Ordered, paid but never received - what can I do?

Tisane

Hello forum,

I have been trying to contact the company I ordered from for over a month now but after one time that I actually spoke to someone I never again got through to them. But one after another.

On the 7th October I have ordered items worth around £50 at OnlineAquariumStore. I receive an email saying they have received my order and it will be processed. After that nothing for 3 weeks. The money was taken of my debit card 2 days after the order.
After waiting 3 weeks I called them and got through. The guy there said that the order was returned to him and if I hadn't received a card through the door from TNT which I hadn't. He than agreed sending it again and said it would be with me the next day. Two weeks later it still hasn't arrived. They have a tracking service online but when I type in my order number it only comes up with the first attempt ad that it had been returned.
I am calling almost every day and leave messages on the mailbox but I don't get anyone on the phone or get called back.

What can I do? Wouldn't the money usually get transfered back if the parcel is returned? The last message I left was that I am going to transfer my money back next Monday if nobody calls me this week. Is that legal? I haven't yet asked the bank if they do it but I assume so.

I really don't know what rights I have and what I should do now. Of course I want my money back but I can't even speak to someone there!
I would welcome any help!

Regards,
Susan

fiddiwebb

They seem to make a habit of this, check this link from last year.......

http://www.reptileforums.co.uk/fish-keeping/197784-onlineaquariumstore.html

Tisane

Brilliant. To be fair, after I had waited 3 weeks I started searching online and only found negative posts! I am definitely not using them again but I don't know how to get my money back as nobody answers the phone!!!
Does a message on the mailbox count?

Susan

underlay_guru

Ignore the Nottingham address on the website....This is the company that runs the website, and they are based near Portsmouth:

Hayling Island Aquatics
34 creek rd
hayling island, PO11 9RD
Chris 0870 626 4182
Paul/Nigel 02392468585

....time to give them a ring!

http://sketchup.google.com/3dwarehouse/details?mid=3b8edc15d329d8209e0cc728ca512fd2

Tisane

Hi there,

I just tried both numbers and they are both not in operation.
Any other ideas?

Susan

ben500

Which debit card did you use?

Tisane

I used my normal VISA debit card. Why?

I just called consumer direct on 08454 04 05 06. It’s a government department and they are able to tell one what options there are. They take all details of the company as well. Anyway she told me I should write a letter setting them a deadline after which I am cancelling my contract with them and want my money back. Always keep a copy and send via special delivery.
That's going to take a while...

Susan