Mobiles.co.uk cashback problems

OneADay

Thats the address I just found myself on their site mistymoth for sending cashbacks.

mistysmoth

llykstw wrote: »

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).

Thing is, it's unlikely the reception is manned on a Saturday therefore noone could sign for your delivery. However, if you sent it to the right address I see no reason why if you speak to Mobiles.co.uk they will not honour your cashback.

You see, what if you had sent it Special Delivery on the Thursday for a Friday delivery but RM messed up and delivered it a day late? I think you have a good case here.

OneADay

llykstw wrote: »

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).

My case rests me'lord :rotfl:
Think they must pay up.

llykstw

mistysmoth wrote: »

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?

I sent it to the address you have suggested above. It's the correct address for cashback claims - as confirmed on their website:
http://!!!!!!!!!!!!!!!!!!!!/free-gift-hplr-post-aug-23-2008.html

mistysmoth

llykstw wrote: »

I sent it to the address you have suggested above. It's the correct address for cashback claims - as confirmed on their website:
http://!!!!!!!!!!!!!!!!!!!!/free-gift-hplr-post-aug-23-2008.html

I do think you have a case. However, they may argue that as the dealine fell on a Sunday you should have sent it to ensure it arrived within business hours (i.e. the Friday before) Fight them!

llykstw

mistysmoth wrote: »

I do think you have a case. However, they may argue that as the dealine fell on a Sunday you should have sent it to ensure it arrived within business hours (i.e. the Friday before) Fight them!

Thanks - I intend to! I agree with your point about business hours, but given that most of their business is open on Saturdays, I think I'm entitled to assume that Saturday is a business day for them and so they will accept post that day unless I'm told otherwise. I can't believe that they won't give me the benefit of the doubt here - they must know they're on shaky ground.

mistysmoth

llykstw wrote: »

Thanks - I intend to! I agree with your point about business hours, but given that most of their business is open on Saturdays, I think I'm entitled to assume that Saturday is a business day for them and so they will accept post that day unless I'm told otherwise. I can't believe that they won't give me the benefit of the doubt here - they must know they're on shaky ground.

I would call/email them, and set out all the points of your argument clearly and give them the special delivery number so they can go on the RM website and see when it was sent, and when it was scheduled to be delivered. Request to speak to someone higher up if that fails.

Guys_Dad

llykstw wrote: »

Thanks - I intend to! I agree with your point about business hours, but given that most of their business is open on Saturdays, I think I'm entitled to assume that Saturday is a business day for them and so they will accept post that day unless I'm told otherwise. I can't believe that they won't give me the benefit of the doubt here - they must know they're on shaky ground.

I hope you are right as I am coming up for replacement time and am swaying between cashback and sim-only. I have been impressed by their rep's replies on other threads so far and, although they are part of CPW, I do believe that they operate more honourably than other CPW subsidiaries.

On your point of trading days, if you look at a number of other service industries - utilities for example - their accounts and back office deprtments are closed at weekends although their sales and service remain open. But being a solicitor, you will probably know or have access to whether or not, in the absence of any wording specifically to the contrary, it is established practice in law for Saturdays to be considered as a working day in an office environment. There will be some precedent, I am sure.

Good luck.

llykstw

Guys_Dad wrote: »

I hope you are right as I am coming up for replacement time and am swaying between cashback and sim-only. I have been impressed by their rep's replies on other threads so far and, although they are part of CPW, I do believe that they operate more honourably than other CPW subsidiaries.

On your point of trading days, if you look at a number of other service industries - utilities for example - their accounts and back office deprtments are closed at weekends although their sales and service remain open. But being a solicitor, you will probably know or have access to whether or not, in the absence of any wording specifically to the contrary, it is established practice in law for Saturdays to be considered as a working day in an office environment. There will be some precedent, I am sure.

Good luck.

Thanks.

I really hope they can sort this out with me amicably - I get the impression that I'm dealing with the front-line customer service personnel at present (via email), and although I've spelled out what happened, I'm getting a stock 'We received it after the deadline, out of luck' response which just doesn't address my argument. If I can somehow escalate the issue to someone who is willing to listen then hopefully we can resolve the issue. I'll wait and see if the rep on here responds, and I'll try phoning them this afternoon (but other threads are suggesting hold times running int0 100-minutes at the moment!). I'm willing to give them the benefit of the doubt and assume that they're an honourable outfit until they prove otherwise. If I don't get anywhere though, I'll certainly issue a claim form.

As for trading days - yes, most organisations won't include Saturday as a trading day. But if the office is open on Saturday (and we know this one is) then there's no reason to assume that they can't accept delivery of something on that day. The frustrating thing is, from reading the other threads on here today, they would apparently accept submission of a cashback claim by email, which would have avoided the whole problem. Why don't they publicise that on their website?!

Quentin

Their rep (who actually claims to be their "senior manager") boasted to us that he considered them to be "the fairest online retailer".

When pointed out that this was not so, and that even e2save (also part of cpw) adhere to ofcom policy regarding any clause giving us less than 60 days to submit claims to be "unduly restrictive", the rep's dismissive (of ofcom) reply was "As for the 30 day claim window, we feel this is a fair amount of time to put a bill in an envelope and post it off"

http://forums.moneysavingexpert.com/showthread.html?t=1860299

You will see in that thread lots to worry about their "fairness" regarding not sticking to their ts + cs regarding paying out in accordance with their 30 day timetable, (and decision to alter the on line ts + cs), yet clearly from this thread are seen using their 30 days for a claim to be received to try and get out of paying.