Hi there, I'm hoping someone can help advise me as to my next move. This is the background:- On 4th December 2012, I ordered an xbox game for my nephew's birthday (December 13th). Usually delivery was stated at between 2-5 business days and they said I should receive my item 'on or before 12th December', which was fine. The 12th came and went and so I rang the head office for The Hut - who took 11 minutes of constant ringing before they picked up! I explained that I was concerned about the item not arriving yet and the lady took my details and said she would get someone to look into it. I thanked her for her time. Later that evening, I received an email. It was as follows:- Hello (my name), Thanks for placing your order with TheHut.com, order number :....... Please do not reply to us at this e-mail address as we will not receive your message. This is an automated response. 'A customer service colleague has sent you the following message: Hi (my name), Thanks for getting in touch to let us know you haven't yet received your order. I am really sorry to hear that you haven't yet received your order. This was sent to you on 12/12/2012 and delivery is usually made within 3-5 working days. Our policy is to allow a full 14 days for the items to arrive. If you still haven't received it by 26/12/2012 please do let us know so that we can investigate this for you. If there's anything else we can do please don't hesitate to get in touch and a member of our team will be happy to help. Kind regards, Amy The Hut.com Customer Service Team Should you have any further questions please contact us through your online account message centre or on 0844 243 9090 and we will be able to help you further. Kind Regards, TheHut.com Team Tel: 0844 243 9090' Sent on 12/12/12? I wrote back, using the messaging system they specified, with the following:- 'To Thehut.com team, After being told that the game I ordered on the 4th December (for my nephew's birthday) had been dispatched on the 5th and should arrive on or no later than the 12th December, I was saddened that it did not and I contacted head office, where I was told it would be looked into. I later received an email, apologising for the non receipt of the item and telling me it had been dispatched on THE 12th DECEMBER and I should let you know if I hadn't received it by THE 26th! This is not acceptable to me and I now wish to cancel my order with yourselves and have my money refunded. Regards, (me). Order number: ............ At this point, I went out and bought my nephew the same game (albeit more expensive elsewhere) and he had his game in time. At 9:24pm on the night of the 13th, I had a response from thehut.com, with different information:- 'One of our customer services advisors has reviewed your query and we are able to confirm the following: Hi (my name) Thanks for getting in touch about your order number ............ I can confirm the order was definitely despatched on 5th December 2012 and delivery is usually made within 3-5 working days. Our policy is to allow a full 14 days for the items to arrive. If you still haven't received it by 19/12/2012 please do let us know so that we can investigate this for you. If there's anything else we can do please don't hesitate to get in touch and a member of our team will be happy to help. Kind regards, Luci thehut.com Customer Service Team' To this, I responded with:- 'Hi ........ Thank you for getting back to me so quickly but due to the amount of stress caused by the earlier message, that said the game I ordered had been sent out on the 12th, I have been forced to go elsewhere for my nephew's present, to avoid disappointment. I see you have now amended the date but I'm afraid the damage has already been done on this occasion and I would still like to persue a refund. Best regards, (me).' I then emailed them an update:- 'Hi, Following my earlier, as yet unresponded to, message to yourselves - I thought I should give you an update. The game finally arrived today and I now require an authorisation number and returns address. I believe you only refund postage where an item is faulty or the incorrect item. This is the case too! The item I ordered was the XBox Live version and I have been sent the Classics version instead. I will attach the screen print I took at the time of the correct item. Best Wishes, (me).' I figured that I might need to show them the screen print that I made at the time of placing the order as it clearly showed that the version shown in the picture was not the version received. I also asked them in a separate message to:- 'Please stop sending me advertising emails but please do respond to my emails about a refund! (me).' After waiting and waiting for a response, I sent the following message to them on Wednesday night:- 'Why has no-one replied to my other 2 messages, sent to the same email you have previously replied from? I want to return the item for a refund, as you well know and it wasn't even the correct item. You have 24 hours to respond or I start making official complaints wherever I can. (me).' It's now Friday night and still nothing. Where do I go from here? Thank you to anyone that takes the time to read this as I realise it's rather more like an essay! Catwoman A.

Hello I have read their returns policy but could not find information before posting here. I placed an order with TheHut.com. I then canceled order first thing next day. The order had not been sent out it was still in the processing stage. On the same day i canceled they sent message sorry we cannot cancel here is your returns information to send back. I would like to know even though i canceled order before it was sent out. Would i be entitled to be refunded for the postage for sending back? Thanks