additions direct problem what next?

sportytaxi

Any advise please,

I placed an order with "additions direct" on the 17th December with guaranteed delivery before xmas,yes u guess right it did not arrive so sent emails in January to find out what happened, no joy there, on the 5th Jan I rang and complained they said it’s been delivered, but will track it back to delivery company took my number and said someone will be in contact with in 48hrs,48hrs later I rang again trying not to get angry with CS,said they will track again within 24hrs,yes u guess no contact again.
I know weather is bad now but 18,19,20,21,22,23,24 dec was ok.
Now I have the statement that requires a payment with no goods.
How can a big company like this take 3 weeks to get my order to me? When I complain they pass the fault over to Delivery Company...
Should I go to the Ombudsman with this?

Any advice would be great.

Thanks for reading......

Ps I only owe the £60 for this order (what order!!!)+ £5 for a pervious order...
:j:j:j

I_know_my_ABC_and_my_CMYK

Ombudsman?

The_Pedant

I would probably start by putting a formal complaint in writing to them. I would state you dispute the charges at this time, as the goods have not yet been received. You can then put outline the issues and how you expect them to be resolved.

I had a quick hunt for and address & came up with the 1st link here:
http://www.additionsdirect.co.uk/rf/add/static.do?page=help1&cm_re=Homepage-_-Header-_-Help

If you want to escalate it higher, someone was asking for an address in another thread:-
http://forums.moneysavingexpert.com/showthread.html?t=357381

fishingcinema

Have you tried contacting them 0800 180000
tell them you have not received your order yet you are being billed for it.
If they argue that your order has been delivered ask for proof of delivery.

I have had isses with them before and the pain in the bum is that if you do not pay your statement even though you have not received the goods you get £12 missed payment fee and missed payment on your credit file.

I asked if they could suspend payments untill it was sorted and was told no so even when you sort out your missing item you still have to chase up missed payment fees and your credit file

Use the freephone number and constantly ring them they should get fed up with a bit of luck and sort it for you, i know its frustrating and like hitting your head against a brick wall but you should get there in the end :0)

sportytaxi

another phone call i was polite and they still cannot explain where my order is,very nice girl gave me the address and phone number of the financial Ombudsman Service.

What else can i say........!!!!

thanks for the free telephone number!!!!

glad it was only £60 order.......

The_Pedant

I did not think the financial ombudsman would get involved until the standard complaints process of the provider in question had been given a chance. From what you've said so far, you have only spoken to the front line customer services staff.

Financial Ombudsman, how to complain

If you have not given their formal complaints process a chance, then when someone gets round to looking at your complaint to FOS, then it could get bounced back to you to resolve, just losing time.

sportytaxi

Thanks for reply's

the first compliant was on the 23rd of December via email, then 31st dec,then 02 Jan 2010,then the 04 Jan then telephone from the 5th jan.7th Jan and today 10th,i think I have given reasonable time.

I think they have had enough time to look into my complaint by now.

Filled in the ombudsman forms with statement and all email communication
Printed off ready to send Monday morning, how much time do they need I think 3 weeks is enough don’t you?

Plus I have to pay them tomorrow for goods I have not received as someone has stated if I don’t I get a £12 fine and a credit mark against me.

devils_vixen

Would it not be a better idea paying them the amount in dispute rather than having a £12 mark against you could as this could affect your ability to obtain further credit in the future.
Also do you know what their complaints policy is?
It could be that they are handled with in 28 days from the date they received the initial complaint.
Were you not able to track the order yourself via their website?

fishingcinema

devils_vixen wrote: »

Would it not be a better idea paying them the amount in dispute rather than having a £12 mark against you could as this could affect your ability to obtain further credit in the future.
Also do you know what their complaints policy is?
It could be that they are handled with in 28 days from the date they received the initial complaint.
Were you not able to track the order yourself via their website?

Although i understand what you are saying yes it is better to pay rather than receive the £12 but i think it is besides the point and uunfair and the company should have procedures in place to stop this happening in these circumstances rather than just want to take your money or charge you fees when you wont pay for something you have not received.

The last two months i have received these £12 fees due to an item not being received and in fairness it was only a call to the admin department on the freephone number to get them taken off but like i said it is besides the point its there mistake so why shoud we as a customer then start being charged for it .

Not only this they have now made a huge mess up on my account trying to charge me over £200 for goods that i have been through and calcualted that my infact balance should be more like £40 and they have charged me nearly £5 in intrest when infact my account was in credit due to missing order, glad i have the freephone number now lol

I have also taken screen shots of my online statements for the last few months as they have a terrible habbit of going in and changing them (have done it to me before)

As long as you know all your details and the facts they wont get one over on you but i dont imagine all account holders go the the extrem of taking down names,dates,times,screen shots of order made and online statements so im sure alot of people get caught out.

And there online tracking only shows as delivered not a time,date,signature or anythig else