No response to request for replacement

chickaroonee

Can anyone let me know what rights, if any, I've got?

I sent a game back to an online retailer that seemed to be faulty before Xmas (and in any case it was within the 7 days for DSR to apply). I asked for a replacement but cannot get any meaningful response from the company.

They've not responded to most of my emails, but did respond to one to ask for a tracking number. I did not send the game back by recorded delivery as it would be covered by royal mail insurance anyway, but did get proof of posting. I replied to this email to say that, but no response and no response to my chaser email either.

Hopefully they will come back to me shortly, I suppose it could just be the bad weather. But, they didn't respond to my emails in December either so I'm slightly concerned. If they don't respond is there anything I can do? Am I right in thinking my CC company won't be able to help as the item cost less than £100?

4743hudsonj

Yes CC cant help under £100.

What site is it? see if we can dig up more contact info to put the pressure on....

chickaroonee

Shopto.net

chickaroonee

Sorry to bump but any ideas?

neilmcl

Give them a call or email again on Monday to see if they've received the return.

They do, however clearly state the following in their T&Cs - "IMPORTANT: PLEASE SEND RETURNED GOODS VIA RECORDED DELIVERY ONLY"

chickaroonee

They don't have a phone number I don't think and have already emailed again to chase.

Didn't see that in T&Cs (my mistake in not reading it) but don't see too much of a problem as that's covered by RM for any loss anyway. Don't see how it stops them finding it if you know what I mean?

Cool_Username

Could just be nothing more than a busy period at the office for whoever works in customer services for the company - seems reasonable considering the Christmas period.

That said you should have recieved some sort of meaningful response from them by now.

How long has it been since you first emailed them?

OlliesDad

If you paid Royal Mail to deliver the item back to them, and they are claiming not to have received it, you will have to make a claim through RM (unless you can prove they have got it, which as it was sent by normal post, you will not have a signature).

I would take this up with Royal Mail.

chickaroonee

I first emailed them before Xmas, I think it was perhaps 23rd? Would have to check.

I agree it's a problem with RM IF they're claiming not to have received it back - but they've not said that yet, they haven't given me an answer on whether they have it or not. I don't think it would be right to claim from RM until/if they say that.

Cool_Username

Why is dealing with companies like this such hard work...

Chickaroonee I think the first step is to try and get a definite answer on whether they're recieved the product back or not and then take things from there, until you know if it has been returned or not it's hard to know how to proceed.

Could the Royal Mail confirm/deny whether the parcel was delivered to the company?

chickaroonee

No RM won't be able to say if it's been delivered as it wasn't tracked, hence me chasing the website...god knows what their problem is because I've not even asked for a refund! The odd thing is they respond straight away to one email then seem to ignore the next two.