Who to complain to

william_100

Hi
I wonder if you could give me some advice please. I bought some goods over the internet from a UK company. I paid through PayPal linked to my credit card. I now consider that the goods were faulty as described by the sale of goods act. I have had the goods for about 4 months. I have contacted the retailer but he is denying all liability.

According to PayPal:
If a buyer complaint is opened when 45 days or more have passed since the day the item was bought we are unfortunately unable to look into the claim.

and
PayPal’s Buyer Protection aims to provide an additional layer of security, however this does not affect your consumer rights and we advise that you contact the Citizens Advice Bureau or Trading Standards for further information.

Appears to suggest that they will not consider the issue.

Am I now entitled to take this matter up with credit card company (shared liability)?

If you consider that this is not the correct course of action can you suggest who I write to to get the matter resolved.

Any ideas?

Regards

Freddie_Snowbits

You will have to be a little more specific. When did the fault become apparant in the goods or where the goods not as described. The otehr thing is if it was a private buyer on a auction site, your rights may be extinguished.

william_100

Hi
I'm quite happy about the grounds of my complaint. It was bought from a shop not ebay. My problem is I dont know who to make the complaint to.

Regards

Freddie_Snowbits

Try googling the name of the shop as a start or giving them a ring

neilmcl

william_100 wrote: »

Hi
I'm quite happy about the grounds of my complaint. It was bought from a shop not ebay. My problem is I dont know who to make the complaint to.

Regards

Your complaint is with the retailer, not ebay or paypal.

adam.mt

This has been covered before. I believe the argument is that PayPal are just the money agent, therefore they have no responsibility beyond that.

In effect your credit card has paid PayPal to give the retailer cash. Both your credit card company and PayPal have fulfilled their service and liability. Thus, it's up to you to take the claim directly to the retailer. If you wanted section 75 cover by using your credit card then you should have paid the retailer directly using that method and not through PayPal. If necessary pursue with the retailer through the Small Claims Court (if you've exhausted talking with them then try a Letter Before Action).

Caveat emptor.

unholyangel

You may be quite happy with the grounds of your complaint but just remember, the reason you're complaining can affect your rights and thus, affect our ability to provide accurate advice.

As for paypal, even if your credit card authorised the chargeback, it would end up with your paypal account being limited/closed and you owing paypal the money. Any action has to be against the retailer.

As someone advised, see if you can find a postal address. Then send a formal complaint in writing using recorded delivery.

If you are planning to persue them down the small claims path, then remember and double check you do have a valid cause for complaint or you will definitely end up being out of pocket for the court costs too.