online company not fulfilling orders -help

mamamoo_3

Hi, hope this is the right place for this thread! On 5th jan I did an ebay search for a milk frothing jug and found the best price was an online store which had come up as a link. The website of this kitchen store looked very reputable indeed and I had no hesitation in placing an order. However I never received my goods despite money taken out instantly from my account. I have phoned this company on an almost daily basis and just get an answer machine and they do not respond to emails despite an automated message saying they will respond in 1-2 days. I get the same message when I fill out their online help form. My husband did a search on this company last week and found some Kelkoo reviews which were either over the top positively praising this companys customer service or giving exactly the same story as me. I had my credit card stopped after reading these reviews in case they took further money out at a later date. I suspect this company are defrauding a lot of people. What is the course of action I can take...whom should I report them too?
Many thanks in advance.

mamamoo_3

just wanted to add I foolishly paid using visa debit not my visa card as I had implied above

Dizzie77

Report them to your local Trading Standards - if they are in trouble, then it's highly likely that they're already being investigated.

It's up to you whether you try and get your money back, or just accept that you might not get your item, or your money back.....

Sorry it's not great news - but alerting TS may well help other consumers not get ripped off....

mamamoo_3

Thanks.

I have accepted I won't get my goods or money back...but was concerned reading some of the Kelkoo reviews that this company (de cuisine) was taking orders and payments and not shipping goods a year ago and continue to do so. If I can prevent someone else being ripped off that would be great. This company's website is very very professional so this has been a big eye opener to me as I never routinely search for info. re companies before I purchase something.

I am in Scotland and the company in England so do I go literally to my local trading standards (will need to search to find out addresses etc) or to the company's local trading standards or does it not matter?

Dizzie77

Go to your local Trading Standards - they will pass the details of the complaint to the TS where De Cuisine is based.....
This is the way that it works - the TS local to De Cuisine may well be working with them already if they're a big company.
They're not a company that I've ever heard of - but I hope that you didn't loose too much money.

If you go to http://www.tradingstandards.gov.uk/index.cfm and put your postcode in, then it will tell you where your
local Trading Standards is.

HTH

erica11311

you met a bad shopping site online, do not order anything from that site in future

Steve_xx

You said that you have used your Visa Debit card. I believe that using a Visa debit card might afford you some protection, similar to that afforded to a credit card. You need to get in touch with your card supplier and ask them to arrange a chargeback on the retailer.

Read some more about the scheme here:

http://news.bbc.co.uk/1/hi/programmes/working_lunch/7347146.stm