Casual Basement Opiniones 1937

Respuesta de Casual Basement

6 mar 2026

Dear Mohammad,

Thank you for your review. We’re sorry to hear about the delivery issue and would like to help clarify the situation.

According to the courier and also tracking information, your order was dispatched on time and a delivery attempt was made to your shipping address provided three days ago. Unfortunately, the courier was unable to access the address at that time, so they scheduled another delivery attempt on the next working day.

To help ensure you receive your order as soon as possible, could you please check your tracking link and update the delivery preferences? You can choose to have the parcel delivered to a nearby accessible address (such as a neighbour) or redirect it to a local collection point for pickup.

Your parcel has now been with the courier for several days, so updating these details will help them complete the delivery successfully.

If you need any assistance with this, please feel free to let us know, we’re happy to help.

Kind regards,

Respuesta de Casual Basement

Actualizada el 14 ene 2026

Dear Steve,

Thank you for taking the time to leave a review. We would like to clarify a number of factual inaccuracies in your statement for the benefit of other customers.

Your order was dispatched correctly using Royal Mail’s tracked and signed service to the delivery address you provided at checkout. Following your report of non-receipt, we raised a formal investigation with Royal Mail on your behalf and escalated this for further review in line with our anti-fraud and delivery dispute procedures.

Royal Mail subsequently confirmed, that the parcel was successfully delivered as addressed. This confirmation was supported by:

Exact GPS location data matching your property

A delivery photograph taken at your address

Confirmation from the delivery officer that the item was not left on a public footpath or outside the property

Royal Mail therefore rejected the non-receipt claim, confirming that delivery was completed correctly. This outcome is not a matter of opinion, nor an assumption on our part, but the formal conclusion of the courier following investigation. As a result, the retail contract was fulfilled in accordance with the Consumer Rights Act 2015, and no breach has occurred.

To address further points raised:

The item was not left “outside on a public footpath”

A delivery photograph exists showing delivery at your property

We did open, pursue, and escalate a dispute with Royal Mail on your behalf

The claim was rejected due to confirmed delivery evidence, not refusal on our part

Responsibility does not remain with the retailer once confirmed delivery has been evidenced and upheld by the courier

We understand this is not the outcome you hoped for, however, where delivery has been conclusively confirmed, a retailer is neither legally nor contractually obliged to issue a refund.

Casual Basement has operated transparently, followed due process, and complied fully with consumer legislation. We categorically reject the suggestion that customers “risk losing their money” by ordering with us. Thousands of orders are successfully delivered, and in the rare instances where delivery disputes arise, they are handled consistently, fairly, and in accordance with established procedures.

Should you wish to pursue the matter further via the courts, you are of course entitled to do so, and we will respond accordingly if required. Our position, however, remains unchanged. We regret any frustration this may have caused you and thank you for your custom in the first instance.

Kind regards,

Respuesta de Casual Basement

3 ene 2026

Dear Darren,

Thank you for taking the time to leave a review.

We can confirm that your order was dispatched to the delivery address provided at checkout. Royal Mail subsequently notified us that the parcel had been routed to an incorrect mailing centre, which caused a delay in delivery. This issue has since been corrected by the courier.

While delays within the courier network are outside of our control, we understand how frustrating this can be. Although we feel the circumstances were beyond our responsibility, we appreciate your feedback and regret any inconvenience the delay may have caused. We thank you for your custom.

Kind regards