First Bus won't refund missing card! Help

AuntyJean

My colleague in work buys his bus card monthly at around £78 by post. He ordered one two weeks ago and paid (I think) using a credit card. The card never arrived and when he rang First Bus yesterday they basically said, "tough". He did not elect to have it delivered by recorded delivery. This is the first time this has happened in several years.

What recourse does he have?

whatmichaelsays

First are responsible for ensuring safe delivery of their goods, even if they use a third party (ie, Royal Fail).

Then again First Group are amongst the most contemptible set of individuals ever to exist - and I include Al Qaeda in that.

Quentin

They do have this "catch" in their ts + cs, which is why they feel able to say tough when you report a ticket lost:

FirstGroup plc or the Applicable First operating Company take no responsibility whatsoever for lost or stolen tickets/cards.

ArsenalFC

They can have whatever in their T&Cs, however they have to prove it has been delivered. It doesn't matter if the purchaser did not elect to have it recorded deliver.
Say it will be reported to trading standard if they dont re-post, they can claim from Royalmail for missing post.

# If they still refuse to re-issue after threatening them with tradng standard, inform credit card company to obtain a refund for non deliver of product.

vaio

^^ x 2

It's a different matter if you get it and then loose it but if you didn't get it in the first place then I'd say they must re-issue

whatmichaelsays

Quentin wrote: »

They do have this "catch" in their ts + cs, which is why they feel able to say tough when you report a ticket lost:

That may be the case, but this card has been lost by either First Group themselves or one of their contractors. The loss / theft is not the responsibility of the OP.

martindow

Under distance selling regulations the sellers responsibility does not end until an item ordered is delivered. Which postal service was used is immaterial - the seller can not blame the buyer for choosing the 'wrong' service.

bosseyed

Yeah, my first port of call would be to try and get First to provide proof that they definately posted it. If they can't then surely theres grounds for them to re-issue, if they did post it, then you can perhaps go to Royal Fail and see what they can do about it.

ArsenalFC

bosseyed wrote: »

Yeah, my first port of call would be to try and get First to provide proof that they definately posted it. If they can't then surely theres grounds for them to re-issue, if they did post it, then you can perhaps go to Royal Fail and see what they can do about it.

The OP doesn't need to contact RM, that's the job of of First Group as they are the sender. Only if the Op wants to contact local sorting office and ask if they have any outstanding mail for him, which I suspect is unlikely.

wealdroam

As said above.

The ticket is the responsibility of the seller until it has been delivered.

The seller contracted RM to deliver the thing. They failed. It is the seller's responsibility to chase up Royal Mail.

If the ticket does not arrive, then seller must either refund or replace.

I don't think Distance Selling Regs cover tickets.

If the ticket is considered lost or stolen, it has been lost or stolen from the seller and is of no concern to the buyer.

AuntyJean

Thank you to everyone for your advice which has been passed on.

I will try to remember to let you know the outcome.

Jean