Order issues

[JonnyBSky]

Ordered devices over a week ago - Sky have taken the money.

No delvery information ever given, no updates ever given.

Cannot get them to give me information from their support teams.

Essentiually at this point they have taken the money and refuse to deliver or update me in anyway.

They delted my last more detailed post here on this matter for some reason.

Can someone advise me on what my legal recourse with the authorities is? Can I open a fraud investigation with the police for example? 

Sky are literally point blank refusing to update me in anyway. I have screenshots from the support chat to prove and support this.

Moderator Actions: Title edited to better reflect issue.

[JonnyBSky]

Essentailly I ordered some devices over a week ago.

The order went through on the day and they charged me the money and I go a confrimation email right away.

Since then the orders have NEVER shown up in 'My Orders' - I've had no communication telling me when or if they will be delivered.

I've contacted SKY through chat multiple times but being told multiple different things - from just not sure whats happening and wait to they can't refund me because the orders are processing and today was told the devices are showing as delivered despite never having any comms from SKY or DPD about any delivery at all.

Essentially at this point Sky are attempting to take the money for the devices and not deliver without ANY explanation!

Its getting to the poit where I feel I need to escalte this to the police and report a fraud.

Does anyone know what my consumer rights are when a company just takes money and then refueses to deliver on the items they have charged me for?

[Daniel0210]

@JonnyBSky 

The police wouldn't be interested and neither would Action Fraud. There's been no money stolen and no fraudulent order taken.

You just need to persevere in contacting Sky and establishing the current status of your order.

As we’re customers we have no insight into stock levels or any delivery timescales. The most up to date information (after credit checks are complete) on your particular order should become available at:
https://www.sky.com/help/articles/track-sky-order

When your order is ready you should get an email from Sky, and then another from the courier (in the UK that’s usually DPD) which will have details of your 1 hour delivery time slot.

[Daniel0210]

@JonnyBSky 

I actually replied to your first post which was probably gobbled up by the automated filters due to the content. It should return once moderated. 

There's been no fraud. Action Fraud and the police won't be interested. 

[63johnw]

Hi @JonnyBSky  what does it say when you track your order ?

https://www.sky.com/help/articles/delivery-sky-mobile

[JonnyBSky]

Nothing - have checked everyday since ordering.

No information given at any point. 

Continually says no active orders.

[SpaceSparkie]

Hi @JonnyBSky 

Apologised Your post was picked up by the automatic filters. It is now back in view.

Thanks 

Sarah 

Community Moderatior