Personal finance and money news, analysis and comment | theguardian.com: Rattanstore taking months to deliver on its 'next-day' promise

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Rattanstore taking months to deliver on its 'next-day' promise Sep 23rd 2013, 05:59, by Miles Brignall There is no phone number on the retailer's website and emails are left unanswered My wife ordered a set of rattan furniture for her mum's 60th birthday from website Rattanstore.co.uk. She was attracted by the price and promise of next-day delivery. Although she received an order confirmation, she did not hear from them with regard to delivery. We emailed customer services and got no reply. There is no phone number on their website. A day later my wife got what seemed to be an automated reply to say that someone would be in contact. At this point I looked into their website and noticed that the furniture she ordered would not be ready until several months later. My wife had made a mistake in missing this, but we would have appreciated a reply from them to confirm delivery. We have since emailed asking to cancel our order, which I believe we should be entitled to do as the product will not be ready for at least another four months. Again we have received no reply. We want to cancel and have our money refunded. Can you help, or give any advice? DP, Huddersfield This has been dragging on for months, and you still have not had a response from the company, which is very poor service. We also sent it an email and had a response of sorts, asking for your booking reference number. We sent this over a week ago and have heard nothing since. The distance-selling regulations meant you were perfectly within your rights to cancel the order, but the firm has, in effect, refused to deal with you. Your best option was to contact your credit card provider Tesco, explain the problem and get it to sort this out – which you have done. It has now done this so you are not out of pocket. This is an example of why you should always use a credit rather than debit card to shop online. We tested the Rattanstore.co.uk website again this week and found that the Carlisle-based firm was still taking orders. We also advise that you should always look for a telephone number when buying online, particularly when dealing with an unknown company. We won't buy things from unknown companies that don't list a standard landline number on their website. We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number Consumer affairs Consumer rights Miles Brignall theguardian.com © 2013 Guardian News and Media Limited or its affiliated companies. All rights reserved. | Use of this content is subject to our Terms & Conditions | More Feeds Media files: Fifties-telephone-003.jpg (image/jpeg) Fifties-telephone-008.jpg (image/jpeg)

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