FURIOUS JD Sports customers have been left hundreds of pounds out of pocket in the run up to Christmas.
Hundreds of customers who paid for speedy two-day delivery up to four weeks ago have still not received their items.
Many shoppers have been left in limbo, struggling to get answers from JD Sports customer service about where their delivery is, and unable to cancel their order.
And others who have managed to secure a refund from the sports store are still waiting for the money to be returned.
JD Sports today pulled out of a bid to rescue Debenhams after Arcadia fell into administration.
The department store, which has Arcadia concessions in store like Topshop and Burtion, is now set to disappear from the high street forever.
An annoyed JD Sports customer complained to the sports shop on social media: “Shocking customer service charged for express two day delivery 15 days later still no delivery.”
Another customer said on reviews website Trustpilot: “I Placed a £530 order of kids clothes for my sons birthday and Christmas from JD Sports and almost four weeks later I’m still waiting for it to be dispatched.
“They took the money straight away. I’ve rang three times to chase it and today the phone lines say to call back later then cut you off. I can’t cancel the order either.”
Several shoppers on Twitter called the service a shambles.
Anthea Pilkington ordered a pair trainers as a surprise for her daughter on November 6 and was promised delivery within four to five days – but the order never turned up.
After contacting JD Sports customer service via online chat, she was reassured by the sports retailer’s customer service that the issue had been resolved with parcel firm Hermes, and that she did not need to do anything.
But a week later the trainers had still not arrived.
After emailing and calling the company with no luck Miss Pilkington, who relies on ordering online as she can’t get to the shops because of illness, resorted to complaining to JD Sport’s on social media.
It was only then she was contacted about the £90 refund on November 27.
“I no longer have faith in JD and will not order again,” she told The Sun.
What are my refund rights?
YOUR refund rights depend on whether you bought the product online or in store.
Online, over the phone or by mail order:
You have the right to your money back if you change your mind about an order placed online, over the phone or by mail order, without having to give a reason.
Under the Consumer Contracts Regulations, you have the right to cancel your order from the moment you place it to 14 days after you receive your goods.
You then have another 14 days to let the retailer know that you’d like your money back and return it.
The retailer then has 14 days to give you your money back.
If the goods are faulty, you have 30 days to return it and still get your money refunded.
If you pay for speedy delivery and the item doesn’t arrive on time you can ask for a refund on the cost.
You can only ask for a refund if the goods that you bought are faulty.
If you’ve simply changed your mind on something you don’t technically have the right to demand your money back.
But many retailers offer a “goodwill” returns policy, which includes either an exchange, refund or credit note if you want to take seomthing back to the store.
These usually last around 28 days but vary depending on the retailer.
Delivery costs between £2.99 and £4.99 from JD Sports but it’s free on orders over £70.
Some shoppers have also had their orders cancelled because items turn out not to be in stock but have been left waiting for refunds.
One shopper said on Trustpilot: “Will not order from JD again!! I placed an order and the money was taken from my account.”
“The next day I received a text saying that my order could not be fulfilled and I would receive a refund within a week.
“This was on November 7. I still haven’t received a refund as at November 28.
“JD shouldn’t have taken my money for an order they could never fulfil. I filled in the online contact form and heard nothing.
“I also contacted JD via Instagram and still nothing. I don’t feel that customer should have to chase refunds. I won’t order from them again.”
JD Sport is one of the non-essential retailers which has been forced to close during the second lockdown and shoppers are increasingly relying on online shopping.
A spokesperson for JD Sports said: “We regret any service issues which have recently arisen as a result of unprecedented online demand during a period of compulsory store closures.
“In order to ensure the safety of our colleagues at our warehouse due to Covid-19, we have rigidly applied social distancing and are presently operating with 30% less employees on site compared with the same time last year.
“We wish to thank our loyal customers for their patience during these unique and challenging times and would like to assure them that we are doing everything we possibly can to meet their requirements.”
Shops can stay open longer in run-up to Christmas – with 24/7 option in boost for retail after second lockdown.
Primark, M&S and Aldi are among the retailers extending their opening hours in the run-up to Christmas.