I get my money back.
J’ai effectuĂ© un achat en ligne sur le site morgan.com . J’ai reçu un mail sur spam et j’ai le numĂ©ro de commande mais je n’ai pas reçu le mail de la confirmation de la livraison de mon colis. Le payement Ă Ă©tĂ© effectuĂ© mais sur le compte de la commande c’est marquĂ© colis Non expĂ©diĂ©. J’aurais besoin de votre aide pour me faire rembourser mon achat car ma banque ne peut rien faire
Hi Boina, I see that you had issues with your online purchase. Have you contacted your credit card company? If the website was a scam site, you may not have any other options other than getting a refund through your credit car d company. I hope you will be able to resolve the issue quickly.
Iâm wondering if you ever got any kind of results I did the same thing. However with the Covid virus thereâs nobody online on my credit card company to talk to. I think the company is a fraud.
Hi Karla, if you’re having a hard time contacting the credit card company, try different numbers – check the back of your card, statement, website etc. You can also try contacting them by email if you’re able to find the information. Best of luck to you!
Similar situation instead I etransferred this company based of in Vancouver they sent me an invoice and told me they have overnight shipping with fedex and it would arrive within 48 hours of purchase and itâs been well over 48 hours, they also said tracking number will be provided and still havenât received that as well and I also used a DEBIT card to make this transaction and everytime I ask for an update they leave me on read and ignore my message until I spam them and all they say is not to worry weâll update you and now Iâm stuck waiting on something I donât even think is coming what do I do?? TORONTO ONTARIO
Hello and thank you for leaving us a comment here. Sorry to hear about your situation and the fact that you used your debit card makes it a bit harder. Credit cards usually have some sort of purchase protection so there is a chance of getting money back, but not with debit cards. As you are based in Ontario, you may want to contact Consumer Protection Ontario and see what they suggest. Other than that, I don’t have too many other options to offer, I’m afraid.
Every time I contact the seller they always respond with â if the package has not arrived in the next 40 days from now we will do an internal investigationâ so I wait and ask about it they say the exact same thing again
Hi Reece, you may want to follow the steps under “how to cancel” and “what to do next” outlined in this blog post. You can fill out our form and send it to the business. If you have any problems or need clarifications on the next steps, please let us know! We’d be happy to answer any questions.
I had a similar situation in that I received. The. Wrong products sent it back on my dime w/ certified USPS mail so I know it got there they have to sign for it. So that did. Happen in. My favor.2 weeks have gone by so I messaged them and they said it takes a bit they have to verify the return it just kept going on like this For days then weeks so emailed them the did respond sorry for ur wait just wait. For the return process to verify. I messaged many times over and called them getting the same info. That its now wete behind due to Covid 19 issues. Also that they would pass on my concerns to the. That dept. then one day nothing !! No rerun messaged the phones just to a message machine. I kept with it for some time but the only thing was I got tired I of trying so I gave up. But just the other day I. Was reminded of it and. It pissed me off what can I do so that’s why I am Here trying to get some answers and help with this so did u ever get your settled please say yes. Thanks, Brian West Whittier Ca. Thank you
Hi Brian, thank you for leaving us a comment. Unfortunately, this blog was posted by us (Consumer Protection BC) and we are located in British Columbia, Canada. I see that you are writing from Whittier, California so you may want to contact your state consumer protection agency. In California, I believe it’s the Department of Consumer Affairs. Click here to access their contact information. I hope you will be able to resolve your issue quickly!
Same here, shark vests, all contact info is null and void now that they stole my money.
Hi Emily, you may want to contact your credit card provider and request a reversal of charges. You can follow the steps outlined in the âwhat to do nextâ section of the blog post. I hope things will work out for you!
I am in the same boat I need this laptop for school and I still havenât got it itâs been 16 days since I have purchased I feel like this is a mocking bird situation like this was a made up website to scam people for their money donât get me started..I will sue Dell
Hello and thanks for getting in touch. If you feel that you have done everything you can to get the package (contacting the company, checking the tracking number, etc.) but you haven’t had any luck, you can contact your credit card provider to get a charge-back on your card. Please note that they will ask for some details and proof that you have tried to work this out with the company so have emails, paperwork, and any other relevant proof ready with you before calling. We’ve also written another blog post related to this issue so please read it through. You may find some useful information there. Here’s the link.
This is case of fraud and please contact your credit card company to cancel the charge or contact the government see link below
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/h_ca02964.html
It was likely a scam.
Hi there,
Not sure how to make my own comment but .. I ordered a pair of leggings through a website through Facebook- I only paid shipping. I ordered on May 31, and itâs now June 12. I tried emailing the support email asking when my item will ship… cause it only says ordered placed. I am super worried it was a scam… because they are not emailing me back, and I emailed them 3 times now. I also emailed them on Facebook messenger but it doesnât even say delivered. What should I do?
Hi Breleigh, thanks for your message. If you received an order confirmation email, that may be your “contract” so you can go ahead and try to cancel with our form. We have that on our website here. Please read it all carefully as it gives you some options if you can’t get your refund despite all efforts. I hope that the page will be helpful to you!
Hey,
Thanks for taking the time to help ppl that have gotten screwed over here, online.
As my Mum says “You’re okay in my book.” LoL
So, here’s my story :
I bought a bunch of clothes from a site that I have used plenty of times & never had a problem, but this time, it says package delivered, and it most certainly was not! I contacted the clothing company and they right away alibi it, saying that “its out of our hands now blah blah blah.”
I was LIVID!! So now, I’ve been on the phone for 4 days, trying to get the USPS to actually find my package that they soo carelessly & erroneously marked “delivered” yet totally lost! Do you happen to know if this breach of contract or distance of sale contract is legal here in the US?
Thank you for your time.
Good luck to everyone here reading these I’m sure we are all here for the same thing. đȘ
Hello and thank you for contacting us! It’s really hard to say as you live in the US but is it possible that your package was delivered but was stolen from your front door? Unfortunately, it is very common now. One thing we could suggest is to contact the credit card company and see you can get a refund on your card. They may ask how long it’s been since your purchase and if you’ve tried contacting the seller etc. but some people have had success in getting money back. Best of luck to you!
Trying to make my own comment instead of a reply to a previous comment.
I ordered a pair of name brand sunglasses online. It was several weeks before i recieved anything, and when i opened the box they were not even close to what i ordered.
Through several emails with the company, they offered me 5% off on my next order, then a 10% refund, and now we are up to a 15% refund. Each email i received from them they tell me to keep the merchandise i received because it would be to costly to return. The last email said if i wanted a full refund, i must send the product back at my expense (which wo I ld be more than i paid for the sunglasses. Is there a way to get my money back without having to pay a sky-high return shipping fee?
Hi Stephen, thanks for leaving us a comment here. Retailers and online businesses are allowed to set their own policies when it comes to refunds and returns. Negotiating with the seller is something we would usually suggest, but as they are not offering anything satisfactory, you may want to contact your credit card provider. They may be able to refund you the cost of purchase but I don’t believe they will refund you the shipping cost. At this point, you don’t have many options so it may be worth contacting your credit card provider and see what they suggest. I hope you will be able to solve this issue quickly!
I ordered shoes but never got them. The web site isn’t there anymore. I called my bank and it been 63 days since the order. They say it has to be within 60 days for them to help. Is there a way to get my refund
Hi Vannessa, thank you for contacting Consumer Protection BC. Unfortunately it seems that the website was a fraudulent site. With a case like this, the only recourse is getting a charge back on your credit card as you tried. You can report it to the Canadian Anti-Fraud Centre but they only gather information and do not take any actions on behalf of consumers. Sorry we can’t be more helpful to you.
I ordered something online about 6 weeks ago. When I go to check the website with the tracking number provided, it says that the website is ‘down for maintenance’ and to try back. I have tried for a few weeks now. What can I do?
Hi Michelle, thanks for reaching out to us here. Depending on how much time has passed since it was expected to arrive, I would suggest contacting the business. Are you saying that the tracking website is down or the actual business’s website? If the business website is down try calling them directly to see what your options are. If you decide you would like to cancel your order, I would suggest using the information in the blog post. It goes in depth about what your options are in these situations. Please let me know if you have any questions about the steps we offer in the blog post. Best of luck!
I have not received my orders yet where are they
Hi Sandy, can you clarify your question? If you have ordered something online and haven’t received your item, the first step would be to contact the seller directly. Please let me know if there’s anything I can assist you with.
People should remember that if you buy on Amazon, eBay, Etsy, or anywhere like that, you can usually file an item not received claim. They will then refund you.
Hi Gary, thanks for your comment and good point. Going back to the supplier to see what options they have available is always a good starting point. đ
How does pne do that?
Hi Margaret, can you clarify your question?
Thatâs not always the case I bought over a thousand dollars worth of womenâs clothing and never received. I then contacted Pay Pal they opened a claim then the overseas company offered me 10.00 dollars ha then the company started sending a boys small black jacket I received about twenty of the same jacket four and five a day for a week. Now have twenty five black boys small jackets because Pay Pal contacted the company. I called PP and told them about the issue. The coats were sent from a company with a different name so I donât know for sure who sent them.
Now since I contacted PP and told them the issue they changed the wording in my dispute and it now says item isnât what I ordered. And PP has now delayed my refund another 15 dayâs to give this company time to respond again. They also want me to mail back all these coats to the company on my dime and also show proof I fled a report with a state government authority or local police department and want it on letterhead within 3 days. Or pay pal will cancel my claim and find it for the sellers’ benefit. They give these companies so many chances but the person that spent the money only gets three. Days. I have already waited over 2 months with Pay Pal to do something and allâs I wanted was my money. I explained to Pay pal I have no idea if it was the same company I ordered with that sent these twenty five jackets because of the label is a different name on the label and they said they had to charge my claim and reword it or they would just cancel it. Iâm not filing a report on some company if I donât know for sure if they are the ones that are involved I guess Iâm out over a thousand dollars and these companies do this to people all the time you can not contact them it is an automated system with automated response thatâs why every time I or Pay pal contacts then they send an automated response of so sorry for your hard time can we issue you ten dollars for our mistake you over and over again and again. Never buy anything off these stores on Instagram itâs all one big company with many names and you can not get a human response to anything. I donât understand why FB and Instagram keep letting these companies sell on their sites and bull with Pay Pal ever giving you your money back
Hi Denise, I see that you have commented on other people’s posts as well but I will reply here. First of all, this sounds very frustrating and sorry to hear about your experience. You have taken the right steps by contacting the company and then PayPal. Unfortunately, the law in British Columbia does not speak to receiving a charge-back from your credit card provider or PayPal. I’m not sure where you are located but if you are not located in British Columbia, I would strongly recommend that you contact your local consumer protection agency for guidance. I’m sorry we can’t be of more help to you but perhaps keep trying to resolve the issue with PayPal is the best at this point. Best of luck to you, Denise.
I am currently having the same problem Denise – I was sent a cheap key chain instead of the sweater I ordered, now Paypal is showing I did receive my order. They want to file a local complaint witin 3 days and this has been going on for 3 months đ
The portals that benefited from the sale should be held accountable for their unethical business partners…partners are partners after all!! FB, instagram, Pinterest…whoever makes a buck off of these transactions should be held just as accountable for the fraudulent sale just as much as the actual seller. After all without their portal, there would be no transaction!! Maybe that would cut down on the people who have no place selling anything online! At least make the big portals look into who they partner with before they blindly take whatever percentage they are receiving.
I contacted Ebay but they would not even help me. They kept saying to contact the seller. I finally filed a dispute. with my bank card.
What do I do if the item I was delivered doesnât even remotely resemle the item I ordered. The company email is no longer working!
Hi K. Wall, thanks for reaching out to us here. Here is some info from our website about returning goods. If you were sent the wrong product, you have a right to work with the business to ensure you either get a refund or get the correct product.
If the company email is not working, try giving them a call to find the best way to contact them.
The first thing to do is to contact the business and ask that they fix the mistake. They may be willing to send the correct product or issue a refund. You may be asked to return the product but you should not be asked to pay for the return shipping.
Keep track of your communication with the business. Send a cancellation request directly to the business in a way that allows you to get proof of delivery (registered mail, fax or email). Here is a link to a cancellation form that you can use: https://www.consumerprotectionbc.ca/wordpress/wp-content/uploads/2017/08/Cancel-your-distance-sales-contract-for-not-receiving-the-goods-or-services-within-30-days-of-the-supply-date.pdf. Ensure you explain to the business exactly why you are asking for a refund, or the correct product. Keep copies for your records and be sure to follow up with the business.
If you do not receive a refund within 15 days, contact your credit card provider and ask them to reverse the charges. Info about how do to this is in the blog post above.
Keep in mind that businesses are allowed to set their own refund, return and exchange policies. You should always ask about these policies before making a purchase. I hope this is helpful and best of luck!
I placed an order and paid extra for arrival in 8 to 10 days. I purchased as a guest so now when I go the site it says no previous orders. They will not respond to many emails. I have the charge on my card statement but Ive been nothing but ignored by them. I don’t understand. I don’t even want my 71.00 back I want my order
Same thing happened to me now I have over twenty young boys jackets all the same and lost out on over a thousand dollars because Pay Pal wants my left arm to prove I didnât receive my item Iâve been fighting this for over a month now and still havenât got my refund back
I ordered clothing online about 2 months ago, and I never received notification that it has shipped and my order on the clothing website says the same thing that it did when I first ordered, which is something like âyour order is being processed.â
There is no phone number for the company, just an email address and I have sent many emails to them asking what is going on with my order and no one replies.
I just recently looked at the companyâs Instagram account and I now see other comments under the photos with the same issue, that people have ordered things and have never received anything and cannot get a reply to their inquiries.
Iâm not sure what to do now?
Hi Brittani, thank you for contacting us on this blog. In your case, the company may have gone bankrupt or it may have been a scam from the beginning. What we may suggest is to contact your credit card provider and explain the situation and see if you can get a chargeback. We hope this method works for you!
Exact thing happened to me. Itâs one company with many stores and many store names and when Pay Pal contacts them they stand an automated message and offer 10 dollars to settle. I spent 2000 dollars. Iâm not settling for 10 then since they were contacted by Pay Pal I started receiving coat after coat four and five a day for a week of hue same coat, boys size small black. Pay Pal wants me to send them all back on my dime and to file a police report because this company had a tracking number now because of sending the coats donât tell me that this company doesnât know what itâs doing. And this has been going on for years itâs a big scam buyer beware
I ordered some clothing online on sept 4th, the orders above 150 USS include a non trackeable shipping what is suppose to be deliver within 7-21 business days , Iâm already on my 23 business days, I contact them and they Said must be a problem with Canada they might put taxes on my order or keep my order , but I have been ordered things online before and never had this problem , they said I should keep waiting but if I do I will pass the 30 days you mention in here to be able to get my money back. Please could you help
Me ? The company is settled in Australia
Hi Valeria, thanks for reaching out to us here with your question. I think you may have misunderstood the 30 day aspect of the blog post. To clarify, if 30 days passes after the expected delivery date (the day they said the package would reach you) and you still have not received your package, you are within your rights to cancel your order and receive your refund. So, for example: if your package was scheduled to be delivered no later than Oct 1 (the supply date), and 30 days later on Oct 31st, you still haven’t received your package, then you can send them a cancellation form to cancel your order and request a refund. You can do this by following the detailed step-by-step instructions on this page of our website in the “my product never arrived” part. It’s up to you if you would like to wait for your order to arrive or cancel and receive a refund using the steps I shared in the link above. If you have any questions about the information I shared, please let me know! Best of luck!
What if they sent a tracking number to Pay Pal but sent the wrong things twenty five of the sage childâs coat to your address now it looks like you have received it to Pay Pal and what if you can not contact this company everyone is complaining about because this company has May names on Instagram and FB they never use the same store twice and donât offer a phone number or link to their email. They are trying to
Offer 10 dollars instead of a full refund they will not give you your money back and Pay Pal Keeps playing along with it. Iâve been trying to get my 2,000 dollars back from Pay Pal and this Instagram company now since November of this year.
Hi Amanda,
Just wondering if I want to get charges reversed on a purchase that turned out to be a scam can I do so if I bought items on my debit card or is it only credit cards? If they can’t reverse charges on debit cards is it just a case of tough luck and I’m out of pocket?
Thanks,
Amy.
Hi Amy, thanks for reaching out to us here. While I don’t have all the details of your situation in front of me, generally speaking, debit card purchases do not have the same protections as credit card purchases. You may be interested in talking to your bank to find out if they offer any insurance/protections for purchases on your debit to find out for sure. I don’t know the details of your purchase, but there are options depending on what it was you purchased, and through who. If you bought something through Amazon, for example, and the seller turned out to be scamming you, you may be able to secure a refund through Amazon. You may also be interested in contacting the Canadian Anti-Fraud Centre so that they are aware of the scam. Here is a link to their incident reporting page: http://www.antifraudcentre-centreantifraude.ca/reportincident-signalerincident/index-eng.htm. I hope this is helpful and please feel free to call us if you would like to know more – 1.888.564.9963. Thanks!
Hello Amy I know this post is old however Iâm going through exactly what you went through and wondering how did the situation turn out for you ?
Hi,
I got delivery notice from âXâ company on Thursday. In that notice was an information that my package delivered to the closest pickup/dropof point. I go to the spot(it was convenience store) next day morning Friday 10:00am, showed delivery notice with their addresses. The lady was very kind and she tried to find my delivery. While she finding, she asked my address and was surprised to hear it. I asked about the reason? And she gently explained me that she owns second convenience store right in my building, âXâ company can leave the package over there. After I was surprised to, and it was how I figured that this is not the closest pick up spot for me:) this one was 5 km from my building. She did not find my package, gave me contact to âXâ. I started to call them. âXâ told me that they will figure out what is going on, and they will call me back as soon as possible(never happened). On Saturday I called âXâ second time they started the procedure again as I never spoke to them. I asked manager, manager is not there on Saturday. But the guy from call centre said that he will try to help me with it and will call me back with answers(never happened). My third call was on Monday, the same procedure a lots of questions to figure out who am l and what I need, after I heard we will call you back in one hour. Miracles happened, âXâ called me back and said that everything is ok with my package and it will be delivered to me on Tuesday from 8:00am till 8:00pm. In case of my unavailability they will send it to their office which is 30 km from my building. I asked if they can drop it off somewhere closer to me, and if their driver can call me on his way to my building or when he will arrive to meet him in lobby? Answer was that they put this information in delivery, and also that all pick up/drop off points are full, so they have to send it to their main office(30km from me), if I will not be at home. Next day on Tuesday nobody showed up, there was no delivery notice on that day, literally nothing just silence. On Wednesday I called them and asked where is my package? You will laughing! Again same procedure, holding on phone 45 min and finally answer was your package in main office. I tried to figure why it is there why they send it there? This person didnât have answers and manager wasnât available. So they just push me to pick up it at main office, which is 30 kilometres far from my home, saying that I have options: send it to my address again, or I can pick it up in main office.
I started this post to share my experience, maybe some one has the same. And it is just dry pattern information without all those dialogues, where I wasted about 4 hours on the phone.!
To sum it up, what can be my next steps, where I should call, mail, or go?
Can l do any claim to competence organization, and which organizations control this service.
Please HELP!
By the way Iâm from Toronto.
Thanks in advance!
Hi Ivan, thanks for reaching out to us here. To clarify, you are having troubles finding an appropriate time/place to pick up your package from the delivery service/post office? Have you considered asking them to drop the package off at your place of work or a friends house (who will be home at the time of delivery)? That may make things a bit easier, as it sounds like the current location does not work for you. I don’t know if the blog post here applies to your situation, because the package is ready to be picked up/has been delivered> It also sounds like the business you ordered from is not the one causing the issue, its the delivery service/post office that you’re having problems with. Is that accurate? I think your best bet in this situation is to try and work out a new delivery location so you can be there when the item is delivered. If you’re frustrated with how the delivery service/post office is handling the situation, you can try and go through a complaints process (if they have one) or try to escalate the issue to management. While this issue it outside of our legal authority, we’re happy to provide information and referrals. Please let me know if you have any more questions. Thanks!
Hi,
I got delivery notice from âXâ company on Thursday. In that notice was an information that my package delivered to the closest pickup/dropof point. I go to the spot(it was convenience store) next day morning Friday 10:00am, showed delivery notice with their addresses. The lady was very kind and she tried to find my delivery. While she finding, she asked my address and was surprised to hear it. I asked about the reason? And she gently explained me that she owns second convenience store right in my building, âXâ company can leave the package over there. After I was surprised to, and it was how I figured that this is not the closest pick up spot for me:) this one was 5 km from my building. She did not find my package, gave me contact to âXâ. I started to call them. âXâ told me that they will figure out what is going on, and they will call me back as soon as possible(never happened). On Saturday I called âXâ second time they started the procedure again as I never spoke to them. I asked manager, manager is not there on Saturday. But the guy from call centre said that he will try to help me with it and will call me back with answers(never happened). My third call was on Monday, the same procedure a lots of questions to figure out who am l and what I need, after I heard we will call you back in one hour. Miracles happened, âXâ called me back and said that everything is ok with my package and it will be delivered to me on Tuesday from 8:00am till 8:00pm. In case of my unavailability they will send it to their office which is 30 km from my building. I asked if they can drop it off somewhere closer to me, and if their driver can call me on his way to my building or when he will arrive to meet him in lobby? Answer was that they put this information in delivery, and also that all pick up/drop off points are full, so they have to send it to their main office(30km from me), if I will not be at home. Next day on Tuesday nobody showed up, there was no delivery notice on that day, literally nothing just silence. On Wednesday I called them and asked where is my package? You will laughing! Again same procedure, holding on phone 45 min and finally answer was your package in main office. I tried to figure why it is there why they send it there? This person didnât have answers and manager wasnât available. So they just push me to pick up it at main office, which is 30 kilometres far from my home, saying that I have options: send it to my address again, or I can pick it up in main office.
I started this post to share my experience, maybe some one has the same. And it is just dry pattern information without all those dialogues, where I wasted about 4 hours on the phone.!
To sum it up, what can be my next steps, where I should call, mail, or go?
Can l do any claim to competence organization, and which organizations control this service.
Please HELP!
By the way Iâm from Toronto, and they pushing me to pick up package in Mississauga :(.
Thanks in advance!
Hi Ivan, thanks for reaching out to us here. To clarify, you are having troubles finding an appropriate time/place to pick up your package from the delivery service/post office? Have you considered asking them to drop the package off at your place of work or a friends house (who will be home at the time of delivery)? That may make things a bit easier, as it sounds like the current location does not work for you. I donât know if the blog post here applies to your situation, because the package is ready to be picked up/has been delivered> It also sounds like the business you ordered from is not the one causing the issue, its the delivery service/post office that youâre having problems with. Is that accurate? I think your best bet in this situation is to try and work out a new delivery location so you can be there when the item is delivered. If youâre frustrated with how the delivery service/post office is handling the situation, you can try and go through a complaints process (if they have one) or try to escalate the issue to management. While this issue it outside of our legal authority, weâre happy to provide information and referrals. Please let me know if you have any more questions. Thanks!
Received an online order with 3 items I didn’t order, missing an item I did order. No charges made to me on the 3 surprise item. Contacted customer service, took photos of shipping labels, boxes items arrived in as well as the items. Asked to ship or drop off the surprise item, returned to store. Still waiting on my missing order for item, been a week of back and forth, their security cameras show it being packed together, now wondering if the boxes look tampered with, I don’t know (gone to curb). I just want the shoes I ordered as a gift…what should/can I do?
Hi Colleen, sounds like you’ve taken all the right steps to deal with the issue. If the company says that it has been packaged and shipped it is hard to do anything else at this point. This time of the year mail system is pretty backed up too so it may just be taking extra time. If you don’t receive your package within a reasonable timeframe (this can vary whether it’s been shipped domestic or international), you could ask for a refund from the company, if that fails then you can go through your credit card company. Hopefully, the shoes show up soon so you don’t have to go through this process though.
I have an online purchase to share. I came across the company on facebook. Looked at the website and decided to make a purchase as there was a discount. I made my first purchase early October 2018 and a few days later made another purchase with the same company. The first order arrived. My second order was missing a piece. I had ordered a 2 piece item and a 1 piece item for a total of 3 pieces. But I only received 2 pieces. Contacted the company by email — no response. Contacted them by messenger. They tell me colleague will answer email. I receive an email asking me to clarify what is missing. I respond and have not heard from them again. I have sent them more emails waiting for a response. I even sent them the form that Consumer Protection gave me (failure to deliver goods)
I called PC Financial the other day and explained the situation. PC Financial has compensated me with PC Points equivalent to the amount of the purchase.
I am happy now and will never buy from that online company again. I will gladly share the name of the company if allowed.
Hi Donna! Thank you so much for taking the time to share your experience. I’m happy to hear you are satisfied with the resolution.
I am based in UK and ordered something first week December to be delivered in Singapore as a Christmas present for my Mother.
The package never arrived and I have contacted the Canadian online shop for help. The company said the post didn’t have the full delivery address which was strange as I double checked my receipt and it is correct.
They don’t reply for days and I chase them up for an answer. They said they are in the midst of changing warehouse and will send me the product to me in February. That will be too long of a wait and I asked for a refund. I haven’t heard a reply since.
I wrote an honest review on their website warning other consumers about their poor customer service and found that my review got deleted.
I am wondering if this company is either poorly managed or a scam. Either way I want my money back but I am based in the UK and used my debit card. I don’t know what else to do, or if I have any sort of protection as I am not in Canada.
Amanda can you please offer me some advice?
SS
Hi Sean, thanks for your questions. Generally, the consumer protection laws come into force based on where the consumer is located – so, in your case, UK consumer protection laws regarding online purchases would be applied to your situation. You may be interested in finding out what regulatory body or agency in the UK oversees these types of contracts. With that said, you can still try to use our forms and the process outline in the blog post – although our forms and BC laws would not be enforceable by law – it may be enough encouragement for the business to provide you with your refund. Did you send them a cancellation form to let them know that you would like to cancel your order? If not, I would suggest reading through the information in the blog post, as we’ve outlined some basic steps as to how to go about cancelling your order.
Like the blog post mentions, in BC, if the business refuses to provide a refund, your recourse is through your credit card provider. You can request that the charges are cancelled/reversed. According to the Business Practices and Consumer Protection Act (BPCPA), section 52, the credit card provider must cancel/reverse the charge and any interest if the request meets the requirements (these requirements are listed above in the blog post). Again, the information in the blog post will tell you what you need to know. I hope this is helpful and best of luck.
Hi
I ordered something off line from a website first I never received a confirmation email. I went back on line to there web site and it says that it doesn’t exist. What do I do now and how can I get my money back.
Hi Soraya, thanks for your question. I would suggest calling your credit card provider to request a charge back. The information on how to do that is in the blog post! Thanks
I am originally from the UK and now live in Canada. The protection you receive for credit card purchases in the UK is covered by the Consumer Credit Act.
The protection is not dissimilar to Canada.
Your credit card company can make a charge back against the seller upto 90 days after purchase.
Hope this helps.
Hi, I purchased an item from someone back in December. Everything seemed to be legit until the sender gave me the supposed tracking number. When I try to track the number through the Usps site it says that the number is invalid. I have tried contacting the seller, but for a month now he has been very unresponsive. Can I still do a cancellation request if I just bought something off of a person and not a company? And if so would the process be different if the person is in the United States? I have all the senders information, I just don’t know how to proceed.
Hi Kelly, thanks for the question. Is this person selling something off craigslist or something like that? The laws that we’re responsible for speak mostly to business to consumer transactions, so I’m not sure if the cancellation request would be enforceable by law. That said, it may be worth a try. Did you pay through credit card? You can also try to contact your credit card provider to see if the charges can be reversed. With not knowing much about the transaction, it’s hard for me to provide helpful info. You may want to call our inquiry centre for a more thorough look at the situation. If our laws don’t apply, we will try our best to provide you with info or a referral to someone else who may be able to help. Our number here is 1.888.564.9963. Thank, Kelly. I hope this helps!
Hi, I put in an order 3 months ago for something online. I have tried multiple times to contact supplier via email, as they dont have a listed phone number, to no avail.
So they charged my visa debit, sent me a confirmation email, however that’s as far as I got.
I have sent many emails with no response.
I am wondering where i go from here?
Thank you in advance for any information.
Hi Melanie, thanks for reaching out to us here. That’s tricky. It makes it difficult when you’re not able to get in touch with the business. You can try the steps outlined in the blog post (sending a cancellation form to the business via email), and then contacting your debit card provider to see if they have any protections in place when a business does not provide you with the product you ordered. Generally speaking, if the supplier does not provide you with a refund, the recourse available to you is through your credit card provider – however, I’m not sure what protections a debit card offers in these situations – that said, it doesn’t hurt to try. I hope this helps and best of luck!
Hi,
Iâve just started selling my t- shirts online, and I offer a free shipping (untracked) and an upgraded option (faster and tracking number). I design here in Canada but my printing partner is in the states and so for International orders, including Canada the package will go through two post systems. It hasnt happened yet ,but Im worried if either countries post misplaces my package ( which they are known to do) I will be left to foot the bill… and how could I or the customer prove that the package wasnât received if the post is indeed to blame? Should I / could I put a clause in my Policies stating that I cant guarantee the non tracked option?
Postage is so expensive and really turns people off so I do want to offer the cheap alternative… I currently recommend the tracked option. But if I got charge backs after I did everything right it wouldnât be fair. Ive also heard of people charging back when they received packages and claim they did not. It seems there are a lack of protection on both sides and a lack of accountability on the post system. Any ideas on how to work around this ?
Hi Roc, thanks for your question. Here at Consumer Protection BC we oversee business to consumer transactions and aren’t in a position to offer business or legal advice to businesses that we do not licence or regulate. You may be interested in talking to a lawyer about your shipping policies. The Canadian Bar Association offers a Lawyer Referral Service where you can speak to a lawyer for 30 minutes for approx $25. I hope this is helpful and best of luck!
Hello Consumer Protection
One more “package who never arrived question”.Ordered one expensive thing trough a web page i have checked out before in every way possible and did a check trough some scamadviser pages who turned up with green light.After i payed through my bank account and PayPal sadly nothing turned up after the expected time and they stopped answering mails.They had offices in USA and Great Britain but there is no way to reach anyone behind that web page.What to do !?.Am i fooled this time when Banks and maybe PayPal probably tell you to wait in an ongoing investigation for a long time.Thanks for any answer.
Hi Pier, thanks for your question. Other than the steps we have outlined in the blog post, you may be interested in contacting PayPal to let them know about what happened – they may be able to help you with this. Again, I would suggest reading the steps in the blog post for suggestions on how to proceed. I hope this helps and best of luck!
Hi,
I ordered a few items online, and only discovered that they were “final sale” when it was too late to cancel. I called the company before my items were shipped, and was told the same thing: the order cannot be canceled. The lady on the phone then recommended to me to simply not pick up the package from Canada Post office.
Will I be able to get a refund from the company if I follow her advice? I placed an order in the beginning of February, and the package is currently waiting for me at the postal office.
Thank you!
Hi Elfie, this is certainly a tricky situation! Retailers (online or brick and mortar stores) are able to set their own refund, return or exchange policy so if the items you bought were final sale, then they are allowed to do that. One thing you could look for is to see if you have received a “contract” or an order confirmation containing all the required information. The list is listed on this page of our website. If you didn’t receive an order confirmation or it didn’t have all of these required contents, you may be able to cancel using our form, which is also on that page.
The last resort may be to contact your credit card provider and see if you can receive a charge-back. Either way, please make sure to move quickly on these processes. I hope this information helps!
Hi Shoko,
Thank you very much for your reply!
I decided to fill out the cancellation form and email it to the company as soon as the package is sent back to them via Canada Post. I have not picked up the package.
If they refuse to refund the money, I will then contact my credit card provider, as you recommended.
Hi Elfie, thanks for the update. Please let us know if you have any questions! Best of luck.
What if the online store has no return/ no refund policy and the wrong item was delivered to me. They have stopped answering my emails and they also mentioned I have to pay for the shipping back to them. I have read many reviews about the fact that when customers return items back to them, they never get the store credit/ reimbursement that was promised. What should I do in this situation? The store is fashionnova, by the way.
Hi Mimi, thanks for your question. I did a quick google search and found Fashion Nova’s return and refund policy here. I would continue trying to communicate with the business and explain you would like a refund or the correct goods. You may be asked to return the product but you should not be asked to pay for the return shipping. Keep track of your communication with the business. If you are still having a hard time returning the item or receiving your refund, send a cancellation request directly to the business in a way that allows you to get proof of delivery (registered mail, fax or email). Ensure you explain to the business exactly why you are asking for a refund, or the correct product. Keep copies for your records and be sure to follow up with the business.
If you do not receive a refund within 15 days, contact your credit card provider and ask them to reverse the charges. These steps are outlined in the blog post. I hope this helps and best of luck!
It says to contact them first or they wonât issue a refund if you just ship it back. But you can not contact the company itâs an automated system running these web stores
I had placed an order with a clothing company who I have never experienced any problems in the past. I placed an order on 20th Marh and money was taken out of my account on 21st March but i have not received the order which should take 2 working days. I have contacted the seller but no luck in retrieving the money or the order. What do i do? why are my consumer rights?
Hi Tara, since you’ve already contacted the seller, I would recommend that you take a look at the header “Still nothing?” in this blog post and then try the process outlined in “how to cancel”. If you are still not getting your refund, then try the next step outlined in “what to do next” and hopefully your credit card company can refund you the money. We trust that all of the information you need is in this blog post but if you have any questions about the process, please let us know!
I’ll try to explain this best I can. Five months back, I bought clothing for someone off their Amazon Wishlist with the standing agreement between us that, when they receive the items, they’d take pictures showing off the clothes and email me those pictures. This is something they’ve done for years – and that eased my suspicion.
We talked in the first month then I didn’t hear anything from them until recently. After five months, I was fed up with waiting and asked the person about being refunded what I spent on the clothes. Took a few weeks before they got around with a reply… which was just blocking me.
Can I file a complaint somewhere, or pursue some kind of legal action? Or do I just call it a loss and let it go? They live in Ontario – I don’t know if that complicates the matter or not.
Hi Hayden, thanks for your question. I’m a little unclear on whether or not this is a business to consumer transaction. Are you a business? The laws we’re responsible for that address contract cancellations speak to the cancellation rights of consumers (when dealing with a business) only. We are also not in a position to offer legal advice. If you are looking to pursue legal action against this person, I might suggest you contact a lawyer for advice on how to proceed. The Canadian Bar Association offers a Lawyer Referral Service where you can speak to a lawyer for 30 mins for approx $25. I hope this is somewhat helpful and best of luck. Please let me know if I’ve misunderstood or if anything is unclear. Thanks!
Hi,
I’m a NYC resident who purchased an e-reader (almost 500 USD worth) from a Canadian (Vancouver-based) online redistributor. They sent the item through USPS and, apparently, the address on the label parcel was incomplete, so it is now being returned to the sender. USPS procedures don’t allow me, as the intended receiver, to fix the address (since they have to “honour the information provided by the sender”); only the sender can take action. I’ve contacted the sender requesting them either to contact USPS or initiate a refund. After one reply on Tuesday, saying that they would contact USPS, I’ve sent three more mails but I haven’t got any replies yet.
Any advice to seek remedy, given that I am a NY resident and the company is Canadian?
Thanks a lot for your help.
Hi,
I’m a New York City resident who ordered an e-Reader device on 6th March from a well-known Canadian (Vancouver-based) company that distributes that particular brand. I paid through PayPal both the price of the device and the shipping charges (around 500USD all together). They sent the device to me at the end of March through USPS, but I received a message on 16th April from the automated USPS system saying that the address on the parcel label doesn’t exist. I checked the address I provided to the e-Reader company and it was indeed correct, so either they printed a wrong address or the label got damaged after they shipped it. USPS doesn’t allow me, as the recipient, to specify the correct address, since “they have to honour the information provided by the sender”. So I contacted the e-Reader company and asked them to contact USPS to fix the error, so that I can receive the parcel. They told me a week ago they were going to contact USPS “to see what they could do”, but they never got back to me with any solution. I have written one mail per day to the e-Reader company asking for an update on my problem and requesting a refund if I don’t get the device, but I haven’t heard from them. I’ve also sent 2 SMS to their Support, SMS-enabled mobile phone, but nobody has replied so far.
How should I proceed in this case, given that I’m a NYC resident and this company is Vancouver-based? Should I turn to legal counseling, plus releasing this case to the public, so their potential customers are aware of the customer service malpractice of this company? Is there any arbitration institution for such cases?
Thank you very much in advance.
Best regards,
Antonio
Hi Antonio, thanks for reaching out to us here with your questions. To clarify, we are not in a position to offer legal advice, so I won’t be able to offer any guidance on that aspect. What I can tell you is that we always suggest trying to work issues like this out with the business directly, as it usually is the most efficient method to reach a solution. You may be interested in continuing to be persistent with the Vancouver company to resolve the issue with USPS. If you don’t receive it and are unhappy with how the business is handling it, you can try to contact PayPal to explain the situation and see if they would be willing to offer a charge back. The laws we’re responsible for in these situations are for consumers located in BC, Canada – so I don’t know how valuable our advice in the blog post would be for you, however it wouldn’t hurt to try. I hope this helps and best of luck!
Thanks, Amanda! I will follow your advice.
Best regards,
Antonio
No problem, Antonio! I hope it works out for you.
I made an order back in May that was a pre-order for some collectibles I collect. Itâs now the end of July and Iâve emailed them each week to see when my items would be shipped. They havenât responded at all. There is an option on the website to cancel my order but when I try to cancel, I never get any response whatsoever. Iâve began emailing the shipper 1-3 times a day now and still havenât heard anything at all.
I have already been charged the full amount but I would rather just get it back considering that the pre-order statement told me that the products would be out by June.
Any help please??
Hi Cade, thanks for reaching out to us here. Have you had a chance to read what we suggest in the blog post? I know you mention that you’ve been unable to get in touch with the company using their cancellation option on their website. However, have you tried the form that we suggest in this blog post under the “how to cancel” section? When you send our form to the business in a way that you can confirm that they received it (by email, mail, or fax), the law gives the business 15 days to refund you. If they don’t, you can follow the steps under the “what to do next” section – this is where you request a refund through your credit card provider. I would suggest reading through the blog post in detail and following the steps outlined in each section. Please let me know if any parts of it are unclear! I hope this helps and best of luck!
I’m an online retailer in Ontario and I have a question about the reverse of most comments here. We’ve sent out a product and for whatever reason, the buyer decided to not pick it up. It was sent back to our warehouse. At this point we haven’t refunded anything back, but I feel we should be factoring in the shipping to the consumer and the cost for the carrier to ship it back to us when determining the refund amount. Is this a common practice? Really we are just looking to break even on the transaction, but we’ve already paid freight twice, so it will cost us money if we refund the full consumer amount. Please let me know what you feel is a common practice for retailers if you’ve run across this before.
Hi Jeff – thank you for asking a question here! Hmm, this is definitely a tough one for us to answer because you are a business and located in Ontario (we’re BC regulator). I’m sorry we can’t be much help here – but perhaps ask other online-based businesses similar to yours?
I made a purchase on September 25 online from a company in Canada and had to return the item because of poor fitting. I returned the item to the company on October 9 and was informed by the company that they had received my retired item. On 10/10 the company told me I should receive a refund within 7-10 days. On 10/14 when I had not received my refund or even heard back from the company, I emailed them again asking about my refund and basically keep getting told the same thing ( that they have given the info to their accounts team and they will contact me.) It is now November 18, and I have yet to hear back from them or receive my refund. Can I still go to my credit card company and request to cancel the payment even though itâs been over a month ago. What can I do to get my refund?
Hi Maddy, thanks for reaching out to us here. That sounds like a frustrating situation. Good for you for trying your best to work with the business directly – we usually suggest that as the first step because it’s almost always the most efficient way to resolve the issue. If the business is non -responsive and you still haven’t been refunded, I would suggest you contact your credit card provider to request a charge back. Before you contact them, I would ensure you have all the relevant documentation ready to go (your initial order, the company’s return policy, your communication with the business, proof that you returned the item, etc). That way you’ll have everything ready to send to your credit card provider if they request it. If you run into problems requesting a charge back, try giving us a call and we can try our best to point you in the right direction. Our phone number is 1.888.564.9963. I hope this is helpful to you and best of luck!
Hi Maddy, ordered some items from a website which never got to me. Went back and forth with the company and they kept saying theyâll look into it but it was never resolved. They told me to request a cash back from my bank eventually but my bank said they donât do charge backs. What else can I do?
Hi Adesewa, thanks for reaching out to us here. Have you followed the steps outlined in the blog post? Have you sent the cancellation form to the business (this is explained in the blog post)? If so, your credit card provider should be able to provide charge backs as long as its within the amount of time that they allow on their specific policy. You paid by credit card?
Hi Amanda. I would like to found out, what can I do when something I ordered never came and instead, I received something else. I ordered Adidas sneakers while I got a scharf. When I informed the company in the UK about the issue (sending them all the proofs, pictures) they respoded that this is not their fault but the fault of the logistic company and that they cannot do anything. As a solution, they propose and now insist to refund me 43% of the costs while I keep the scharf. They argue that sending back this delivery would cost me a lot and also take a very long time, so it is meaningless. I dont want to keep this delivery and I want a full refund. What can I do now? They also have their refund policy stated on their webpage so when I was trying to refer on it, they just insist on their own. Please help! Thank you.
Hi Ana, I would suggest heading to this section of our website: https://www.consumerprotectionbc.ca/consumer-help/problem-with-an-online-purchase/. Go to the drop down menu entitled “I got the product, but it’s just not right”. If you are unsatisfied with the options the business has offered you, I would suggest sending them a cancellation request stating that you would like your money back or like the correct product to be sent to you. You should not be asked to pay for return shipping to return the scarf. If the business does not refund you within 15 days, your recourse is through your credit card provider. Like it says in the blog post, you should at that point contact your credit card provider and request that they reverse the charges on your account (be prepared to share your communication with the business and proof of what happened). The details of this process are explained in this blog post if you’d like additional info. I hope this helps and best of luck.
I purchased something on my credit card online on December 20, 2019 for express delivery. It stated that I should receive the item with in 5 to 8 business days. It is now January 4, 2020. I still have not received the item. When I clicked “View Order” to see if I can track it and I was sent me to a page that said “This shop is unavailable”. It looks as if my purchase was from a fraudulent site but for record keeping purposes I wrote a follow up email inquiring about the status of my purchase and I’m about to fill out my cancellation form. Will I still be able to get a refund from my credit card company.
Hi Sean, thank you for the detailed information. I think it was a good idea that you wrote a follow-up email to the company as credit card companies want to see that you have attempted to solve the issue with the company directly first. Just make sure that you have all receipts and copies of your attempt to communicate with the company before contacting the credit card company. As we do not regulate credit card companies, we would not be able to guarantee that they will provide you with a refund but hopefully they will. Good luck, Sean!
Hi,
I bought 2 items from Costco online service but I did not receive them because the driver left them at front door and the were stolen.
The value of both are near 4500 Cad. I was really nervous and worry about this problem.
When I called Costco they told me everything will be ok and don’t worry sir, just file a Police report then we gonna send you new items or refund.
When I file the police report and sent to Costco LP department that are responsible for investigation, they told me your claim is denied and you have to dispute with your financial institue.
I just want to know do I have any chance to see my money back or I have to forget 4000 dollars?
Regards,
Hello and thank you for your question. As Costco suggested, you may want to contact your credit card company. Have all of your paperwork ready such as receipt, police report, correspondence with Costco as your credit card provider may ask for proof that you’ve tried to resolve the issue some other way. We do have a blog post about this process here. We hope everything gets resolved and you will be able to get a refund.
I ordered two bras from shoppy daily they are different sizes and don’t fit. I tried to contact them -they told me that they had responded to my Email but I didn’t get any information on how to return. There wasn’t any thing in package on return . the address on package is Jon , bent rd, Auburn . Al. 36830. What can I do!
Hi Betty, thanks for reaching out to us here. It sounds like you need to get in touch with them about how to return the items. I looked on their website, and this is what is says: “Shoppydaily offer exchanges only when the product arrives defective or the size is not correct. To be eligible, you need to contact us via email at Info@ShoppyDaily.com within 7 DAYS (maximum time frame) after receiving the package, otherwise, the store won’t be able to offer a return/refund.” You would likely not be able to request a refund from your credit card provider or cancel the order, because you’ve received the items and they must be returned in order to move forward.
I order 2 things at 139.00 a piece on Dec. 11 and 13 from the same retailer they said I should get delivery in 21 days they sent me a tracking number when I tried to track it it said no information I let the retailer know this they shut down there site and have not responded to any of my emails as of this date of 2/11/2020 I still have not recieved my purchases I’ve disputed the transactions and my bank card told me on one dispute the had no control over what I purchase or if I receive it on the other dispute they said they contacted the retailer and they said I was not entitled to a refund where do I go from here it’s now been 60 days
Hi Julie, thank you for contacting us and asking a question. You have certainly taken the right steps by first contacting the company and then your credit card provider. Unfortunately, when an online business shuts down, it’s really hard to track them down. If you know that the company has gone bankrupt, you may be able to find out who the bankruptcy trustee is but this process may be hard as the company may not have been operating out of Canada. Unfortunately, you may not have any recourse in this case. Sorry that we can’t be more helpful, Julie.
Hi Amanda,
I ordered a dragon boat paddle from Apex Sports (apexpaddles.com) on December 4, 2019. That week we did not receive any confirmation from them so I called them the following week. I did talk to someone who told me that they would not get to my order till the middle of January. I said I still would like the paddle and they charged our credit card on December 13. It is now the end of February and I have not heard anything from this company. I have emailed, left many messages using the same phone number, tried messenger and recently Facebook. I am not sure what to do. I hope every day a paddle shows up at my house. I was given the website information from a lady on my team that had previously bought from them. What should I do now? Is there any way to find out if this company folded? Please help me.
Hi Marlene, thank you for asking a question here. I have looked up the company website but it’s hard to know if it has gone out of business as they don’t have much information. One thing we can suggest that you may have not tried is to contact your credit card provider. Have as much paperwork as you can such as receipts and your attempts to contact the company and call your credit card provider. They may ask for those supporting documents but sometimes they can provide you with charge-back in some cases. Best of luck to you, Marlene!
I paid for an ultrasaber 2 months ago. They keep sending me an automatic message saying they are backed up and have been, it will take 3-4 weeks for my order and for them to reply to messages. Like said, been 2 months. I want a refund, told them multiple times, but obviously they are not getting the message. What can I do? I spent a lot of money on this. They didn’t even give me a tracking number, just an order number. I have no other information on where my package is, its status, or estimated delivery. Please help.
Hello, this is certainly a tough situation when you order something and you don’t receive the item. You may want to try sending our cancellation form located on this page of our website to the company – take a look under “My product never arrived”. Then quickly contact your credit card provider and explain to them that you’ve tried to contact the company numerous times and cancel the contract but you are not getting a response. The card provider may be able to give you a charge-back. I hope this information is helpful to you!
I have recently purchased a prosthetic item from a small company. I was sent a confirmation email of my order, but no email afterwards for shipping notification nor tracking number. All attempts of contacting them have been met with no response. On their website, they promise a full refund if the item has not arrived after 3 months of placing the order. What can I do when 3 months come by (it has now been 2)
Hi R, thanks for reaching out to us here. In this situation, I would suggest following the steps we outlined in this blog post. If you have any questions about the detailed steps, please let me know! Thanks
What happens if my purchase is for an event and the event never happened. I have been trying to get my credit card company to dispute it but because I waited so long for the company to provide it my credit card company said that they can not dispute. I have been dealing with this for over 6 months and I still can not get my refund. What can I do now?
Hi Tiffini, thanks for reaching out to us here. Are you able to get in contact with the organizers of the event or the platform where you made the purchase? If you can, I would suggest continuing to contact them and escalating this with their customer support.
I ordered an object off of an online site called shopyzaz.com. I went back to the site and it says the site no longer exists? What can I do?
Hi Olivia, if you never received the object you ordered and youâre not able to get in contact with the retailer for a refund, your best recourse may be through your credit card provider. You can find some more info on that process under the âWhat to do nextâ heading of this blog post. It sounds like youâre facing a frustrating situation, and I hope this helps you!
i ordered online..got the confirmation order was placed. days past and went to store. no confirmation it was there but they found my order from days before and filled it. 3 days later i get the confirmation that my order is ready at the store for pick up. can i pick this up again, or ask for a refund now and get my stuff for free. or do i let them know i picked it up already. its confusing times right now. is any of this against the law or do I win for once
Hi Justin, I canât predict what would happen if you tried this course of action. It is a difficult time for everyone right now and itâs important to try and be fair and kind. Iâm not able to give you legal advice here so I would suggest that speak with the store so you can find a solution that works for both of you.
What do you do when you order something from a website and the company has a confirmation email but never ships it? I have messaged them numerous times and it has now been four months and they will not give me a tracking number or refund my money.
Hi Kate, that sounds like a frustrating situation. In this case, you may want to contact your credit card provider and see if you can get a chargeback. We hope this method works for you!
I have ordered an item from BestBuy which I never received. BestBuy claims to have shipped it, and that the fault lies with Canada Post.
The agreed delivery date has been exceeded by over 30 days.
Can I cancel my distance sales contract considering the promised delivery date has been missed by over 30 days?
Hi Kevin, I would suggest contacting Canada Post directly first to see if they’ve attempted delivery. Afterwards, you can use the information in the blog post under the “What To Do Next” section. Best of luck!
I ordered something April 16. Itâs May 14 and the tracking still says accepted for delivery in China! Their website says 7-20 days. When I email them I get the same standard response that sorry for delay will expedite logistics?!
I ordered from Latticebell
Hi Theresa, in that case, you may want to reach out to your credit card company and request a reversal of charges.
Hi I am ordered items online before four weeks and up to know l didn’t get any response my my letter I wrote for them so it’s was the date aprill 14 2020
I ordered something April 14. Itâs May 14 and the tracking still says accepted for delivery in China! Their website says 7-20 days. When I email them I get the same standard response that sorry for delay will expedite. And I ordered from website wish !?
Hi Farhan, you may want to contact your credit card provider and request a reversal or charges or contact the customer service team at Wish to see if they may be able to help in this case.
Hi, I’m in England and ordered from a shop in BC its been nearly 3 months and the product has not arrived. I have asked for a refund but say that as it has been dispatched they cannot provide me with a refund. What should I do?
Hi Elizabeth, you may want to contact your credit card provider and request a reversal of charges. You can follow the steps outlined in the “what to do next” section of the blog post.
I made a purchase on march, charged my account in April an now it’s June. Still no delivery. They say it’s because of C-19. I think they never had the items I ordered. Tracking says it’s waiting for shipping label. When I asked for a refund they said ” it’s pass of no return. Companies name is Stay at Home.
How long is to long to wait for a delivery?
Placed a order in March, charged me in April still no delivery. Asked for refund an they said it’s pass of no return!
Hi Greg. Thanks for reaching out to us. You have rights to cancel if the goods/services are not delivered to you within 30 days of the expected day of delivery, or if there was no supply date, you have the right to cancel if you have not received the goods/services within 30 days of the date of purchase. If you would like to cancel, the first thing we recommend is contacting the business. They have 15 days to refund you the total amount. If they refuse (and it sounds like they have), your next step would be reaching out to your credit card provider to request a reversal of charges. You can find more information on how to do that under the “What to do next” heading of this blog post. Best of luck!
Hi i purchased an item online and was promised 7-21 business days delivery. 26 days after the package was sent the tracking was still showing it in the US. I contacted the seller numerous times for help with investigating the stall. They kept responding rudely and eventually stopped answering my emails. I resorted to commenting on their live streams to get their attention. They even responded but at that time it was passed 32 days. I had a ticket opened with Canada post and I was told the merchant should have done that. The merchant lied to me say the item was in Canada but when Canada post investigated the item was still at a usps facility. I requested a refund and the merchant refused. The ticket I opened with Canada post has pushed the parcel to move it is scheduled to be delivered in the middle of this month which will make almost 50 day. I disputed it with my bank before the delivery status began updating and I have been refunded. I no longer have a need for the product and the item is considered not eligible for return. What should I do in this matter? I would like to return it to the sell but I don’t want to be held responsible for the return shipping costs if they accept it for return.
I also had to pay custom fees on the package so will I be reimbursed for my custom charges upon return?
Hi Melly, thank you for reaching out to us here. Please take a look at our “problem with an online purchase?” page where we have various cancellation forms available for you to send to the supplier. I can’t guarantee that the custom fees will be reimbursed.
My problem is I bought a LV knock off purse from China. I received the purse but it is not what I ordered…totally different size. The company told me I could return it for a full refund or keep it and they would give me 50% discount. I told them I wanted to return it and expected the to pay for my return shipping cost and also wanted a refund of the shipping from it being shipped to me, since this is their fault due to false advertising. I have not heard back from the company at all….what is my recourse when I have received the product but want to return it for a refund but they are not answering me as to where to send it, etc.????
Hi Donna, I’m not sure how long it has been since you ordered the purse but you could try contacting your credit card company to request a charge back. That is probably the only recourse I can suggest as the company is not responding to you. If you have any record of you trying to reach the company (emails or phone call attempts) have them ready as the credit card company may ask for proof. We’ve written a blog post about it in the past – here it is.
Hi!
Hopefully you can give me some advice… I ordered from a company online using my debit card on May 22. They’re website says that items usually ship out in 2-3 business days, but due to COVID it was taking up to 5 days, and that there items usually take 3-5 business days to arrive, but that it was taking 7-10 due to COVID. Immediately after I ordered, I got a confirmation and my card was charged, but after that I heard nothing about the item actually shipping. On June 4th I contacted them asking if the item has actually shipped out yet, and they responded saying “they apologise but due to COVID things were taking longer and that my order was going to ship out priority the following week”. On June 9th I received a notification that my order was “on is way” and that a UPS shipping label was made. I checked the UPS tracking every day and it never updated or showed that item had actually shipped, just that a label had been made. On June 14th I contacted them to ask if the item had actually shipped, they responded with an identical response to the email I sent them on June 4 (they apologize, COVID, my item was shipping out priority the following week etc. etc.). This upset me because it was clear they hadn’t actually read my email or checked into my specific issue. I emailed them backing telling them this and that they had already told me that exact same thing 2 weeks prior. They got back to me, apologized and said they had contacted their warehouse and confirmed that my item had indeed been shipped out and to give it 24 to 48 hours for the tracking to update. On the evening of June 17th when my tracking still hasn’t changed and after talking to UPS directly and confirming my item hadn’t actually shipped, I emailed them and told them I want to cancel and recieve a refund. They ignored this email. I emailed them again on the evening of June 18, again saying I wanted to cancel and recieve a refund. Again this email was ignored. Tonight on June 19 I received a “confirmation” from them with a new tracking number from USPS saying a label was created. I emailed them right away saying I was no longer interested in the item and wanted a refund. So far, they haven’t responded.
I apologise for such a long comment, but I just want to know what my options are? Can I despute the charges even though I paid with my debit card?
Any advice would be very much appreciated.
Thanks so much!
Hi Ana, thanks for explaining your situation. We’re aware that many online orders are taking longer due to COVID related shipping delays. The law we oversee with respect to online purchases says that you are within your right to cancel if the goods/services are not delivered to you within 30 days of the supply date (expected day of delivery). So if that’s the case, you can follow the steps we outline here on our website (using the form linked above). Outside of that, we don’t have oversight on what your rights are about returns and refund policies. Depending on what the return/exchange policy is for the item, you may be able to return it to them for a refund. But again, every store has a right to set their own refund policy. You also asked about the charge-back option, it’s my understanding that the charge-back option only applies to those who purchased the item with a credit card. I think your best bet is to work with the business to try to come to a solution if your item was delivered within 30 days of the supply date. You may have better luck if you call their customer service line directly and explain the situation. I hope this helps and best of luck!
Hey there ok I ordered so e clones from gta clones they said 5-9 days delivery due to covid usual delivery 2 days !I ordered may 24 ! I paid by e transfer so far I have called many times and left voicemail . No response!I have left many emails with one response!I’ve call via different phone e # and wow they answer !(3 times) and all three times they say delivery will be on the weekend or early next week ! I have asked for my money back !still no clones and no money! What can I do? Tks in advance
Hi Jamie, thanks for reaching out to us here. We have been hearing from many consumers about delays with online orders. It’s my understanding that many businesses are taking longer to get their items to consumers due to major shipping delays due to COVID-19. If your item has not arrived with 30 days of the expected delivery date, you can follow the steps that we outline in this post to cancel your order and request a refund from the business. Please note, we have a form available to officially cancel your order (info about this is linked in the blog post), so please use that (instead of a regular email saying you would like to cancel). If the business does not refund you, you would not be able to pursue the recourse through your credit card provider, as you did not use a credit card to pay for the item. Beyond what I’ve offered above, there isn’t any other help I can offer. I hope this works out for you and best of luck!
What about you buy something from an online store, and then when you go to check on shipping you see that the store has shut down and you havenât received your package and you probably wonât…
Hi Sarah, thank you for posting your question. In your case, the last resort would be to contact your credit card provider (assuming that you paid with your credit card). We have written a blog post about this so please take a look here. I hope you will be able to get your money back!
Question from a small business retailer with an online store: How can we protect ourseles from loss? We have had product delivered by Canada Post that the customer assumes has been stolen when left at the door. And there are probably people out there who would falsely claim their parcel has not been delivered/stolen from door step. We normally don’t charge the full cost of shipping and insurance but if we are responsible for product once it’s left our hands I guess we need to charge the customer for “signature on delivery”. Do you have any other suggestions? Thank you.
Hi Meghan, thank you for posting your question. We do not regulate any of these business sectors so please understand that these are just some ideas and suggestions. Have you thought about adding a disclaimer in your shipping policy or even within a product post to make it clear that you cannot be responsible for a package loss after it leaves your hand? If customers are worried about their delivery environment, they can pay for insurance or signature on delivery. If those options are up-front and clear, it’s up to your customers to add extra protection. I hope this information helps!
Hello.
So Iâve ordered form supperrradical on the 7th of June. My first time dealing with this type of business. I havenât received my order even though people got theirs. The tracking number stopped refreshing at the 29 th of June and it says delivery in transit. Now Iâve contacted the seller. His only response was if you donât get anything in week contact me back. I didnât get they anything so I did contact him. He didnât reply when I insisted he replied. The lack of professionalism is killing me at this point. I keep sending emails just wanting a tracking number no response. Iâve asked for a refund they didnât even respond to that !! Iâve paid by debit. This is frustrating as they they donât respond to emails. And I donât know what to do. Money that seems little to them matters to some of us. Help please.
Hi Zar, thank you for posting your question here. Have you contacted the delivery company with your tracking number? Canada Post, UPS etc. all have contact phone numbers so you may want to give them a call and see if you can talk to someone. You can also send the business a sales contract cancellation form which we have on our website (here is the link, look under “My product never arrived/never got my service”). After sending the form, if you don’t hear back from them, you can submit a formal complaint to us. You can do that here. I hope this information will point you in the right direction!
Hi, i have order a kit from Amazon, at first i asked them why it was taking so long they said it’s due to covid, so i let it slide, but now it’s passed 3 months and I haven’t received anything yet and when i contact them they don’t respond and i also can’t cancel the contract or ask for a refund since amazon has a policy of three months I believe, what should i doooo!!!!?!
Hi Salma, you may want to try cancelling your “contract” with the seller first by sending one of our forms. It is available on our website here under “My product never arrived/never got my service”. You may not hear back from the seller but send it away and keep a record. Then contact your credit card provider and see if you can get a refund. It’s been quite a while so not sure if your credit card company will give you a charge-back but it’s worth trying. I hope you will be able to sort this out quickly!
I ordered online at Cookstore a KitchenAids Pro line mixer. They delivered at July 30th, 2020 at 11.59am …It was a raining day and they didn’t ring the bell so we didn’t know they delivered … In the July 31st 2020 morning, we opened the door and saw the wet big box … when we opened and saw the marchandise… we wrote email to Cookstore that we don’t like the apperance of the mixer … and we want to exchange to another more expensive … they said they don’t do the exchange but we can return on our charge and the reorder the new one… can they do that… when I ordered it I did not find the condition if we don’t like we can return on our charge… Can we return it on their charge… thank you for helping
Hello – this is a difficult issue to decipher as returns and exchanges are not regulated by any governmental organizations, especially online. The best you can do in this situation is to deal with the seller directly and see if they would give you an exception. When you contact them, perhaps ask to speak with the supervisor and explain your situation. I hope you will be able to resolve the issue with the seller.
I ordered a pair of sneakers and after waiting for 3 months for my order, they delivered a scarf. When I contacted them they said there was a mixup with the logistics company and they would fix the problem and send me the correct order. They then sent me an email saying the item was a promotional item and they are out of stock and that if I wanted a similar item I should add money. I told them I don’t have Extra money. They sent me a catalogue saying I should select an alternative item. I selected the same item and they told me They cannot give me because it cost more than what I paid. They then said they will give me a refund of 40%. I refused & requested a full refund.. they then offered me 43% which i also refused.. after several emails they offered me 50%, which I’m also refusing and requesting for the full refund…when I asked why they are not claiming from the logistics people they say they refused to pay. I asked why should I pay for other people’s mistakes. Please help me get my full refund because I did nothing wrong.
Hi Trevor, thanks for asking a question here. Refund/exchange policies are something that the retail stores (including online stores) can set on their own in BC. Having said that, you may be able to get your money back through your credit card provider (assuming you paid with a credit card). The card company may ask you to prove that you have tried to solve the issue with the seller directly so be prepared to share the any communication you’ve had with the company. We’ve written a blog post about it and you can take a look at that here. I hope you will be able to get your money back soon!
I ordered a bike in Germany and it was not delivered within the agreed period (6weeks), so I decided to cancel the order and they refunded my money back 2 weeks later.
Then another 2 weeks later (10 weeks in total) the bike is gonna be delivered to me in Canada according to the the tracking information after paying the customs fees. What should I do?
-Is legally the bike mine after paying for the customs fees?
-Should I take it and ask for a return label, who is gonna pay for those customs fees?
-Shouldn’t I take it? what if the bike is delivered with no customs fees in my door with no signature?
Thanks
Hi – this is certainly an interesting situation. I searched around a bit and found some information on Canada Post’s website. Here’s the link to the page. If you need additional information about the customs fee, you may want to give them a call or visit a local post office and ask. I hope this will point you in the right direction!
What if you used e-transfer as your form of payment? Is there a way to get a refund on an item you order but still hasn’t been shipped?
Hi Carmen, if you have used e-transfer as a form of payment, it is hard to get a refund as there is less protection compared to credit card transactions. Have you contacted the business directly to cancel your order? You can use one of our forms on our website to send it to them. Here’s a link to the page with more information and various forms. Take a look under “My product never arrived/I never got my service” tab. I hope you will be able to get a refund.
Hello! I hope you can help me with my current situation. I ordered an item online from an ad, and when it came, it is not what I expected. So I emailed the store to return it and get a full refund. In the email, I told them I want to return the item because I was unsatisfied. They got back to me saying that there is nothing missing in the order, the refund is out of their compensatory range. I told them I wanna return it because it will be no use for me and it doesnt say on their website that they do not accept refunds/returns. In fact, on the store’s website, it says “Full refunds 14 days without a reason, returns fast refund, 100% money back guarantee”. They replied to my email saying that they can only offer me 20% refund, which is 9.97 USD (the item i bought from them costs 48.99 USD) because they “don’t have much profit from that product”. I was so mad. As a customer, that is not my fault and should not be a reason for them to feel entitled to keep my money when I am unsatisfied with their product. It should be illegal to say that to a customer especially when they put those claims on the return and refund policy on their website. I emailed them again explaining that what they are offering is unacceptable, together with a screenshot of their policy from the website. They insist that that’s the only offer they can give me. I brought the issue to Paypal, then the store offered me two options: either they refund me 19 USD this time, or I send the item back to an address they provided, which is in China, and I have to pay the shipping fee on my own, to get the full refund. The item shipped from Mississauga and they want me to send it back to their warehouse in China! Which would cost me more than the amount they’re gonna refund me. I told them I’m not gonna do that and I escalated the issue to a claim. I described the issue and they got back to me with the same offer, to send the package back at my own expense. And this time, PP won’t even allow me to respond with a message, they only made a space available to put the tracking number for when I send the item back to China for the case to move forward. I have already decided I am not gonna do any of what they are asking me and just seek a legal action. At this point, I am very helpless. And Paypal is no help at all. It seems that they protect the sellers more than the buyers. When I googled the return address they provided, I saw a thread from the Paypal community describing the same situation with the same seller. Some people are even saying that the address is non existent, and that they did not provide a detailed info, no company name, contact # etc, just a plain address so it is kinda suspicious. Apparently this seller had inconvenience many people before and PP still continue to work with them. It is also evident that PP protect sellers more than the buyers, because if they are fair there wouldn’t be that many people having the same issue with the same seller. So I don’t know what to do now and not sure when to even start getting legal help. It is not a big amount of money but I refuse to let those kind of people/company/seller get away with scamming people. And any amount of money is important now that we are in this situation. Please help me. I am in Ontario, by the way.
Hi Denise, sounds like this is a very frustrating situation. Online purchases are really tricky as many companies (as in your case) are located outside of Canada. If you’re in BC, we would only be able to recommend you taking the company to an online Civil Resolution Tribunal but I am not sure what options you have in Ontario. You may want to contact your local consumer protection office and see what they suggest. Here’s a link to the Consumer Protection Ontario website. I hope they will be able to point you in the right direction!
Hi,
I saw that you give helpful tips to ppl, what to do when they have problem.
I have a situation here. i moved from Quebec to Ontario. I gave my household goods to transfer, to a private truck transportation company. They charged me wrong and too much on the invoice, and they asked me to pay it or they’ll not deliver my goods. I refused to pay wrong charges so they said that the truck came to deliver the goods but as I didn’t pay, as written in contract, the truck went back. And so they also charge me 1000$ re-routing fees on top of the wrong big amount invoice. Then as I moved to a new province and all my household was in that truck and I have 1 little kid and one new born, I decided to pay what they are asking for. I paid them, but the truck never came to delivery in 2 days. pls advise what to do and where to go to file complain against these for charging wrongly, forcing re-routing, taking away my money and not showing up at all. Do I have to go at different places to file case on them or there is one government body where I can file complaint for all these? Can I call police as they took away my money? One more thing, they have 3-4 companies on different names and they take business by different name, send different company’s truck, invoice by different name and follow all these unethical practices… pls reply as soon as you can.. thanks
Hello and sorry to hear about your situation. As you moved from Quebec to Ontario, I would contact both of those provincial regulators to see if they would be able to help you. In Quebec, it would be the Office de la protection du consommateur and in Ontario, it would be Consumer Protection Ontario. I hope one of these organizations will be able to assist you with your situation. Best of luck to you!
I ordered items and they arrived but are not at all what I ordered. It is going to cost me 3 times the value to return for possible refund and PayPal says I need to return or no refund at all even though the sellers have admitted in emails to me that they never had the products they were advertising for sale. How do I report them or get my full refund without returning. PayPal is useless as they keep saying return. Do I contact the authorities, my financial institution, the government? Please advise.
Hi TJ, thank you for contacting us. If the product you received is dramatically different from what was advertised, you may want to contact the Ad Standards Canada. Here’s their website – https://adstandards.ca/. I hope they will be able to help you!
Hi,
How are you?
I am in San Francisco and I purchased a very expense diamond ring as a gift to my wife as a mail order because the company is in Seattle. But the ring was missing when I open box. Fedex drop the package off to my mom while I was not home which it supposed to signed by me. But the driver failed to do that nor asking for me when she delivered. Also when I track the shipment I found out that Fedex website indicated that someone else signed for the package which I do not know.
I filed the police report and also dealing with the security department head from that company now but he seems not very helpful and not willing to help me to resolve the problem.
The only problem is I did a bank wire for this $27000 transaction because my credit card limit is not enough to do a single purchase. So what if the merchant did not response to me? What right do I have to get my money back or get my replacement diamond ring back?
Thanks.
Hi Louis, thank you for leaving us a comment here. I really empathize with your situation but unfortunately, our organization is located in British Columbia, Canada. You may want to contact a consumer protection agency in your state to seek support. I hope you will be able to resolve the issue quickly, Loius.
Hi Shoko,
How do you now they are in British Columbia, Canada. I ordered and shipped from their Seattle office (Blue Nile).
So, I do not have any protection at all if I pay by bank wire?
Is consumer protection agency is my only way?
Thanks
Louis
Hi Louis, Our organization (Consumer Protection BC) is located in Canada. That means our organization’s authority is only within the province of British Columbia. Because your place of residence is in California, contacting California Department of Consumer Affairs would probably be the first step for you. Here’s the link to their website and I hope they will be able to point you in the right direction!
Hi there
I purchased a Garden vacuum online. When the item was delivered, it wasn’t a garden vacuum that arrived it was 2 pairs of fake Oakley glasses.
I paid by debit card rather than credit card.
The company are only offering a 40% refund and will only give a full refund if I return the glasses and pay for it myself (I’m I in the UK, the glasses came from China, so a great expense).
I really don’t want / news the glasses. This is 100% their fault.
Is there anything I can do?
Many thanks
Hi Mike, thank you for contacting us. This blog was posted by us (Consumer Protection BC) and we are located in British Columbia, Canada. You have mentioned that you are in the UK so you may need to contact your local or federal consumer protection agency in order to receive advice. Sorry that we aren’t able to help you much but we hope you will be able to resolve the issue quickly!
A company says they would send money back, but they didn’t. I haven’t received anything, and I have proof of email of them saying this. Now, when I contact them about it, there is no response and email is the only way to contact them and I check their website and its gone now. What should I do? Please help me out. Thanks!
Hello and thank you for reaching out to us. If the website no longer exists, the business may have gone bankrupt or it was a scam. In a case like this, you can try contacting your credit card provider for a charge back. We have more information about that on this blog so simply scroll up and take a look under “what to do next”. I hope you will be able to get your money back soon!
I had placed an order with labelsuit of rs 1049 but I did not receive any confirmation till 4 days so I contacted them then they told me that my order was cancelled and culd update as thr site is not working as of now. I asked for refund in labelsuit wallet then they said that’s not possible culd u plz share the account details we will refund in ur account. I gave them the account details. N few mins later rs 9200 was desucted from my account. Plz help me how do I recover the amt I lost as it’s a big amt I lost today early morning.
Hi Karishma, thank you for contacting us. Guessing from the currency, are you located in India? If so you would need to contact your local consumer protection agency to get accurate advice. We’re located in British Columbia, Canada. If you do live in BC, please let me know we have a form you can use on our website. Thanks, Karishma.
I’m in BC and placed an order with a company in Ontario. The shipping policy on their website states the buyer assumes all responsibility for lost/damaged packages sent by uninsured Lettermail. I read a CBC News article that indicates there are consumer protection laws in place contradicting such policies. It’s been almost a month since the company claimed to have shipped the items. Just out of curiosity, should this package never arrive, is there anything I can do? Do I have any grounds to request a refund from the company? Can I request a reversal of charges on my credit card? Thanks!
Hi Dez, thank you for reaching out to us! It’s our understanding that you could try both of those options you suggested. We wrote a blog post recently and you may want to take a look so you can be prepared to take the steps outlined in the article. Here is the link to the post. If you have any other questions please feel free to let us know.
Hi I ordered a heated thermal underwear set (top and pants) I received only the top not the pants, I have emailed this business many times and was offered 10% of my money back at one point, however, I feel they should refund me half of what I paid or just send me the pants now they are saying package was delivered and I told them yes, this is after I already told them this and I sent photos of item and packaging and invoice and that the pants were not in the package, I have at least 30 emails going back and forth with them and seem to be getting no where. what can I do?
Hi Joseph, thank you for reaching out to us. At this point, you may want to contact your credit card provider to ask for a refund of the portion. Please take a look at the “what to do next” section of this blog post and follow the instruction outlined. I hope you will be able to get your money back.
Hello, I ordered boots from a company in China in November. I received sunglasses from them in december. I emailed them. They said there was a mixup, and that those boots are not available anymore. I asked for a full refund. They said I could get another product. I said no thanks. They offered me a 50% refund, Only after I mailed the sunglasses back to them first! Emails have gone back and forth. They won’t budge. What can I do?
Thank you
Hi Christine, sorry to hear about your experience. At this point, you may want to contact your credit card provider and see if you can get a refund that way. Take a look at the “What to do next” section of this blog post (just scroll up to look at the post itself) and follow the instruction there. I hope you will be able to get your refund soon!
So-called “Consumer Protection” laws in Ontario are a joke! They don’t “protect” consumers from anything. YOU are on your own!
The law should be changed to indicate that items not delivered are automatically dealt with as Criminal Offenses, specifically Fraud. AND that companies found in breach of such regulations be assigned Punitive Damages.
THIS is the ONLY way to ensure companies in Ontario don’t take advantage of customers.
Consumer Protection Law… WHAT A JOKE!
Yet another paper tiger… Welcome to Ontario!
Hi so on November 27th I order this thing called a portable projector and I still havenât gotten it and there has been no new updates since that day like that it was shipped or anything and so I got tired of waiting and eventually I just decided I didnât even need one and so I tried to email the company but google emails said the email doesnât exist and the company wasnât anywhere to be found so I canât find a way to ask for the refund but my card that I used to buy it I couldnât find the reverse the charge or something I couldnât find anything to help me
Hi Areli, have you tried to look for them online by searching for the company name? If you are not able to find them that way, you may want to contact your credit card company. Your post wasn’t clear to me if you have already contacted your card provider but if you haven’t, gather all your supporting documents (email receipt, purchase date or any other info you have) and call them. I hope you will be able to get your money back.
Hello, I wonder if you could help me since the company where I made my purchase was said to be closed. I’m from the Philippines, I puchased two (2) masterclass at MOBE in November 2017 using my debit card. I waited for several months for the delivery but nothing arrived. I asked one of their agent and I was told their printing press is under repair. I waited again for several months and tried to contact them but their contact tools was banned and I learned their company was closed. Do you think I can still recover my money? Thank you.
Hi Angela, thank you for reaching out to us. Since you are located in the Philippines, I am not sure what kind of consumer protection laws you have there. You may want to look for a local consumer protection agency you can contact. Having said that, you could still contact your credit card company and see if they will be able to refund you the money. I hope you will be able to get your money back soon!
Hello
I made a online order for tableware, the merchant informed me that the shipping may take 4-12weeks due to pandemic and itâs from France, also e mail from merchant states that they will charged me 30 percent deposit and the order can not be cancelled
I agreed to it by responding e mail them
13 weeks fast by, I havenât get my items so I e mail the company, 14 weeks past I e mailed them again but have not gotten any response nor have received my items
Any suggestions what I can do next ?
Hi Ivan, thanks for leaving us a message here. Generally speaking, the business is responsible for making sure that you receive the item. Does the package have a tracking number? We have written a blog post about this and you can read it here. Please read the post right to the end because it outlines what to do if you are not able to cancel your order with the business. If you have any questions, please let us know!
Thank you for your comment. I found out that they have not even ship my items, I got e mail from the company it delay more and I will get my item by early March. Itâs March 4th and have not heard anything from this store. They donât even inform me about my item Until I contacted them. At this point, I donât think this merchant have following my order, I made $400 deposit already, Iâd like to cancel my order
Do you have any recommendations how to contact them to get refund? My deposit was made last November
Hi Ivan, you may want to use one of the forms we have on our website to cancel your order. You can fill it out and email it to the company. Visit this page and read through the information we have. For the cancellation form, you can use the form that is in the 5th box down from the top. Please follow the instructions and if you have any problems, please contact us.
My Mom purchased a membership for an international band via their online shop. This website has options for global [ships to Canada] and for USA [does not ship to Canada]. There are several membership options – The one my Mom purchased was a $150 merch pack, however, she unfortunately purchased it under the USA shop but did not realize that until a couple mos later when her merch never showed up [they ship quarterly]. When she contacted the website they told her they won’t transfer the membership to the global account, they won’t refund her the $150 and they won’t ship her the merch as they wont ship to Canada from the USA shop. Its been well over 30 days now – Does she have any options to get her money back in this situation?
Hi Joanna, thanks for getting in touch. The best option would be to resolve the issue with the business directly – would you be able to talk to a manager or someone who is in charge? If you are still not able to get a refund or have the items shipped to her, you (or your mom) may want to contact the credit card company and ask for a charge-back. Have all the paperwork and record ready (when she first placed the order, how she has tried to contact the company etc.) as they will ask for all the information. I hope she will be able to get a refund!
Hi, I made a purchase online and paid with my credit card (Chinese bank). Iâm located in Vancouver B.C. The fraud company emailed me and âagreedâ to refund my purchase. However, they asked me to request my bank to reverse the charge because their account is âlockedâ. My bank does not have a procedure to do that without cancelling my credit card. (If my bank cancels my credit card they will issue another one and mail it within China. which means I canât use it while I m still in Canada). Is there a way for me to get my money back? Does my bank have the obligation to respond to my request to reverse the charge?
Hi Fan, thank you for reaching out to us. Sounds like your credit card provider should be able to reverse the charge but we would like to get more details from you. Would you be able to submit a formal complaint through our website? Here is the link to do so. Thank you!
Hello. I know my case sounds complicated and far-fetched to be solved but I just want to try and this will be a really long post because I’d like to put all important details as much as I can so I hope you’ll bear with me.
I’m based in Alberta, and I made an online purchase last Oct. 17, 2020. When I placed the order, there was already a sign on the website that says, “WE WILL DO OUR BEST TO STAY TRUE TO DELIVERY TIMELINES, BUT PLEASE BE PATIENT AS WE TRY TO KEEP EVERYONE SAFE.” but I still went for it because I trusted its authenticity knowing it’s an official US-based website of a Korean entertainment agency. My order was surely confirmed because I quickly received an e-mail confirmation from them that day, showing my order summary and informing me that they will notify me once the order has been shipped.
It had already been a few weeks and I didn’t get the follow-up email but I tried to understand the situation thinking that their work may be delayed due to the pandemic and all, but I sent them a message on Nov. 8, 2021 asking for a follow-up on my order. I received a reply that also seemed like an automated reply on Nov. 24, 2021, apologizing for the wait, explaining that the delays are due to the high volume of orders and limited staff, hence, the automated and general information regarding all our orders. As per the general help sheet that they sent, the specific items that I ordered have shipping periods of 4-5 weeks and 6-7 weeks within the date of purchase. All the in-stock items would be shipped within 2-8 business days after the purchase. (To recall, I ordered the items last Oct. 17 and I only got this general info Nov. 24) It was also said there that I would receive my tracking number once my order is shipped. So getting the gist from the email that it must have been really hectic for the website, I tried to understand and waited for more, even though it’s about to exceed the period where I can ask for a refund.
It was already Jan. 13, 2021 when I received an email telling me that my order is on the way, so I assumed I wouldn’t have any more bigger problems than before. But after that, my order still didn’t arrive. On Jan. 27, 2021, they sent me an email, apologizing that I received the wrong item and that they would replace my order without any additional cost. The thing is, I haven’t even received anything yet during that time that I got that email?
I sent a follow-up email for updates on my order on Feb. 8, 2021. and quickly received an automated response that includes, “PLEASE DO NOT SEND DUPLICATE EMAILS. Messages are addressed in order of submission time. Duplicate or multiple inquiries will lead to your message being pushed into a more recent queue and therefore delays a response to your inquiry.” that’s why I was careful of sending too much follow-up emails.
Feb. 11, 2021 came, lo and behold, I did receive a wrong item, and my orders are also incomplete. I ordered 2 items, and I received 1 wrong item, so I sent an email regarding that because my confusion kept growing. I assumed the extra delays were caused by not only the pandemic, but also because they get their stocks from South Korea, so I waited and waited.
The last time I sent them a message was on Mar. 6, 2021, telling them I couldn’t wait any longer and gave them a time frame between March to 1st or 2nd week of April to send my orders. As of this writing, I haven’t received any response from them aside from another automated reply on Mar. 6, 2021, again telling me of the cause of delays and all, and a representative would be in touch with me soon regarding my concern. I know $130 don’t cost that much for others but still, the situation just kind of disappointed me as I’ve been ordering online a lot of times, and I’ve experienced both quick and delayed deliveries, but I was always updated by the stores whenever something happens. My purchase was charged on my credit card as I can still see the transaction on my history.
I don’t know what I’m going to do with this and I would be so grateful if you could help me on this. Thank you so much.
Hello and thank you for reaching out to us. Sounds like you tried so many times to contact the company and I truly hope that you will be able to have a resolution. One issue is that since you live in Alberta, you need to contact your provincial consumer protection branch (we’re BC-based). Here’s a page I found on Alberta’s government website. If all fails, you could perhaps try contacting your credit card provider but you may want to contact the Consumer Protection branch first and see what they suggest. I hope this information helps!
Thanks for the information . Now how do i get ahold of amanda who works in marketing and communications for consumer protection bc. Please contact me .
Hi Francisco, thank you for contacting us. We donât give out the email addresses of our staff. Iâm happy to help you with any questions you might have, or I can pass along a message. Thanks!
i bought this nail kit online 3 weeks ago. i emailed them twice to see if i can cancel the order but no reply back. than i realize that there website is down so i can’t get my refund back. i had to download an app to track the shipping and it still never been shipped it just says “order placed”. i want to cancel the order but i can’t find a way to do so. i am 16 so i don’t know how to talk to my credit card provider or who to even talk to.
Hi Sara, thank you for posting your question here. When you placed an order, did you receive any emails? If so you may be able to email back to cancel your order. If that option is not available, calling the credit card company would be the next option. If the credit card you used is in your name (meaning you receive the bills) you can call them directly. Their contact information is usually listed on the back of the card. If the card belongs to your parents or a guardian, you would need to talk to them as they need to call. If you have any further questions, please feel free to reply back here.
All your usual consumer rights apply when you shop with an Australian online business. Those rights may also apply when you buy from an overseas online business although you might find it difficult to get a repair, replacement or refund because the business is not based in Australia. Also, you should be aware of your rights when buying parallel imports online (i.e. products that you buy from a seller who does not have specific permission from the manufacturer to sell those products in the Australian marketplace).
Hi, I need your help please,
Scenario- I bought a luxury brand purse from Japan live selling in May 2021 and paid for it using Western union cash pick up, they sent the package through DHL courier and after weeks of waiting DHL Canada said that my items were Detained at Cincinnati Custom for IPR infinging goods. ( Japan has a strict policy about counterfeit, So I donât I believe that my items are counterfeit). Ending is Custom seized it and now Seller from japan doesnât want to refund me the money I paid. The amount is almost $3000 cad dollars. What is the process in my case please? Can I file for a refund from the seller since I didnât receive my items (Seized by custom- IPR infringing goods but Authentic purses from Japan. Thank you in advance
Hello and thank you for contacting Consumer Protection BC. We have written a blog post in the past about counterfeit goods. I’m definitely not saying that you have purchased a counterfeit purse but the funds recovery process may be similar. You can read about it here. I hope you can get your money back soon!
Hi,
I ordered something from Japan last month and it was a pre order item. It’s expected to ship mid-July, so in a week or so. I have not gotten confirmation that it has shipped yet.
Am I within my rights to cancel and get a refund before it’s shipped?
The site states no refund or cancellations.
Japan post is not sending any mail out right now because of covid and I didn’t know about this until now. The merchant did warn that shipping would be slow, they quoted up to 6 weeks. But I’ve heard from others their packages from Japan taking months. This has got me worried and I don’t want to take the risk anymore. It’s item is over $100. While it is a pre-order, it’s not a custom-ordered good.
Please let me know what I can do. Thanks in advance!
To add some more detail, I have already contacted the store earlier today to request cancelation and refund. But I am worried they will decline since it states on their policy no refunds and cancelations.
I’m wondering what my options and rights are for wanting a refund and cancellation on products that haven’t been shipped yet, especially if the merchant’s response is declining the cancellation.
Can I still fill out one of your forms to send to them if they decline cancellation/refund? Can I still get my credit card company involved?
I really want to get this settled before it’s shipped because once it’s shipped, I feel like it will be more trouble and the product is not worth the wait or worry.
Thank you again!
Hi Kanra, thank you for contacting Consumer Protection BC. With the details you provided, sounds like the business has given you all the necessary information in your receipt/order confirmation email. I’m not sure if you have the right to a refund under BC law but the business may grant you one if you can work with them. You have also mentioned getting a charge-back from your credit card provider and that is certainly an option for you if the business isn’t able to give you a refund. Make sure that you keep your email correspondence with the business as your credit card provider may ask you for a proof that you’ve tried to work it out with the business first. I hope this is helpful to you. We have more information on this on our website here.
Samara Bags accepted a payment from me and never sent the merchandise. Now their website lacks any contact information. All I can do is email them. I’ve gone back and forth and they keep giving me a bogus tracking number.
Hi Wes, thanks for getting in contact. If it’s been over 30 days since the estimated delivery date, you can cancel your order and ask for a refund. Please note that there are a lot of details to this so please read the information on this page of our website carefully. Your situation may be applicable to the “I never received the item” dropbox which is the 5th one on that page. Please use the cancellation form in that dropbox, following the instruction provided. If you don’t hear back from the business within 15 business days, then you can contact your credit card provider to ask for a charge-back. Please make sure to keep all email correspondence as proof. I hope this info is helpful to you!
Hi, I ordered a pair of clippers through IG around the middle of July. I had no idea how long it would be before I received them. I had ordered unknown (to me) branded things through Facebook in the past and they took weeks to come so I assumed this might be similar.
On the 6th August, I received an email from the company I ordered from, Fagaci USA. with the tile: Do you know the Fagaci clipper?
So I responded letting them know I had ordered and paid for these clippers weeks ago and never received them. An email came back from ‘Support’ saying my clippers were delivered on July 21st.
I had not seen this tracking number before. So I responded telling them this and that I never had a tracking number, and they said it was my responsibility to check the tracking number.
They sent me a link to it. So I clicked on it.
They had my address wrong. They had my house number as 19, and my house number is 1957. There is no way I would have missed two numbers off my address, I could understand, one, or even one wrong number, but not two numbers.
Is there any way I could ask for the original order page? I can’t go back to IG and see it anymore.
They apologized and said they don’t modify or change the addresses.
No offer to send me new ones, or anything.
Am I in my rights to dispute the amount I have paid at the bank because I never received the clippers?
Should they offer to send me a replacement?
Is there anything I can do?
Hi Hilary, thank you for contacting us here. What I might suggest is to go through the process outlined in this blog post – starting with contacting the seller and ask for a replacement. If that is not successful, you can cancel your “contract” by using our form on our website, then ask for a chargeback from your credit card. All this information and the details, including the link to the form are on the blog post. I hope you will be able to reoslve the issue quickly!
Thank you I will ask for a replacement, because they have my money, and if I am unsuccessful I will cancel my ‘contract’. Could you please share your website address with me so I can find the form needed for a chargeback if this last attempt doesn’t work.
I appreciate your help.
Hi Hilary, you can click here to visit our consumer help page. Please read through the page carefully as it has important and relevant information for you. The form is under “my product never arrived” dropdown menu.
Hi,
I have order a laptop on the 16th of August and still did not received it, laptopoutlet is saying they are using an external warehouse which have changed their delivery system and causing lots of delays. It will be more than 30 days soon, they are offering a refund but I want this laptop specifically. Is there a legal obligation to received a compensation for the delay on my purchase?
Hi Kevin, as far as we know, there is no legal right to receive compensation for delayed product delivery in BC. You may have to negotiate with your supplier directly and see what they can do.
Thank you for the information. Amazing blog. Nice one!
I ordered online, received my package but missing items in the package (1 item in the package.. 4 ordered)
It was via UPS Shipping.
I emailed the company (established company in Ontario)back literally straight away with photos of what was received. (as you cannot call them)
within 30 minutes I received emails stating I was a fraudulent customer and my account shutdown.
their reason… because the shipping label said the package had 1kg weight label, so they concluded
all the items must have been in the package, and shut me off.
so who videos themselves opening packaging ..just incase.. or checks the label of the weight given on it before opening, That sounds stupid.
Hi James, thank you for sharing your experience here. We are not able to provide any support for receiving the wrong amount of products as BC’s consumer protection laws do not go into those specifics. I understand that you have already tried to contact the company but do they have any other contact information such as social media or online chat? It is strange that the company decided to shut down your account so quickly etc. It’s best to solve this kind of issue with the company directly but if you are not able to, you can contact your credit card company to ask for a chargeback for the 3 items you did not receive. If the items were expensive and you have no luck with your credit card company, you can take the matter to CRT (Civil Resolution Tribunal) for up to $5,000. Here’s their website in case you want more info.
I purchased a pair of boots online on November 11th. My credit card was charged the same day. The original delivery date was November 16th. When the didn’t arrive, I called the company, who assured me they should be there in a day or two. The problem was that the Canada Post tracking number said that a label had been created but the item had not yet been received by Canada Post. I called them again on the 19th and got the same story ~ even though tracking said the item had not yet been shipped. I was starting to worry it was a scam because the kept saying it was shipped and should be there any day ~ even though tracking said it had not yet shipped. November 22nd, I called again ~ got the same story, so I told them to cancel the order. According to Canada Post tracking, the item did ship November 23rd and I did receive them November 29th. I have already been refunded. I was told that under these circumstances, since I actually cancelled before they were shipped, I do not have to pay for them. Is that correct?
Hi Sherronlee, thank you for reaching out to us! BC’s consumer protection laws do mention some things about “unsolicited goods and service” but in your case, I am not completely sure if it will fall under that. The law states some exceptions and one part of that is if a consumer has had an ongoing contract (your boots order) with the supplier (the seller) then it is not considered unsolicited goods. We have written a blog post about this in the past and you can take a look at that here. The section of the consumer protection law that speaks to unsolicited goods or services is under section 12 and here is the link. We would like to know what the original purchase receipt/order confirmation said, so would you be able to submit a formal complaint? If you could include your original purchase “contract” or confirmation email, that would be helpful to have (especially the delivery date). Here is the link to our online complaint form. Thank you!
Thank you for your reply. I am not looking to file a formal complaint. I was just wondering what the rules on this were. I am going to leave it for now and see what happens.
Thanks again,
Sherronlee
Hi,
I need advice on how to proceed with my situation.
On November 26, 2021 I purchased a Christmas gift for my nieces on the Best Buy website. The estimated delivery date was November 28; however, even though the tracker shows âdelivered on December 11 at 2:26 in the morningâ, my order was never delivered to me.
Between December 11, 2021 and January 13, 2022 I reached out to Best Buy six times to clarify the situation. They keep telling me the same thing: âSomeone will get back to you in so-and-so-many business daysâ, or âYou will receive en email within 24 hoursâ. To this day, Best Buy not once got back to me. They neither tried to rectify the situation, nor offered me a refund.
In my last call on January 13, 2022 I explicitly stated that I want to cancel the order and demanded a refund; they told me I will get en email within three business days. Needles to say I have not received this email.
I waited and I was friendly, but I ran out patience. Iâm frustrated and very upset about Best Buyâs indifference in regards to the issue. Up until this incident, I believed Best Buy was a reputable company. This caused me a lot of stress in the past weeks; additionally I had to buy a second Christmas gift (same item, in store at Best Buy) for about 45% more than my initial online purchase.
Considering that my estimated delivery date was November 28 and I contacted Best Buy six times to get clarification, Iâm now uncertain if I should send them the form âNotice of Cancellation of a Distance Sales Contract For Failure to Deliver Goods/Services within 30 Days of Supply Dateâ, or directly involve my credit card provider to reverse the charges, which I have 90 days for (the deadline is February 24).
Thank you for your time!
Julia
Hi Julia, thank you for explaining your situation. You may want to go ahead and fill out our distance sales cancellation form and send it to Best Buy. If you don’t hear back from them within 15 business days, you can contact your credit card provider and ask for a charge-back. Your credit card company may ask you for proof of your cancellation form so please make sure to keep a copy of it (email, fax, registered mail). Sounds like you have already found the information and our form to fill out but here is the link to it. If you are still unsuccessful to get a refund after these steps, please submit a formal complaint to us here. Good luck with everything, Julia!
Thank you for your guidance and your work! The information provided on this website is extremely helpful!
I purchased two items from the bay website on Nov 14 2021. They were never delivered to me despite the tracking number stating otherwise. Purolator (delivery company) states that they dont have picture proof but they confirmed with the driver and GPS that the package has been delivered. However, on the tracking number it says it’s delivered to our building mailroom. We do not have a mailroom. the only thing we have is for canada post with a locked door that only canada post has access to. Since it’s been more than 30 days from their expected delivery date and i have not received my item do i have the right to cancel the contract ? (bay wouldnt refund and tried to dispute the charges with CC already which is also denied)
Hi Tian, you can certainly fill out the form and send it to The Bay and see if you can cancel the contract. You can find our form on our website here. Make sure to read all the details on that page as there are some important steps you need to follow. If you don’t hear back from them within 15 business days, you may want to contact your credit card provider one more time to see if they can provide you with a charge-back. If that doesn’t work, please contact us and submit a formal complaint.
Hello,
Thank you for this great information!
I have a question that I hope you can help me with.
I purchased a bed from a Vancouver based business on December 6, 2021. The receipt indicated that the bed would ship in 1-2 weeks. Given the flooding in BC late last year, we knew it may face delays and were OK with that.
We received the first partial delivery on January 12, but it was missing 2 boxes. We then received another box on January 20th (one of the 2 missing boxes), but the contents were completely broken and unusable. We have not received any more pieces since Jannuary 20th. The company provides vague updates by email, nothing else.
Nearly 2 months after we placed our order, we only have an incomplete and broken product which we cannot use. We are still missing an entire box which never arrived, and we have a box of broken pieces. We paid nearly $1400 plus tax for this bed nearly 2 months ago. An update sent by the company yesterday (Feb 1 2022) says they are “processing our replacement” for the broken box.
Does this qualify as a “Failure to deliver goods/services within 30 days” given that we have a partial delivery? It is impossible to build a bed with the broken pieces and without the missing box.
Thank you for your help!
Hi Ara, thank you for reaching out to us. As far as we know, you don’t have your complete order so you may attempt to cancel your order using our form on our website. I’m not sure if you would be able to get back any return shipping fees etc. though so please be mindful of that. Also, you didn’t mention if you ordered the bed online or at a retail store – the form can only be used for purchases made online. I hope this information is helpful to you!
I contacted a international seller in Europe through email back in October and after they sent me the invoice, I found another seller that offers a cheaper price and takes credit card payment instead of bank transfer. So I never replied back when they asked me for payment and stated that âthey will ship once I payâ, assuming they knew I no longer wanted it from them if I didnât respond. And all of a sudden they shipped a product to me without any email notice, which i thought was from the seller whom I actually bought from. So I paid custom duties for it and had it delivered. Now 2 weeks later they are asking me for payment, saying that they usually take payment before shipping. And the seller whom I actually bought from just shipped it last weekend actually. So with the first seller never telling me that they sent me the product in any form of communication, and me never stating that Iâm going to make payment( other than asking them to send me a invoice) and them coming back to me later to force me to pay up, does the product fall into unsolicited goods? I donât know if itâs miscommunication or just a mistake on their end. Do they have the legal right to ask me for payment or I have the right to keep it?
Hi Jenny, as far as we understand, your situation wouldn’t qualify as unsolicited goods (since you’ve asked for an invoice and had previous interactions with the seller). The easiest way to deal with the situation may be to send the product back to them. I’m not sure if you would be able to get your shipping fee back as consumer protection laws in BC do not specify that kind of detail.
Hi Jenny,
I need your advice regarding a situation with a purchase of a computer. Initially, I have made the purchase online, with the delivery to be done within 5 days. It was supposed to arrive on Jan 22nd, considering the weather and the protests, I already expected a delay. One week after the delivery day passed I started getting in touch with the delivery company, FedEx. It was a long and stressful process when one day they told me that my package was lost. On the same day, I started to ask for a refund and another week of battle took place. I ended up buying the same computer at best buy since I needed it asap for work and school. In the end, the virtual store refund me, and 2 weeks after that the package arrived at my home. I have contacted the store to inform them the package has arrived and asked for instructions on the next steps. Haven’t heard from them and it’s been a week. What should I do? Thanks in advance!
Hi Amanda,
I need your advice regarding a situation with a purchase of a computer. Initially, I have made the purchase online, with the delivery to be done within 5 days. It was supposed to arrive on Jan 22nd, considering the weather and the protests, I already expected a delay. One week after the delivery day passed I started getting in touch with the delivery company, FedEx. It was a long and stressful process when one day they told me that my package was lost. On the same day, I started to ask for a refund and another week of battle took place. I ended up buying the same computer at best buy since I needed it asap for work and school. In the end, the virtual store refund me, and 2 weeks after that the package arrived at my home. I have contacted the store to inform them the package has arrived and asked for instructions on the next steps. Haven’t heard from them and it’s been a week. What should I do? Thanks in advance!
Hi Clarice, thank you for contacting us. I’m not sure if you bought the first computer from Best Buy but if so, you can perhaps take the computer back to the store and see if you can get a refund that way. If it was from a different company, you may want to officially cancel your order using our form and request a refund. We have a lot of information on this on our website here – please take a look at the header under “my product never arrived”. You will find the form to fill out and send to your supplier and what to do if you don’t hear back. If you have any questions or concerns about the process, please feel free to contact us.
I ordered in 2020 n never received $500 worth of clothes
Hi Edwina, thank you for leaving us a comment here. Did you contact the seller? Also, you could contact your credit card provider but I am not sure if they would be able to give you a charge-back as it’s been a while.
Do all these rules/stipulations apply if you purchased a service online VS a physical product?
I live in a remote area of BC, the only way to get internet (at the time) was satellite internet. Since there was only one service provider (some company no one has ever heard of but have a legit website and BBB), I signed up, had some email communication between the sales person and myself, Ithen prepaid for 3 months of service and a modem. The modem came after 8 months waiting, calling, emailing, complaining the company and shipper.
After I self installed the modem, I got an email from the sales guy saying, ‘OH whoops sorry. It looks like we can’t actually get Shaw to provide service where you are located.”
Not only were they not upfront that they are a 33rd service party, they didn’t even check to see that they could actually provide the service.
I’ve asked/demanded for a refund on the service and agreed to send their modem back once that refund was issued. They agreed. The sales person no longer works there and the new staff will not issue a refund until they get their modem back (I pay shipping).
It’s been nearly 2 years. Am I S.O.L.?
Hi Jessica, thank you for contacting us. It’s always best to work out issues like this with the provider but having said that, we do not regulate the Internet service industry in BC. You may want to try contacting CRTC if the provider you are referring to is Northwestel, otherwise CCTS. CRTC outlines their contact info when it comes to Northwestel issues on this page of their website. The website of CCTS is here. I hope one of the organizations is able to provide some support for you.
I ordered a TV on April 8 from an online company based out of ON. I emailed the vendor to request a cancellation of my order on Apr 20 (taking too long and a store nearby had a better deal). Vendor replied saying that the order had been cancelled and that a refund will be processed within 24 hours. 1 week later, still no refund, so another email was sent for update on refund. Vendor said they were not successful in stopping the shipment in time, even though they already confirmed my order was cancelled on Apr 20. Then the TV came on the same day. I called the vendor to ship back the TV and for the full refund. The seller said I have to pay for shipping to get a full refund. What are my rights here? I even offered to pay half the shipping, but they declined.
I called my credit card company and they are refusing charge back as I have the TV in my possession despite the vendor acknowledging my cancellation.
Hi Romney, thank you for contacting us here. You mentioned that you ordered your TV on April 8th but not sure when the expected delivery date was. If the delivery date was mentioned in the “contract” (this might be your order confirmation email etc.) then you have the right to cancel and get a refund when the item is not delivered within 30 days of the expected delivery date. If there was no supply date, you can cancel the “contract” within 30 days from the date that the contract was entered into (the date of purchase). BC’s consumer protection laws do not specify if this refund includes shipping cost or not so this is something you would have to negotiate with the vendor. I hope this information helps.
QY
Hey Neville,
Did you have a question you needed help with?
Hello, would you be able to advise me on the best course of action?:
I made an online purchase, then requested to return it.
The company sent me a return label via PudoPoint and I dropped it off at the drop-off centre. I requested a receipt for the drop-off, but was told PudoPoint didn’t provide them.
The package never made it back to the company, nor was returned to me and neither parties will accept responsibility. Should I contact my credit card company next?
Hi Nat, thanks for your question. I would suggest going back to the business and shipping company again to try and come to a resolution. If that still doesnât work, you can follow the steps on our page here to request a reversal of charges from your credit card provider. They will most likely ask for proof that you attempted to return the item. I hope this helps!
Does this apply to packages that have delivery evidence from fedex (a photo of it left on the step) but was stolen ? It was meant to be delivered when I was home, but it was delivered the next day when I wasnât and now the box on my step is empty.
Hey Lisa, thanks for your question. Iâm sorry to hear your package was stolen. If the business provided reasonable notice about the estimated delivery and can provide proof the delivery took place (with the photo from Fedex), they have likely done what they are required to under law. Learn who is responsible when you donât get your package. We also have tips on how to avoid âporch pirateâ theft. I imagine this wasnât the answer you were looking for, but I hope this helps.
I paid a large deposit for a Kayak on 1st May 2021. After a year of waiting and being told production was delayed by a few weeks at a time, I asked for a full refund. When I originally made the order, they stated on their website it would take 6 months. No delivery date is on my receipt. Now they have changed the website to say it takes 20 months. They refused to give me a refund, but when I phoned they agreed to pay me in 3 months, but I have still received nothing. They will no longer respond to me by email. My health has taken a severe turn for the worse so I am trying to get this resolved, but I’m not sure what I can do now. I paid by PayPal and I can’t get any response from them either, as it is over a year old.
Hey Jane, thanks for reaching out. Since youâve paid using PayPal, we suggest trying to follow their dispute process. If they deny your request for a refund, make sure you get it in writing as proof. Only then you can follow the steps on our website to request a refund. Under BC law, if you order something online and donât receive it within 30 days of the delivery date (or the date of purchase if there wasnât a delivery date), you are entitled to cancel your order and request a refund. There are several important steps to follow, including using our official cancellation form and then contacting your credit card provider (the one you used for PayPal) to request a chargeback. All the steps can be found on our online purchase consumer help page Let me know if you have questions! Good luck!
Hey. I paid for a customer order from a vendor in MTL. I paid for the order on Dec 1st. They had said I would get the custom order in two weeks. I paid using my credit card and the invoice was from their Acuity site. I did not receive a receipt. The vendor eventually provided updates and said there was delays getting some supplies for the order and would send it out by Dec 28. this did not happen. They eventually made the item and sent pre-shipment pictures but they did not match what I requested so they offered to make changes. This happened two more times with further changes being made to the same item. It is now almost two months since the order date and I received pictures of the item yesterday and they’re just not what I want and I’m now tired of waiting. I have requested a refund from the vendor but they are refusing a refund. Seeing as I have already paid and am not satisfied with the item prior to shipment, am I within my rights to request a chargeback with my credit card provider especially since I have tried to resolve it with the vendor and they are not providing alternatives other than continuing to make changes to the product.
Hey Kristina, are you making this order from the vendor as a consumer or as a business? So youâre aware, the laws we oversee do not capture business to business transactions. If you are making the order as a consumer, the distance sales laws are there to support consumers if they have not received the service/product they ordered within a certain time. If the delays have been a result of poor product quality in the eyes of the consumer, that is a separate issue and likely would not be captured under BCâs distance sales laws. You could still try and request a chargeback through your credit card provider, however, if that step is unsuccessful and you canât resolve the issue with the business, you may need to have the issue resolved through the courts as a contractual dispute related to product quality or quality of service. I imagine this wasnât the answer you were looking for but I hope it helps.
Hi there,
I make an online purchase of 2 pairs of RayBan sunglasses, and then receive the order there was a bad-quality imitation, I contact the company and they told me to return $15, was paid USD $55.90, I say no I want a full refund, and I’m available to send the wrong items back, they increase the refund amount to USD $45 the most they can give me, I say no I want full amount refund, after that never contact me after sending email tow times more,
All company details and back-and-forth emails are available.
Please inform me what I can do for a refund.
Hey George, thanks for your question. This sounds like a quality of service issue, so you may have to work out a refund with the business, or you can learn your options for quality of service issues on our blog. I hope this helps!