Absolutely, their response is disgraceful and not entirely legal.
For instance, I purchased on the basis of ‘next working day delivery’. When they failed on that, the ‘contract’ between us becomes questionable.
Also, the ‘return to sender’ (in a formal sense) is not accurate. They did not make an attempt to deliver it, but themselves admitted it was ‘lost in a backlog at the depot’, and as a result of ‘significant system failure that has caused a number of packages to be lost’. My request to them to return the package to the sender was in light of this and not a clear case of ‘return to sender’ where I may have changed my mind.
Since Huel want to charge me because of their failure to deliver, I have since contacted the courier to attempt to deliver the package and they have confirmed that they will. Lets see if the lost package shows up - albeit a day late. So, don’t worry Huel, you won’t have to spend any of your precious ‘admin and processing’ resources. However, I am curious how you will handle the situation if the package fails to show up and we will have to believe the couriers statement that they have indeed lost the package!
In the event that it does show up, how much will I have to pay for the ‘admin and processing’ to extract an apology from you for the failed delivery, the time, etc.
Also, and for the record, the reason that we’re having this discussion in public is that Huel have not replied to either of my emails, nor have they made any attempt to sort out the problem with their subcontractor. So in case anyone is wondering if I’m just an irate customer (which I am), the dialogue (and lack of response) here is what you can expect if/when you transact with these people.
I am stunned at the customer service here - the customer is not the ‘enemy’ - you have failed to deliver as promised, when I reported it to you, you didn’t have the grace to apologise, merely an empty promise ‘to get it sorted for you’, by which you meant you were going to charge £14 with no other proposed resolution, other than to blame me for causing the issue (which I did not, you did!).
I like your brand values (which you are failing to live up to), I don’t know if I’d like your product (though I see good reviews), but with this customer service and ‘charge the customer, even when we screwed up’, no matter how much investment you have, you are doomed to fail when someone with decent customer service decides to compete with you. I dislike Amazon and do all I can to support British companies, but I can see how and why they win!
I don’t expect a response - that would be naïve of me given your inability to respond so far, but take note, you will either deliver what I have paid for or you will give a full refund. I will make sure that you cannot slide away from your responsibility to provide the product and service for which you have taken money.