Problems getting refund from Quickrooms.com

stormCat99

Hi,Sorry wasn't sure where to put this. I booked some hotel rooms on quickrooms.com a few weeks ago, but unfortunately due to unforeseen problems my mum asked me to cancel it 2 days later.The cancellation fee was £20, and I went ahead online and cancelled the booking. Ever since then I've been chasing my refund though. Every time I call I am given excuses; they always say they'll call me back the next day and NEVER have done. They say that only the Company Director - a guy called Sergio apparently - can authorise refunds from cancellations. Now this sounds highly unlikely to me, otherwise the Director would have a full time refund job on his hands! Every time I call Sergio is 'in a meeting' and am promised it will be sorted and they'll call back.Anyway, last time I called the lady began shouting at me and wouldn't let me speak. When I tried she eventually said 'Fine I won't do your refund then' and hung up on me!!!!So I called my credit card to initiate a chargeback. But found out yesterday they cannot do it because they do not have sufficient evidence that I have cancelled and that Quickrooms' policy is to refund the total minus £20. The Ts&Cs on their site doesn't specify, and I was never sent a cancellation email. Although I can see when I log into my account that it is cancelled, my credit card say that this is insufficient unfortunately.So question is, what on earth do I do now? It is £180 they are withholding from me and I am so angry, but don't know what to do as I've come up against dead ends. Any suggestions?Thanks.

stormCat99

I'm sorry I didn't post the above as a single long paragraph, but it has saved like that for some reason and I've tried to edit but the Edit button isn't working :-(

desiman

I think you need to push this with your credit card. Get screenshots of your account, names/times/dates of any calls and any payments that you made, basically anything you can document, and send it registered post as a complaint. Mention section 75 of the consumer credit act where the credit card issuer is jointly liable.

basically the credit cards will do anything to say its not down to them but the plain truth is that they are responsible. Ask for any reply in writing and if its not what you hoped, then take it to the ombudsman.

stormCat99

Thanks for replying. Maybe I'm too trusting(!) but I really don't think the credit card are trying to get out of it. I have had to do a chargeback with them once before (last year for £100) and they were fine about it, they did it really quickly with no problems.They initially agreed to this chargeback with Quickrooms, but then it got turned down by the Quickrooms bank because they say there is insufficient evidence. They are saying they can see I have cancelled (as I have given them my login details for the Quickrooms site which clearly shows this), but they can't see that Quickrooms have agreed to then provide a refund as a result of the cancellation. And because the Ts&Cs don't specify this, I can kind of understand what they mean; I guess they need a watertight case in order to do a chargeback. Is there nothing else I can do? £180 is a lot of money :-(

fama

Judging by the response you got on the phone
they dont seem to be very customer friendly!!!
Yet they are boasting of awards they have received
"2005 Travel Industry Golden Globe Award Winners for Innovation
2005 Achievement Wales Business Award Winners: E-commerce Solutions"
Basically they are palming you off.
Why not email or write them saying you will be contacting TRADING STANDARDS in their area.
"Telephone: 0871 226 7026
E-mail: customerservices@quickrooms.com
Address: Quickrooms, Glendale House, Glendale Business Park, Sandycroft,
Nr Chester, CH5 2DL

stormCat99

Hi fama,

When I found that I couldn't initiate a chargeback, I tried emaling them. I was very brief, just asked them to confirm that I had cancelled on x date and that they owe me x pounds. If they replied that would have been sufficient evidence for my CC to do the chargeback. Sent a couple of chase emails but still nothing.

Just got off the phone to Consumer Direct. They say they are contacting Trading Standards, and that I have done all I can at this point. So I guess I need to sit tight and wait for their call.

Why does something so simple have to be so difficult!