Kevin from Cork has encountered a problem with an online purchase of DIY tools that were never delivered. After contacting the retailer and the courier, he received conflicting responses, leaving him frustrated and out of pocket by €280.

Under EU consumer law, retailers are obligated to deliver goods within a specified timeframe. If no timeframe is provided, delivery must occur within 30 days. In this case, the retailer is responsible for ensuring the tools are delivered, and if they fail to do so, they must either provide a new delivery date or issue a full refund.

Kevin is advised to contact the retailer again, clearly stating his consumer rights and the details of his situation. It is recommended to follow up any phone conversations with an email to maintain a written record.

If the retailer continues to provide unsatisfactory responses, Kevin can consider contacting his card provider for a chargeback or pursuing a claim through the small claims court for amounts up to €2,000, with a nominal application fee.