Mobiles.co.uk cashback problems

llykstw

I sent my bill to Mobiles.co.uk for my cashback a couple of weeks ago. The deadline for submitting the bill was Sunday 26th July. I sent it special delivery, guaranteed to be delivered on Saturday 25th July. Their office appears to be open on Saturday, according to their website the sales, returns and customer service people all work on Saturday.

However, according to Royal Mail, they were unable to deliver the letter on Saturday because the company refuses to accept signed-for deliveries on Saturdays. Nothing on their website indicates that they do not accept Sautrday delivery. As a result, the letter was instead delivered on Monday 27th, and they have refused my cashback claim because they 'did not receive the bill within the 30 day deadline'. I complained, pointing out that they did receive it within the deadline, but they refused to accept delivery, so it's their fault it was late rather than mine, but they're not budging. It seems a bit ridiculous for them to take that position though - if I post it with delivery guaranteed before the deadline and they refuse to accept it despite their offices being open, and they don't advertise that fact to their customers, surely they don't have a leg to stand on when I issue a claim form (as of course I will).

OneADay

Send a PM to the mobiles.co.uk representive http://forums.moneysavingexpert.com/member.html?u=819635 explaining the situation.

If they don't budge, tell everyone on these forums what they say and I would go for advice to local consumer affairs.

And take copies of all your royal proof etc and keep them safe, to me its a caste iron case in your favour.

llykstw

Thanks for the suggestion - I've dropped the representative a PM. I'm a solicitor myself, with plenty of experience in consumer matters as it happens (and of course copies of all relevant documentation), so I'm content to take things forward without bothering local advice centres. I was really just looking for a sounding board for suggestions of what to do before issuing proceedings - I don't want to use a sledgehammer to crack a nut, and if I can get hold of someone in the company who's willing to read my emails and think about things a bit rather than just fire back stock email responses, then I'd rather do that. I'll certainly keep you all updated with what happens though.

mobilejunkie

This is a cpw company; exactly what you should expect from them nowadays. However, the Rep is very keen to portray the company as somewhat better than its peers (don't laugh) and would have to eat yet more if his words should a ccj be registered with them - so the fact you're a solicitor and can prove an excellent case will make him respond.

mistysmoth

What is likely to have happened is that the Cashback address is different than the call centre address. The call centre will be open on Saturdays, but the Cashback address won't be. Perhaps Mobiles.co.uk will be willing to take your confusion into account and honour the cashback

llykstw

mistysmoth wrote: »

What is likely to have happened is that the Cashback address is different than the call centre address. The call centre will be open on Saturdays, but the Cashback address won't be. Perhaps Mobiles.co.uk will be willing to take your confusion into account and honour the cashback

Yes, that's entirely possible. But nothing on their website suggests they have any address other than the Watford address. If it's a problem for them to accept deliveries on a Saturday when various parts of their organisation are clearly open, then the onus is on them to make that clear.

OneADay

My caste iron case is being possibly shredded here IIykstw.

You do have to send it to the right address I think but still just out of sheer love of consumers and money - I hope mobiles.co.uk could bypass this fact and honour the cashback for you.

Oh and you are a lawyer.....no jokes please people!

mistysmoth

Is the address that you sent it to the Watford address? I think their call centres are based there too, actually

llykstw

mobilejunkie wrote: »

This is a cpw company; exactly what you should expect from them nowadays.

They used to be pretty good and reliable, but I've not had to deal with them for a few years. It's certainly disappointing that such a large company has chosen not to implement Ofcom's guidance on cashback deals, published two years ago ('Ofcom considers unduly restrictive terms and conditions in respect of sales incentives to typically include a requirement that such claims are submitted within a period less than 60 days from the date the claim arises'). When the new regime comes into effect hopefully problems like these will cease.

mistysmoth

Right. This is the Head Office address;

Mobiles.co.uk
6 Greenhill Crescent
Watford Business Park
Watford
WD18 8RF

I don't know a great deal about Mobiles.co.uk but I work for another company dealing with Cashbacks and our Cashback address is a PO box in a completely different town to our Head Office address. What was the address that you sent your Cashback claim to?

llykstw

To clarify - I did send it to the correct address. The cashback address is the Watford address, which also happens to be the only address advertised for the company on its website. As far as I know, the company only operates out of a single building, which is where the call centre, cashback team and everyone else works, and which is where the claims must be sent (and is where I sent mine).