Pixmania and refunds

RCW

unfortunately I didn't look into this bunch of liars before placing an order :mad: & am now looking for some advice to try and get my money back.

on 3/11 I placed an order, same day £71 was taken from my account (credit card)

5/11 I was informed there was a pricing error on their website and the order was cancelled.

7/11 I was informed a refund had been made to my credit card.

and that's as far as I've got, no refund to date, numerous ignored emails/phone calls, when I do get a response it's just being fobbed off, I have to wait 30 days, this has been passed to our accounts dept blah blah (who have never replied)

have been told I have to wait 30 business days if using a deferred debit card, credit card company say this is nonsense, but they can't help unless I can provide a refund receipt which shows the card number, company name and amount, have requested this but don't believe they are ever going to give it to me.

found a bunch of emails for senior people at Pixmania and fired off emails to them but looking around it seems this practice is company policy....

isn't this covered by the distance selling directive?

http://www.ukecc.net/sub.asp?id=206

is it right Pixmania are actually a French company?

anyone got any advice on what to do next?

thanks in advance..

RCW

thanks, so is the website link I posted wrong then?

it states

"Traders who do not deliver within 30 days may find their contract automatically cancelled. If the goods ordered are not available the trader must refund the consumer within 30 days of being informed that the product is not available unless, the consumer agrees to an alternative or is made aware that they will incur no cost to return any substitute product."

baddiebasher

Err... this has EVERYTHING to do with the distance selling regs.

Any refund must be given as soon as possible, and within any case not more than 30 days.

I would send them an email / letter stating that you require your refund as soon as possible and that if they are physically able to process it now, they should do so. Once 30 days have gone by, and still no refund, you can claim interest on the money, potentially from the date when they were first capable of processing the refund.

RCW

thanks for clarifying

have sent countless emails, will give them till end of business tomorrow and then send letters threatening them with small claims court to the UK/French offices.

their customer service is a joke, quite simply the worst company I have ever had to deal with, suspect they just want me to give up/go away..... haven't even started yet

Antispam

Your mistake was not doing your research first. There are countless complaints about them for having poor customer service and sending foreign manuals to UK customers

Personally I wouldn't touch any company belonging to DSG group

RCW

Your mistake was not doing your research first. There are countless complaints about them for having poor customer service and sending foreign manuals to UK customers

yes I know, as stated in the top of my first post, lesson learned.

is actually the first time I've had a problem like this in all my years of shopping online, safe to say DSG will never get another penny of my money.

Daytona_nev

RCW wrote: »

unfortunately I didn't look into this bunch of liars before placing an order :mad: & am now looking for some advice to try and get my money back.

on 3/11 I placed an order, same day £71 was taken from my account (credit card)

5/11 I was informed there was a pricing error on their website and the order was cancelled.

7/11 I was informed a refund had been made to my credit card.

and that's as far as I've got, no refund to date, numerous ignored emails/phone calls, when I do get a response it's just being fobbed off, I have to wait 30 days, this has been passed to our accounts dept blah blah (who have never replied)

have been told I have to wait 30 business days if using a deferred debit card, credit card company say this is nonsense, but they can't help unless I can provide a refund receipt which shows the card number, company name and amount, have requested this but don't believe they are ever going to give it to me.

found a bunch of emails for senior people at Pixmania and fired off emails to them but looking around it seems this practice is company policy....

isn't this covered by the distance selling directive?

http://www.ukecc.net/sub.asp?id=206

is it right Pixmania are actually a French company?

anyone got any advice on what to do next?

thanks in advance..

You don't need to ask them for a refund. Call your credit card company. The can initiate a chargeback. The CC company will refund your card and charge the original transaction back to Pixmania, who incidentally get hammered by their bank when a chargeback goes against them.

Don't waste your time chasing them. You'll just wind yourself up. Raising a dispute with your CC company will sort it out.

RCW

as I said my Credit Card company have told me they need a refund receipt before they can do anything, must admit I was surprised by this did explain I'm convinced they've made no attempt to refund my money, so if my dispute is about a refund they haven't made, how do I get a receipt for something they haven't done??

according to them because Pixmania have told me a refund was issued on 7/11 that's what I'll need for them to help, have asked Pixmania for this but going on past performance I don't think I've got any hope of getting it.

am quite happy to fight them all the way if I have to.

Daytona_nev

RCW wrote: »

as I said my Credit Card company have told me they need a refund receipt before they can do anything, must admit I was surprised by this did explain I'm convinced they've made no attempt to refund my money, so if my dispute is about a refund they haven't made, how do I get a receipt for something they haven't done??

according to them because Pixmania have told me a refund was issued on 7/11 that's what I'll need for them to help, have asked Pixmania for this but going on past performance I don't think I've got any hope of getting it.

am quite happy to fight them all the way if I have to.

Call them back and speak to someone else. Under Visa/MC regs, you can request a dispute under non-delivery of goods. Don't mention the refund they allegedly have raised.

You will be disputing the original transaction for the goods that didn't arrive! The CC company will charge back against this.

The alleged refund is irrelevant, they clearly haven't made it, it would have hit your account by now. You're correct, there is no receipt for something they haven't done, so leave the refund out of the explanation.

Just tell the CC company you can't get a refund as they are not responding, which they arn't.

See below

Visa reason code 30

https://direct.53.com/help/53direct/Visa%20Chargeback%20Reason%20Codes.htm

MC reason code 4855

https://direct.53.com/help/53direct/mcdchargebackcodes.htm

These detail what the merchant has to produce to prove the goods were delivered, which they clearly won't be able to do.

RCW

excellent stuff, thanks v much.

KennyVader

I don't think it's been said enough, Pixmania are scum - easily the worst company I've ever had misfortune to deal with. Anyone reading this and thinking of shopping with them, stay well away!