Jean Store - www.jeanstore.co.uk

Dear customer, I apologise that you haven't received the item as quickly as you hoped. They were despatched the same day as your order and typically take up to 3 days to arrive. I must correct your claim that you must wait 21 days and then ask Royal Mail for a refund - this is not true. We have simply stated that 5 days is not long enough for Royal Mail to deem the parcel missing, and the likelihood is that it will arrive in the coming days. We also specified that should the parcel be lost, WE will claim from Royal Mail, and you will be refunded by US. You have since been given the opportunity to place another order so you receive your jeans quicker, and a refund for your original order. I apologise for any inconvenience caused, this does not happen often but unfortunately is always possible with postal services and is outside of our control. Many thanks for your order with us. Jean Store

Dear customer, I apologise that you haven't received the item as quickly as you hoped. They were despatched the same day as your order and typically take up to 3 days to arrive. I must correct your claim that you must wait 21 days and then ask Royal Mail for a refund - this is not true. We have simply stated that 5 days is not long enough for Royal Mail to deem the parcel missing, and the likelihood is that it will arrive in the coming days. We also specified that should the parcel be lost, WE will claim from Royal Mail, and you will be refunded by US. You have since been given the opportunity to place another order so you receive your jeans quicker, and a refund for your original order. I apologise for any inconvenience caused, this does not happen often but unfortunately is always possible with postal services and is outside of our control. Many thanks for your order with us. Jean Store

A simple apology was all that was required along with the acknowledgement that on this occasion JeanStore hadn't 'lived up to my expectations'. However, to say that the goods were 'available to order' when my tracking information states that my order was 'picked in store' the same day I placed my order now makes me feel you are trying to suggest I have got all this wrong. I haven't. How could they have been picked in store if they were, as you point out above, not in stock? If the goods had indeed been showing as 'available to order' then there is no way I would have placed an order for them. And don't forget, this isn't the first time my goods haven't been delivered within the stated delivery period, it isn't the first time my order has been showing 'in stock' when, by your own admission, they were not, and this isn't the first time I haven't received prior notice of any delay with regards to delivery. Perhaps I've just been unlucky on two occasions.

Hello there,

Firstly please let me take the opportunity to thank you for your order.

I apologise that you feel the communication has not been at the level you expect - if there are ever delays in shipping products to our customers we do inform the customer by telephone or email. If you have not received an email I will have a look in to this for you.

On this occasion, despite your comments above I can see that the products you ordered were actually shown as "available to order" rather than "in stock" and our website does clearly explain on several pages that this can mean a slightly lengthier delivery time while we order the products in. Any products shown as "in stock" are always delivered within 1-3 days.

I regret that we haven't been able to live up to your expectations on this occasion, but hopefully our great prices will tempt you to use us again in the future.

If you have any further issues please contact our customer services team.

Kind Regards,

Jean Store