Consumer Rights: MoneySavingExpert.com discussion

Smiley_Mum

Smiley_Mum wrote: »

I was contacted last night and they informed me that a new trolley bag had been put in the post and should be with me by Monday. We shall see what happens. Thanks everyone for taking the time to respond to my post, much appreciated.

New bag has just arrived and have noticed that it is double stitched along the top, unlike the first one I received. Glad they got their act together, it took over a month but they got there in the end.

SimonSimple_2

You have solved my problem and I deeply appreciate your knowledge and help.
Simon.

harz99

Art wrote: »

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.

Thanks Art and you may well be correct but nothing ventured etc.; I have now found an email addy for the most senior RCCL person in the UK so will take it up with them.

always_running

hello right...............THis is what i would like advice on please!

I initially made this complaint on 7/03/2010. :
I have been dealing with xxxxxxxxxxxxx, but feel that as I received an answer phone message from the branch yesterday the fact that I want this dealt with in writing has yet again been misunderstood.
These are the details:
From: [EMAIL="njbirch@talktalk.net"]xxxxxxxxxxxxx[/EMAIL]
To: [EMAIL="SandraMcGarahan@opticalexpress.com"]xxxxxxxxxxxxx[/EMAIL]
Sent: Wednesday, April 21, 2010 11:51 AM
Subject: COMPLAINT
xxxxxxxxxxxxx, Good Morning, I am writing with regard to your email below.
The delay in my response to your suggestions has been due to your branch colleagues again, and that our 5 year old who suffers with anaphylaxis has been extremely ill.
Therefore to reiterate the now family complaint! : Initially when I emailed the customer service of xxxxxxxxxxxxx on 17/03/2010 I wanted to find out who I saw at the xxxxxxxxxxxxx on 31/01/2010.This was as I stated to rebook with this gentleman and congratulate him on his work as I found other members of staff very trying.
At this initial appointment I ordered two pairs of spectacles and waited for a call so that I could collect them. The first pair was urgent as my other glasses were broken and at that time I had no contact lenses.
No call was received therefore a while later my husband rang the branch to see if they were ready he was told "oh yes one pair" so we collected them as soon as we could; I think this was Thursday the 4th of February.
When we collected them I was asked if they were clear and said yes and asked if they could be fitted, the young girl of which there were two, said yes and disappeared with them. She came back and asked if they were OK, I said I would try them out at home as I wasn't sure. I asked if my other pair were ready and was told no, without any checking.
After two days of migraines when wearing these glass he telephoned yet again and were told headaches were to be expected this was not mentioned before.
Finally after waiting yet again we rang and asked if the other (proper) pair were ready and were told, " Yes they have been here since MONDAY"
This time when we collected them and I was asked the same question were they clear and again the answer was yes. The same girl was there I asked if she could fit them and she said "no she was not allowed" I was fuming and said to my husband, how could she not be allowed today when she was allowed last week.
She then said that I should come back and see a manager if I needed them to be fitted!!!!
We went back yet again, the first fitter recognised me and sniggered and then got someone who was very polite to do it, who in turn called the person who I believe was the manager. The first fitter was then very rude as I left.
I was appalled as your company have wasted lots of my family’s time and money, as I do not drive and our 5 year old has anaphylaxis (so cannot eat out) we can only get to xxxxxxxxxxxxx when she is home from school, has eaten and my Husband who works a complicated shift pattern is able to bring us.
We have paid £238 for two pairs of spectacles and a lot of grief.
I did debate going back in to the branch to resolve these issues but as we walked passed the shop just after making the complaint the girl that had 'fitted' my spectacles sniggered at us.
At that time we felt that the best and quickest solution was to re order the frames and have them fitted properly by someone who is qualified to do so, an explanation and recompense for the time that has been wasted.
After making this initial complaint and huge amount of time sent telling you in which media I wanted these complaints to be resolved, I finally complained to your manager and received the email from you dated 22/03/2010 which is below.
Within this email you finally told me who the gentleman I had my first appointment was and suggested that I visit the store have new frames ordered for me, have my lenses put into these new frames, free of charge and then the spectacles would fitted by either xxxxxxxxxxxxx or xxxxxxxxxxxxx.
You also suggested that to ensure that I am seen by either xxxxxxxxxxxxx or xxxxxxxxxxxxx, it would be best to call the store to make an appointment, we have tried this several times but each time being told that I can only make an appointment if I need a sight test!
Your Website claims that: our aim is to provide all of our customers with a world-class experience at all of our stores and clinics. We have not experienced this.
At this point to hopefully bring this to a suitable conclusion, we want, as stated originally, the frames and lenses to be re-ordered (Please confirm you know exactly what they are) to be telephoned on and left a message when they are ready.
We are not willing to left in the position of my having no spectacles again and of re-bounding to The Mall. We will then call to make an appointment with xxxxxxxxxxxxx to have them fitted properly.
We still require an apology from those involved, an explanation of events and recompense for the time that has been wasted.
I simply went into this xxxxxxxxxxxxx branch on 31/01/2010 with broken spectacles and have now on 21/04/2010 have two pairs of uncomfortable spectacles that I wear as little as possible.
I hope to hear from you as soon as possible after receipt of this email.

Yours Sincerely
xxxxxxxxxxxxx,

---

Original Message

---

From: [EMAIL="SandraMcGarahan@opticalexpress.com"]xxxxxxxxxxxxx[/EMAIL]
To:
Sent: Monday, March 22, 2010 1:46 PM
Subject: xxxxxxxxxxxxx
Good afternoon xxxxxxxxxxxxx
Thank you for your email that has been passed to me today from my line manager regarding our previous correspondence.
At xxxxxxxxxxxxx we pride ourselves in delivering a world class standard of customer care at all times whilst providing you with spectacles which meet both your visual requirements and our high standards within the shortest time possible. We were therefore disappointed to learn that on this occasion you felt this high standard of customer care had not been reached. Please be assured that your comments raised will be dealt with at store to ensure that this does not occur again.
xxxxxxxxxxxxx both appreciates and welcomes feedback from our customers, regardless of the nature, as it offers us the opportunity to both continually improve specific areas of our business. Firstly, I would like to take this opportunity to apologise for the customer care you have received from the xxxxxxxxxxxxx with regards to your spectacle purchase and the inconvenience that you have had.
I have spoke in length with xxxxxxxxxxxxx the manager at xxxxxxxxxxxxx store, and if you are experiencing difficulty with your visual acuity we would be required to have you book an appointment with the store for a retest.
The gentleman in question in your first email was the assistant manager of the store xxxxxxxxxxxxx. Both xxxxxxxxxxxxx and xxxxxxxxxxxxx would be delighted to have you visit the store and they will resolve the issues you have been having with your spectacles. xxxxxxxxxxxxx will order new frames for you and have your lenses put into the new frames for you free of charge. The spectacles will then be fitted by either xxxxxxxxxxxxx or xxxxxxxxxxxxx. To ensure that you are seen by either xxxxxxxxxxxxx or xxxxxxxxxxxxx, it would be best to call the store to make an appointment to avoid any disappointment if they are on a day off when you arrive at the branch. Any further issues that you may have can be discussed with the store manager.
Simply call the store to make this appointment as soon as possible on xxxxxxxxxxxxx. This offer is valid for 28 days from the date of this email.
　

I just want my money back now and to start again elsewhere. My little one has been ill again today and i do not need this hassle.

custardy

sorry,you need to collate the information
I started reading that but saw loads of stuff about illnesses and not driving

Art_2

I'm not surprised you haven't got a resolution to your problem. You seem confused. The company seems to be trying to help you and perhaps you should try and go along with this course of action.

always_running

I emailed the customer service of x on 17/03/2010 to find out who I saw on 31/01/2010.
At this initial appointment I ordered two pairs of spectacles and waited for a call so that I could collect them. The first pair was urgent as my other glasses were broken and at that time I had no contact lenses.
No call was we rang the branch to see if they were ready were told "oh yes one pair" so we collected them.
I asked if they could be fitted,and a girl disappeared with them. I said I would try the fit out at home and asked if my main proper pair were ready was told no.
Finally after waiting yet again we rang and asked if the proper pair were ready and were told, " Yes they have been here since MONDAY" We were in the store on the Monday.
We went to collect them and the same girl was there, I asked if she could fit them and she said "no she was not allowed" I was fuming how could she not be allowed today when she was allowed last week.
She then said that I should come back and see a manager if I needed them to be fitted!!!!
We went back yet again, the Girl sniggered at me and then got some one to refit my glasses.The girl was very rude as I left.
I am appalled as this company have wasted lots of my family’s time and money.We have paid £238 for two pairs of spectacles and a lot of grief.
I did debate going back in to the branch to resolve these issues but as we walked passed the shop just after making the complaint the Same girl that had 'fitted' my Still uncomfortable spectacles sniggered at us.
At that time we felt that the best and quickest solution was to re-order the frames and have them fitted properly and be given an explanation and recompense for the time that has been wasted.
Eventually i was finally told who I had my first appointment with and was told that I should visit the store have new frames ordered for me, have my lenses put into these new frames, free of charge. I was also told to call the store to make an appointment, so i get to see the manager and have tried to do this several times but each time have been told that i will only be given an appointment if I need a sight test!
There Website makes lots of customer service claims ,that seem to be unfounded.
I then suggested to conclude the matter that if new frames and lenses were ordered i would come and get them fitted properly.
I then told them that I still require an apology from those involved, an explanation of events and recompense for the time that has been wasted.
As I simply went into this branch on 31/01/2010 with broken spectacles and have now on 21/04/2010 have two pairs of uncomfortable spectacles that I wear as little as possible.
I wanted, as stated originally, the frames and lenses to be re-ordered before we make an appointment as i am mot willing not willing to left in the position of my having no spectacles and re-bounding to The Branch .They Now have told me that they have my spare pair ready but My Main Frame they cannot get hold off! I just want my money back now and to start again elsewhere. They say as the spare pair is ready they will not refund.

Hope this makes more sense realised i had missed a big bit of info.

custardy

so to be succinct.
you ordered 2pairs of glasses
you arent happy with the fit?
is it the frame design or the fit from the measurements
you requested they make a new set
they have made one set but cant find more of the other frames
now you want them to cancel all of this and give a refund?

derrick

johnat11 wrote: »

I placed a phone order last week using my credit card for some bathroom items from a company based in Essex, JA Bathrooms, following various e-mail quotations. I was told the items were in stock and would likely be delivered this week. I've made numerous e-mail and phone requests for a receipt but none has arrived. My credit card has been debited. No response to e-mails and the phone isn't being answered. I've since seen several bad reviews for the company on the MSE forum. Now I want to cancel the order if possible before they even attempt delivery. Am I entitled to do this? If so, how should I do so...I don't have an order number just the e-mail quotation with a reference number

Grateful for any help!

Yes, you can cancel before delivery and receive ALL of your money back.

E-mail them again cancelling under DSR and inform them that you require your money repaid into your CC account, you might also make your CC company aware of the problem so they are in the loop if problems continue.

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

From page 22; -
“Can a consumer cancel an order before they receive the goods or where goods are lost in transit?
3.35 Yes. Where the DSRs give consumers rights to cancel, this right is unconditional. If consumers cancel before they have received the goods you must refund the total price of the goods, including any delivery charges. Consumers who have cancelled under the DSRs may refuse to accept delivery of the goods. Refusal in such a situation cannot be treated as a breach of contract.



.

always_running

YES Thats about it