Wedgwood: a potted history of a missing online order

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This sounds somewhat trivial compared with everything else that’s going on in the world, but I’m very frustrated with Wedgwood.

On 2 December I ordered a number of things from the pottery firm’s website. While the other items arrived, a £51 plant pot did not, and all my attempts to get it since have failed.

Having missed Christmas, I was told it would arrive in late February, but it didn’t. I have since learned that it was never in stock.

Is there any chance you could find out what’s going on and get my money (or the pot) back?

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AB, Wolverhampton

Wedgwood blamed your experience on an IT glitch. It says you should have received an email on 22 December cancelling the order, but it was not sent.

The company has apologised, and explained that you were not charged. It claims your experience was not up to its normal standards.

To make amends it has offered to deliver you a larger version of the same pot, for the same price, with free delivery.

We welcome letters but cannot answer individually. Email us at or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions

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