Consumer Rights: MoneySavingExpert.com discussion

derrick

Dee_from_Kent wrote: »

28 day money back guarantee
I want to return a Vibrostation machine costing £895.00 after ONE day as I am unsure of its safety health wise. I have been told it will cost me £70 to return and I am liable even tho I wasn't advised this when I emailed about the 28 day money back guarantee. I am unemployed and was hoping to purchase the machine over long term which is why I placed on a credit card to pay back slowly. The machine was for health reasons to get me back tohealth and into a working world. Now I am more stressed depressed than when I started as they are saying I will be liable to pay the £70 return. This was not made clear to me at the start and on the web site states only 28 day money back guarantee. I am at my wits end... does anyone have any advice? If I were working I would still not want to pay the money but would probably have to pay it ... but as I am not working is there anyway I can get back to sq one? I feel sick in my stomach! I thought this would be a start to getting out of debt and well again not into more debt and more ill depressed and stressed.,, please help with advice if you can ? ...The chap said he would call me back later today, no idea what for whether it is to arrange collection or because of the reasons he gave as to why I should purchase the machine. I am new here and not even sure if I have posts this correctly.
If anyone knows please help I am sitting here waiting for any help or advice ...

Unless they informed you of return P&P in a durable form prior to dispatch, then the cannot charge you for it.




See [FONT=&quot]OFTs BUSINESS GUIDE TO DSR [/FONT]

From page 27; -
Who pays for returning the goods if the consumer cancels an order?
3.55 If you want the consumer to return the goods and to pay for that return, you must make it clear in the contract and as part of the required written information – see paragraph 3.10. If the consumer then fails to return the goods, or sends them at your expense, you can charge them the direct cost to you of the return, even if you have already refunded the consumer’s money. You are not allowed to make any further charges, such as a restocking charge or an administration charge.

3.56 If you did not include these details in the required written information then you cannot charge anything. See paragraph 3.10. You can never require consumers to pay the cost of returning substitute goods – see paragraph 3.1 for more information.

3.57 If the goods are faulty or do not comply with the contract, you will have to pay for their return whatever the circumstances.


Under DSR, you are required to inform them within 7 WORKING days, beginning with the day after receipt.

You should also contact Trading Standards as they are denying you your legal rights,(assuming they did not inform you prior to dispatch),

TS can be contacted via Consumer Direct on Freephone, (from a landline or payphone). on 0808 1561036

harz99

I was unfortunate enough to suffer a medical problem whilst on a Royal Caribbean Cruise Lines ship; a visit to the ship's doctor resulted in me being told that she would not allow me to travel further and I must leave the ship and go to hospital (which I subsequently did). Despite not wanting to leave I was given no option but to do so.


I have been in correspondence with RCCL in Miami, America; who after several emailed letters and four weeks of wasted time, passed my complaints over to their UK office. Several days later I was reimbursed for some phone calls that had been charged to me in error - that was the first part of my complaint dealt with.

The second matter is my claim for pro rata refund in respect of loss of enjoyment of the remaining days of the cruise after they refused to allow me to travel further. The UK office has simply refused to deal with this.

Before I go down the route of a small claims court I would like to try the highest ranked RCCL person in the UK - any ideas or names would be really useful!

Art_2

harz99 wrote: »

I was unfortunate enough to suffer a medical problem whilst on a Royal Caribbean Cruise Lines ship; a visit to the ship's doctor resulted in me being told that she would not allow me to travel further and I must leave the ship and go to hospital (which I subsequently did). Despite not wanting to leave I was given no option but to do so.


I have been in correspondence with RCCL in Miami, America; who after several emailed letters and four weeks of wasted time, passed my complaints over to their UK office. Several days later I was reimbursed for some phone calls that had been charged to me in error - that was the first part of my complaint dealt with.

The second matter is my claim for pro rata refund in respect of loss of enjoyment of the remaining days of the cruise after they refused to allow me to travel further. The UK office has simply refused to deal with this.

Before I go down the route of a small claims court I would like to try the highest ranked RCCL person in the UK - any ideas or names would be really useful!

Have you spoken to your insurers about this problem?

Regards,
Art.

harz99

Art wrote: »

Have you spoken to your insurers about this problem?

Regards,
Art.

Yes; my insurers looked after me from then on until I eventually got back to the UK. But loss of the cruise days is not covered.

As I said in my earlier post I am trying to get a pro rata refund from RCCL as they have taken my money for a full cruise and then prevented me from completing my holiday.

To progress this I could really do with contact details for a senior executive in the RCCL UK operation.

custardy

harz99 wrote: »

Yes; my insurers looked after me from then on until I eventually got back to the UK. But loss of the cruise days is not covered.

As I said in my earlier post I am trying to get a pro rata refund from RCCL as they have taken my money for a full cruise and then prevented me from completing my holiday.

To progress this I could really do with contact details for a senior executive in the RCCL UK operation.

surely you were ill enough to be hospitalised,so it was in your best interests?
the cruise company wont have made extra money,as they couldnt have filled your place,so its surely not their fault you were ill either?

Art_2

harz99 wrote: »

Yes; my insurers looked after me from then on until I eventually got back to the UK. But loss of the cruise days is not covered.

As I said in my earlier post I am trying to get a pro rata refund from RCCL as they have taken my money for a full cruise and then prevented me from completing my holiday.

To progress this I could really do with contact details for a senior executive in the RCCL UK operation.

Try doing a company search to see if there are any directors listed.
I think you will find it difficult to get any refund though as the problem wasn't RCCs but yours.

Regards,
Art.

Smiley_Mum

I purchased a new shopping trolley from the above company in March. I had used it for little over a month and the bag is now starting to come apart. I contacted the company, via email, phone and have sent photos as requested. They informed that they would send a replacement bag, this was over 3 weeks ago. I paid over £60 for this trolley and would expect it to last longer than a month. I contacted the shop again yesterday and was told that he remembered vaguely something about the trolley, that one had been sent out but he wasn't sure, had to check etc and would call back today. No phone call today, no email today. Currently stuck with a trolley that is disintegrating fast after little over a month's light use after paying over £60 for the trolley. Paid for via Paypal using credit card. Would anyone be able to advise me of where I stand with regard to this. I note that there is another site which is called Shop ee zee, looks very similar to trolley revolution. Just wondering whether the first company has gone down the pan and everything is getting transferred to the second company. If anyone can advise me of what I should do I'd greatly appreciate it. In the meantime, I'd be wary of both companies. TIA.

Art_2

Write to the company, recorded delivery, outlining your problem and tell them you want the matter dealt with within 10 days. If they don't sort it out you could go to the Small Claims Court but you will have to decide if it's worth it for the amount involved. You do not have any claim on your credit card company as the amount is under £100.

Regards,
Art.

Smiley_Mum

Thanks very much appreciate the quick response. I know I can't claim anything with credit card. It's really annoying as I'm a repeat customer, not that that means much nowadays. I haven't even asked them for the money back, I just want a trolley that isn't falling apart. They claimed they sent out a trolley a few weeks ago but given their good record of delivery up until now, no problems etc, I find that hard to believe. No contact today either so... Recorded Deliver it is. Thanks.

Art_2

Was this purchased in march of this year? If so you can reject the trolley as not being of merchantable quality and not fit for purpose and demand your money back.

Regards,
Art.