Anyone successfully managed a refund from New ID?

jude_s

I am in dispute with New ID following a makeover and phtoshoot. Photos have not been delivered and after 14 phonecalls & numerous emails to 'customer service' - not well named - i still don't seem any closer to a refund. No one will ever ring me back and they continually fob me off. :mad:
I feel let down

pinkshoes

Did you pay on your credit card, as you could claim the money back through your credit card company?

Or, send them a letter, recorded delivery, demanding a full refund within 7 days of receipt of the letter, otherwise you'll be taking them to the small claims court.

How long did it say the photos would take to arrive, and how long has it been now?

jude_s

Below is the email detailing the issues I have had with them. I did pay by credit card and have looked up their details at Companies House. Next stage is a letter I feel as I won't let it go.

'I am very unhappy with the service (or rather lack of service) provided by New ID following a photoshoot in Wimbledon on 07/09/08. I want a refund of the additional £100 each that we paid on the day and our £25 deposits without delay. I am tired of being fobbed off. Wimbledon never answer their phone and customer service provides anything but that in my view.

I am demanding a refund because as a company you have failed to provide the service that you promised and we are very disappointed.
I am cancelling on grounds that you have not provide the promised service or attempted to resolve the issues that I have brought to your attention.
According to Consumer direct:
‘You can cancel at any time until:

• <LI class=MsoNormal style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; mso-list: l0 level1 lfo3">The end of the seventh working day after the day on which you receive your goods; or (Have not received the promised goods)
• The end of the seventh working day after the day on which the trader agreed to go ahead with the service – I have tried but you won’t resolve the problem

These are the issues:
We were kept waiting for at least 45 minutes initially but the make up was fine. I waited a long time for my photoshoot and then my friend had hers. We had been in the studio for 4 hours yet still didn’t have time to see the finished product as then ran out of time to view and choose photos. At 5pm the store closed giving us both only the briefest of opportunities to look at photos. At around 3 oclock another client arrived and this resulted in us being squeezed because while her photos were taken our weren’t being processed. To compensate for this the photographer said he would email the photos to us the following day. I now find out he had no intention of doing this as he was on holiday!! You should not promise what you can’t deliver.
I still donot have a contact sheet that was promised for the 8th Septemer and between us we have paid £250 and seen nothing for our money.
I have contacted customer services each day (at least 14 phonecalls!) and allowed time for you to resolve this situation or at least let me know what is going on and you haven’t provided me with a service. Each day I have wasted my time ringing customer services – I have spent a long time on the phone or waiting to be answered and I keep getting fobbed off. Each day I have been promised a response but haven’t had one. I was promised a phonecall from a manager on Wednesday but that didn’t happen. No one has returned any of my calls- I have not received any photos. What a poor level of customer service!

According to Consumer Direct I am entitled to claim a refund of monies paid due to your non provision of a service and more importantly wasting my time. As you have probably gathered I am not a happy customer. Please respond and organise the refund of monies paid to our cards without delay'