Gift Card Not Received

[bednobs]

Hi, i ordered a gift card from a retailer before christmas, and it was sent by royal mail. It never arrived and i called them last week to let them know. they said they would cancel that one and send another.
I heard from them this morning that when they tried to devalue the original order, it had been discovered that the gift card had been used (in a store about 50 miles away from where i live)
they are now saying as it's been spent, it must have been me, and are not going to replace it!
so i have paid for something i never received and i can't get a refund.
what would my next move be please?

[woofgang]

Did they send it via a signed for service?

[bednobs]

nope

[murraymints]

retailer will have to take issue with carrier ..Royal Mail ? I would contact Trading Standards

[woofgang]

I agree with Murray.

[bednobs]

ha! and now they are ignoring my emails

[237SJ]

Did you pay for it with a credit card?

[NoMercy]

Threaten to get the police involved. They might only be saying they sent it.

[NoMercy]

Are you on Twitter? Companies hate being slated on Twitter and invariably the customer service team will be falling over themselves to resolve the issue with you once you start tweeting about your negative experience.