Pixmania nightmare

iwmorg

Just want some advice about problems i'm having with pixmania - I'll try to be concise!

13/12/08 - Ordered Ipod for £162 as Xmas pressie for my girlfriend. 48 hour delivery service

19/12/08 - No sign of Ipod, so I ring pixmania - they say it was delivered on 17th - I say no it was not! The phone operator told me they'd open an investigation with DHL to find out where my parcel had been delivered to. They say that everything will be resolved within 5-7 days

23/12/08 - I receive two non-sensical e-mails asking me to sign statutory declaration saying I have not received the items, and provide copy of identification - passport or driving licence (why??). However, on same day, before I had the chance to return their e-mail, I received another e-mail saying "we have conducted an investigation - your product was delivered on the 17th, invstigation is closed" I ring them up asking what was the investigation and what did you discover? They said DHL had delivered the parcel at circa 10:30am and we have proof of delivery. I said "no-oe would have been in the house between 8:30am and 5pm so it could not have been delivered at that time - your website states that signature is mandatory - who signed for the parcel?"

pixmania's French operator's answer (wait for it - this is a classic!!) "A Mr or Mrs Porch - do you know them?"

Me- "No I don't - I dont have a porch either I can only assume that DHL are claiming to have left the parcel outside my door - that's unacceptable and it's shocking that you have 'closed' your investigation on that basis. Please resend the ite immediately."

She then said that she couldn't do that and that she would have to reopen the investigation with DHL. I signed their stupid declaration and provided them with a copy of ID.

Despite various phone calls, I didn't hear a word from them until the 9/1/09, when I received more e-mails asking for nonsense 'missing parcel' declarations. I rang them and said I have already sent those on 23/12/09. THey claim that they weren't signed - I said 'I have them on my screen right now - they are signed!!' She then said something about her superiors in France needing signed copies. I was basically getting nowhere with her so I resent the e-mail with the signed declarations.

Next I heard was last Thursday - 22/1/09 - asking me to sign a final statement confirming that I had not received the delivery. Just to show how ridiculous this e-mail was- the entire body is copied below - and nowhere did it say to where it should be sent.

Explanation.

Parcel number: ___________________________________

Sender:__________________________________________

Recipient:________________________________________

Content :_________________________________________


For a final treatment we still need another obligatory explanation thatthe signature is unknown and that you don’t get the parcel by other way.

Please sign this explanation and send it back within the next few days.




I / We don’t have the parcel, andthe signature is unknown.



I / We’ve got the parcel



_______________ _______________
Place and date Signature /Stamp


Team Pixmania

I'm still waiting for their reply.

Now, as I understand, as its been over 30 days and I still haven't received my ipod, I'm entitled to reject the contract, and as I paid by Credit Card, I can ask them to charge he money back to my account.

However, I received my phone bill yesterday - being on hold and speaking to these jokers on their premium rate number has cost me £14, so even if i get my £162 back to my Credt card, I'm still down £14, have no ipod and had a very dissapointed GF on christmas day and still waiting for her pressie!

So my question is this - how do I get my money back, as well as my phone call costs at the very least?

I'm guessing moneyclaim or small claims court? how should I go about doing this? should I start by sending them an e-mail formally rejecting the contract and asking them for refund + costs?

thanks in advance for any advice/tips!

omen666

Do not think you can bring them to small claims court or moneyclaim as they are registered in France. Unless they have a registered office here

iwmorg

I thought they were part of fotovista - therefore ultimately of DSG group - both of which are registered in UK. Anyway - they are trading in the UK as PixmaniaUK at pixmania.co.uk

dick_turpin

Try this contact I found in an earlier thread...

[EMAIL="a.walker@pixmania.com"]a.walker@pixmania.com[/EMAIL]

Alice sorted my problem very quicly earlier this year.....good luck, I think you need it with Pixmania!

iwmorg

just a little bump - anyone used moneyclaim or small claims court for something like this?

ee0u22f3

You have my sympathy, I bought a £450 DSLR from them back in December (first week of December actually), I canceled my order even before it had been dispatched. I'm still waiting for my money, didn't pay by credit card unfortunately as online card payment facility was down at the time. Paid by bank transfer... Have spoken extensively to French call assistants, who told me only course of action was to "Email my bank account and sort code" to them and they'd credit me. My bank strongly advised against this as you'd imagine and are currently handling it, but inform me it could take until April to get my money back.

Little_John

Refunds from pixmania take 2-3 months total shambolic company and I will never buy from them again.

vikingaero

Plenty of threads about Pixmania on here and the whole internet. I can't see how so many people support such a scumbag company.

codger

vikingaero wrote: »

Plenty of threads about Pixmania on here and the whole internet. I can't see how so many people support such a scumbag company.

It's actually getting to the point where there needs to be a permanent sticky on MSE about Pixmania.

OP: stop messing around with this dysfunctional bunch of eejits -- contact your credit card provider and institute a Section 75 claim immediately. Kiss goodbye to your £14 though where the phone calls are concerned.

cycling_widow

Hi I empathise with your situation having been driven round the bend by Pixmania having paid for a TV that didn't exist but no one would talk to me or listen. I even raised a dispute claim thing with paypal, as that was how I paid.
Anyway my advice for a speedy resolution is email the top, I sent a round robin email to this little lot:
's.rosenblum@fotovista.com'; 'a.jarvis@pixmania.com'; 'promouk@pixmania.org'; 'pixmania.com@smtp.fotovista.com'; 'j.felix@pixmania.com'; 'a.walker@pixmania.com'; 's.delsol@pixmania.com'; 'paypalgbp@pixmania.com'
Basically I apologise for sending the round robin email in my opening gambit and then went on to explain the problems I was having and gave them as much information as I could, attaching a couple of documents and previously sent emails. within 24 hours I had a reply from Alice Walker and within 48hours following a few emails the money has been transferred back to my paypal account.
I can honestly say I will never use Pixmania again but Alice Walker was brilliant. It is just a shame we have to go to these lenghts to get things resolved.
Best of luck;)

taraki

OH NO!! im having horrendous problems with pixmania, i ordered a hoover from them nearly a month ago, in stock 4 days delivery time, I still have no hoover!
Have tried 6 times over the last 9 days to cancel and just keep getting same email reply back, have called them too listened to there promises, meant nothing.
Very concerned, first time i've used this company cannot believe what bad customer service they have!! their website is totally misleading, full of lies. the website still says my hoover is in stock but they told me on phone it wasn't.
Have emailed this a.walker but still no joy, will have to now speak to credit card company to sort it!
so so disappointed