I bought some items from Myer three and a half weeks ago. They were dispatched two days later and still haven’t arrived. I was told by Myer to engage with the courier – who confirmed in writing five days ago that the parcel is lost in transit (I have provided this information to Myer). Myer is insisting it needs to engage with the courier itself and I now haven’t had any further advice for five days. I have used its “concierge” service online and made a written complaint, however just keep getting told the same thing (including that its systems don’t tell it about a lost item unless the consumer complains).
This happened with Mecca recently (luckily the only two times it has happened) and it had great in-person service, systems that allowed it to quickly confirm the item was lost and it resent a new order quickly. What are my rights and what else can I do? What is a reasonable amount of time to wait for Myer to resolve this?
