Fuzz

I feel I am getting the run around with an online company after non delivery of an item for mother days last month.
My first mail on the saturday before Mothers day was to say to the company, the product had not been delivered in time, (ordered a week before on the monday) the product was badged as "suitable mothers day presents", it hadn't arrived and I'd like a refund...
At the time of ordering the return automated mail said I'd recieve a further mail when the order was shipped, so naturally I added "Being as you have yet to dispach this item please cancel the order I placed with you!"
because I hadn't recieved any further correspondence from them since the order date (21st)

Monday I get back,
Thanks for your email
However this item was despatched to you and was sent by our supplier, Please let us know if this item has still not arrived.

Did I not just say it hasn't
Midnight monday I reply with "still not arrived and you have not sent me confirmation of shipping anyway, Please refund."

By wednesday I started to get pissy.
"I've checked with the neighbours, checked the garage and any other daft place a delivery driver might have shoved it.
Please refund my account as soon as possible as I have not been able to locate either a non delivery card or the product it's self.
No further mails from yourselves since Monday either, Could you please enlighten me as to what is being done."

Thursday I get a reply

It said "After recently reviewing our returns and refund procedure we have worked to make it more efficient and effective."

1) Send us a letter with the following information,
- Your full name
- Item ordered
- Reason for requesting refund
- Have you returned item?
- Information relating to return of item (i.e. postal proof of return)
- Your website order number
- Contact Address
- Contact Phone Number
- Value of refund you are seeking
- Have you already contacted us before regarding this refund? (please give any information you think may help)

2) Send the signed letter back in the post back to us:
- Return address: ********************************
We are only accepting refund applications via the postal method now due to huge problems with email and refunds procedures.



Sent that back (recorded delivery ) and went to check it just now...
"please come back later" says the royal mail as "information on your item is not yet available online"

That was posted 10 forking days ago.

Either Royal mail lost it or aint delivered it.. (question is why aint they delivered it )

Do I just get a solicitor involved and be done with it or give them more time to sort their **** out.

They took the money on the 21st (the date of order)
Can I start charging the ******* interest


Andy

Fuzz

This isn't an e-bay shop by the way.

Clarebabes

How much was the item?

16vmarc

Name and shame, name and shame

Fuzz

expert shopper

£68.40 inc postage

Enigma

If you paid for it by credit card then just contact your credit card company. They should refund you & deal with it themselves.

Fuzz

Nope, debit card. Doh !

Enigma

Bugga, that's too bad

I had the same problem before Christmas after ordering a PSP online. I gave them an extra 4 weeks to deliver from their stated delivery date. It didn't arrive so contacted the credit card company & I had a refund from them within 7 to 10 days.

brumdaisy

a few suggestions....

ring your trading standards dept (part of your local council) some are very good, others are dire but the least they will do is advise you of your rights and suggest next steps...

find out if there is a parent company and alert the problem to them - again some will take it seriously, others wont give a ****

if you are prepared to go through with it, drop the company an email about how your local paper/radio is very interested in stories like this and you are quite prepared to have your photo (and their logo) in print. If you do this its best to quote a journalists name - get it off the papers/radio stations website - adds a bit of credibility. If you're in Birmingham you're laughing - the local BBC radio and newspaper love these stories

I did the last step when a certain orange DIY store screwed up my kitchen order - I was quite prepared to go to the press and so sent a statement of my complaint to their press office and whadya know....!

MikeCardiff

iTrader: (2)

If the RM website is showing as not delivered after 10 days, they've lost it, which means the company havent had your letter.

Send another copy to them, then give them a few days to act on it, and if they havent dont anything phone them up and find out what is going on.

Getting your **** in your hand and threatening to phone watchdog isnt going to make the company inclined to sort it out faster for you.

Fuzz

Rang RM just now and they say it's considered lost after 15 days...
Compensation for postage / value of up to £32 quid can be had on that... but it doesn't help me get my cash back from the other two bit company.

Andy

Fuzz

*Update*
I rang royal mail again last week after the 15 day considered lost deadline to find it has now been delivered and was done so on the 13th..
So another e-mail to the offending online company to tell them that they had received my details / instructions as per request and would they now contact me ASAP as to what was being done...
I've waited a few weeks as you can see and NO reply..
SO.. straight to the solicitor or to CAB first
If I go to the solicitor that's going to cost me.
What's the likely hood of getting costs paid as well.

Final wake up call went like this.
Hi.
If you do not reply suitably to this e-mail, I will have no choice but to put the recovery of money owed to me in the hands of my solicitor, To which I will be recovering costs and interest as well as the original sum outstanding.



Anyone been through this before?

Andy

Apparition

I can see similar things about to happen with my recent purchase from "ipodstuff" in Notts. Bought ( or so I mistakenly thought ) a smart digi card 1 Gb for me new digi camera. Was sent two emails last Tuesday to say that the card had been dispatched 1st class post and would be with me within 1 - 3 days. Hadn't arrived by Saturday , so I emailed them to say so. I got back a reply later that day to say they will only consider it lost in the post after 2 weeks !!! Then they will ( so they say ) send out a duplicate.
Now I only ordered from them because they make a big song and dance about quick 1st class delivery and I needed the card for this weekend for the new camera. What good is waiting for 2 weeks for gawd's sakes?
Useless.
Yve

Suresh

Sorry to hear of your troubles.
It's a a useful lesson to only buy from trusted retailers and even then preferably offline, so you only actually pay when you get the goods in your hands.

Suresh

Fuzz

There didn't seem to be any reviews of that website at the time and none of the usuals had what I was looking for..

Anyway, looks like that last e-mail woke somone up.


Thank you for your email.
Please accept our apologies.
I will pass this onto our accounts department and ask that they give
this matter their immediate attention.
Kind Regards
ExpertShopper.Com Customer Services



Andy

16vmarc

Amazing what certain word's can do isn't it!!