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kenmar
regular
Reg'd: Wed
Posts: 64
Loc: Woodbridge Suffolk UK
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I recently made an online purchase with a uk firm. The goods failed to arrive and when I phoned them they said the couriers should have delivered it,and they would check with the couriers and phone me back.(which they did not).
I phoned them a couple of days later,and got the same response (they failed to phone back)
Two emails to their website went unanswered. Phone calls to them involve a long queue and I usually give up holding.
What should be my next move? Is there a regulatory body I could approach?
Regretably I paid by Debit Card and not a credit card.The transaction was for £113-99
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greysts
regular
Reg'd: Thu
Posts: 17117
Loc: Colchester
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When you ordered the goods did you get any emails acknowledging your order and your payment? Were you advised when the goods were despatched and which courier was being used? Did the company use a courier that required a signature on receipt of the goods? Did the courier company use a Track and Trace system and were you advised of the bar code?
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Do you know that we're all in line for succession to the throne? Really?
Well, if forty-eight million, two hundred thousand, seven hundred and one people died I'd be Queen.
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kenmar
regular
Reg'd: Wed
Posts: 64
Loc: Woodbridge Suffolk UK
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The answer is no to all.
However the debit card electronic receipt that I printed off does show the website name, order no, merchants name, and payment details.
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greysts
regular
Reg'd: Thu
Posts: 17117
Loc: Colchester
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I have to say that your chances of getting your money back are fairly slim. It sounds like this companies trading methods leave a lot to be desired. Do you feel like giving us the web address?
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Do you know that we're all in line for succession to the throne? Really?
Well, if forty-eight million, two hundred thousand, seven hundred and one people died I'd be Queen.
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kenmar
regular
Reg'd: Wed
Posts: 64
Loc: Woodbridge Suffolk UK
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Sucess (almost).
I finally managed to get back to the web trader on the phone today and got rather forcefull. He apologised and said he would contact the battery suppliers and also the courier and get straight back to me.
He was back in touch in less than ten minutes.
It turns out that the couriers damaged the battery in transit,but the three parties failed to comunicate with each other.
I have today received several emails and telephone calls from both the web trader and also the battery manufacturers.The result being the Goods (ie the Battery)will be delivered by the battery manufacturer immediately after the Easter Break.
I now beleive in my own mind that the original lack of comunication was caused by the website creating more trade than they were geared up to handle.
I thank you very much greysts for your input.
I shall make one final post once I have receive the goods
Kenmar
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FilthyRaider
regular
Reg'd: Thu
Posts: 410
Loc: It's dark very dark.......
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Most online purchases are covered by Distance Selling Regulations issued by OFT. Some of the threads in the Ebay section detail them.
At the end of the day it's a lot of fluff if the trader refuses to budge, but things do look good for you now. I have had a courier issue once and from the trader's side it was not a lot of fun.
Hate to say it, but the lesson is ALWAYS use a credit card.
We had a similar thing happen last year. In my case the trader would answer no emails, no calls, nothing. Then, being a sneaker 'b', I emailed them on another email address asking about a large order and got a reply, but they would not reply after that.
Finally I contacted the credit card company who immediately refunded the money. The ball was now in the trader's court as they had to come back to reclaim the money. They never did.
Through using eBay a lot I have also come across this:
https://www.moneyclaim.gov.uk/csmco2/index.jsp
Government backed, but never used it. Might be a useful bookmark for the future?
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I loved my grandmother very much.......and she fetched a good price on eBay.
Edited by FilthyRaider (Thu Mar 20 2008 08:58 PM)
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kenmar
regular
Reg'd: Wed
Posts: 64
Loc: Woodbridge Suffolk UK
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My goods (the Battery) have now been delivered.
Thank you all for the advice you have offered me.
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