FURIOUS Wilko customers have been left chasing missing orders after the chain shut its helplines after calling in administrators.
Shoppers have been struggling to get hold of Wilko’s customer service team and some have waited for days for a reply to their queries.
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The complaints have poured in on social media, with customers asking why they’re still waiting for their orders.
Some say they can’t get hold of Wilko to ask about when their goods will be delivered.
Writing on Facebook, one shopper said: “It’d be great if my order would actually arrive and if I could get a response from the customer service team.”
While another on X, formerly known as Twitter, said: “@LoveWilko Mine and my partner’s furniture has gone missing! No one is answering us and it was meant to have arrived six days ago.”
And a third wrote: “I had a delivery dispatched and was due to arrive on 3rd august. It’s not arrived and I’m now £150 worse off.
“I know it’s very tough for you all at the moment. But would like to know what’s happened with my order. Thanks”
The Sun has contacted Wilko and administrators PricewaterhouseCoopers (PWC) for comment.
Wilko has now stopped processing click-and-collect orders meaning shoppers can no longer order online and pick up the delivery in their nearest store.
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It had already suspended its home delivery service before administrators were appointed.
Wilko has been in a race to find a new owner after filing a notice of intent to appoint administrators last week.
Currently, all 400 shops are continuing to trade as usual but fears have been growing over the future of the chain, as well as 12,000 jobs.
It comes as The Sun revealed that a sale could come as early as the end of next week.
It is not yet known if a buyer could save stores and the brand, or could just purchase the brick and mortar sites to use as their own.
Or, a deal could include no stores at all, instead buying up the stock or brand name.
Meanwhile, fellow discounters Home Bargains and Dunelm are among the retailers offering devastated Wilko staff a new role if stores do have to close.
Across social media shoppers have been sharing their emotional tributes to the discounter, with many comparing it to the loss of Woolworths.
Chief Executive Officer, Mark Jackson, said yesterday that the company had “left no stone unturned” in a bid to save the chain.
In an emotional open letter to all staff and heartbroken shoppers, Mr Jackson thanked them for their support.
What if I’ve ordered from Wilko and my item hasn’t arrived?
According to Citizen Advice, if you bought an item from a shop before it closed down, you do not have an automatic right to a refund.
But if you ordered an item and it never arrived there are a number of ways to claw your money back.
Customers should firstly try and get in touch with the company or its appointed administrators and ask for the item purchased or a full cash refund.
How do I request a refund if I can’t get in touch with Wilko?
If you can’t get hold of the company or they fail to respond to your request for a refund, there are still ways to get your money back.
If you paid by credit card
If you paid for the item using a credit card, you’ll be covered by Section 75 of the Consumer Credit Act.
This means that if you pay for a big purchase on your credit card and something happens – like the goods aren’t delivered or the shop goes bust – your card provider is just as responsible as the retailer to refund you.
To make a claim, contact your credit card provider – your first port of call should be its customer services phone number – and tell them you want to make a claim under Section 75.
It should then send you a claim form which you can fill-in and your provider will use to process your application.
Your card firm might ask you to provide evidence such as a receipt or a report verifying that the item is faulty.
If you paid by debit card
If you didn’t pay for the item with a credit card – don’t panic. If you paid with a debit card you’ll be covered by chargeback rules.
Chargeback can be used to reclaim cash for goods and services you don’t receive that have been paid for by debit card, or by credit card for purchases under £100.
Claims must be made within 120 days of the transaction and to start a chargeback, you need to contact your card provider.
If you paid using buy now, pay later?
If you paid for an item using a buy now, pay later provider, you’ll need to contact them first to check if they have a process for you to reclaim the cash.
This sector is largely unregulated and it doesn’t offer customers the same protections as those who shop with a credit or debit card.
What if I’ve got a Wilko item – what are my rights
If you have a Wilko item already and you need to enquire about a repair or replacement you may be protected under the Consumer Rights Act.
According to Which?, if you’ve been supplied with faulty goods and the company is placed into administration but still trading – you may still be able to get a replacement.
Make sure to read any warranty or manufacturer guarantees as this could increase the likelihood that you’ll be able to get an item repaired or replaced.
Meanwhile, here is the full list of 400 Wilko stores at risk of closing.
For live updates keep an eye on our live blog.
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