John D.

I paid for an Xbox on the 30th of March at the cost of £329.26 for my father to keep him entertained due to the lockdown.
I have CCTV around the outside of my house and I waited for it eagerly for my father so as we could enjoy some gaming together.
After 3 days, I get an email asking how they have done... Not so well considering that it had not arrived but afterall, it was only 3 days.

After 11 days on the 10th of April, I decided to contact them having given ample time for it to arrive and checking the CCTV footage from around the house in case I missed it.

Finally after another 11 days on the 21st of April, I get an automated email and then someone also emailed me with the following:
"We do apologise for the inconveniences caused here, we are still currently investigating this with DPD, and are due to conclude within 24 to 72 hours from now. We will be in touch to resolve this matter. Can you advise at this stage if you are still wanting the item? Or a refund?"

By this point, I had already shelled out more money just buying one from a local retailer as both myself and my father were getting pretty bored in the house. So I requested a refund and again checked the CCTV - No sign of DPD except for a parcel that was no bigger than a book, turns out, my father ordered a tablet for himself instead. Still no Xbox

This went back and forth from this point where the typical response from them was "we are investigating with DPD"

After multiple emails, I decided to use all of the details I could find to find someone higher up the chain to deal with as I was clearly getting nowhere. Eventually I got a response as below:

"We're really sorry that you've had to send through an email regarding your experience with us.
I've got a dedicated team on hand to help our customers where there's an issue we haven't been able to resolve. One of my team will be in touch within the next 72 hours and they will be your single point of contact and try and help resolve any issues you're experiencing.
My apologies again that it's got to this point but rest assured we'll look into this further for you.
Kind Regards
Paul Sims
Head of Customer Service"

And then I also get this from someone else:

"Thank you for taking the time to email me. My sincere apologies that you have got to a point where you're having to send this email.
I'll be working with my team and Head of Customer Service to further investigate the issues you've had with us. We'll get back in touch once our investigation is complete to let you know how we can help.
Kind Regards
James Rigg
Customer Service Director"

The next day, on the 23rd of April... 24 DAYS after I had ordered the damn thing I am given "I will aim to be in touch with you within the next 2-3 working days" SERIOUSLY? From the email address: *******@buyitdirect.co.uk YET the email was signed by a "Katrina Shaw"?

I also got promised a call from a case manager by 11AM the next day which never happened.
After waiting another 3 days for the promised call, I contacted YET AGAIN on the 27th and was met by the response on the 28th of April:

"I am truly sorry for the delay and any inconvenience this has caused.
I have tried to call you this morning and left a voicemail.
DPD have advised us they have chased this investigation up and can see that all of there checkes show this parcel was delivered to the correct address.
Due to this, our investigation is now closed."

WHAT THE ACTUAL F**K? I checked, no call, no voicemail, nothing and DPD still maintain that they delivered it apparently? Despite there only being one appearance by them, with one parcel, for an android tablet completely unrelated, recorded on CCTV.

DPD did call me however on the 28th and ask me if it had been delivered, to which my response was the obvious, no, where is it? "Ah right, we'll continue to look into it"... then nothing

At this point, I replied to Laptops Indirect with:
"One of their checks was to ring me and ask me if it Was delivered!
It hardly takes a month! Where is the xbox or where is the money?
I have no choice but to call my bank and do a charge back. This is ridiculous and I'm furious.
Over £300 I'm out and all you have is this?!"

On the 29th of April, I get this:
"I hope you are well!
I am really sorry to hear of the issues raised here.
Please be aware as we had no contact from you DPD closed the investigation down.
Please can you provide a denial statement on paper along with proof of your signature, once we have this we will pass over to senior management to review and advise within 48 hours."

A denial statement... ARE YOU SERIOUS?! The whole damn email chain is a denial statement! Where is my money or my Xbox?! Either one will do at this point!

Nothing... They have since disputed the chargeback with my bank and now my bank has locked my account. I cannot withdraw money and have had to borrow to stock the cupboards.
An absolute audacious disgrace!