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Retail watchdog “reassured” after delivery delays spark complaints against Caister company

PUBLISHED: 16:02 21 December 2012 | UPDATED: 16:07 21 December 2012

The Norfolk Hamper Company based in Caister.

Picture: James Bass

The Norfolk Hamper Company based in Caister. Picture: James Bass

Archant Norfolk Photographic © 2012

A retail watchdog says it has been “reassured” a Caister company is doing all it can to get its orders of bespoke hampers delivered before Christmas - after delays sparked complaints from customers.

Trading standards officers visited the Norfolk Hamper Company earlier today (Friday) after taking concerned calls from customers over outstanding goods. Officers said consumers had also complained that the company had not been responding to phone calls and emails about parcels yet to arrive.

But they said they were satisfied having visited the owner, that he and his staff were working hard to “ensure all existing orders are delivered by December 24”.

David Collinson, assistant director for public protection at Norfolk County Council, said: “On behalf of the public, we have today sought reassurances from The Norfolk Hamper Company Ltd.

“The alleged failure to respond to emails and phone calls regarding items, which have been ordered but not yet received, has quite understandably caused concern for some people.

“The company has assured us that they are working hard to ensure that as many people as possible receive what they have ordered before Christmas.

“For those that do not receive their order, or if their order contains missing or poorly substituted items, then the company have assured us that they will provide refunds.

“By making residents aware of this matter, people can consider whether they need to make an alternative arrangement ahead of Christmas.”

Mr Collinson added that officers would continue to work with the firm to “resolve issues that some customers have experienced”.

If customers have ordered goods that are not dispatched to them, or if they receive a delivery but it contains missing or poorly substituted items, complaints can be made via the Citizens Advice helpline on 08454 040506 or via the online form at www.citizensadvice.org.uk

Customers are also advised to write to the Norfolk Hamper Company with details of their complaint, making sure they provide details of their order and payment.

If customers paid for a single item that cost over £100, the credit card company is legally liable for any claim against the company, and they should also contact their card provider.

Anyone who paid via a money transfer service, such as PayPal, they can raise a formal dispute with them. However, customers should be aware there may be time restrictions on their claim so it is advisable to raise their complaint as soon as possible.

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