Missing part of order from Microdirect - please advise

behibehi

Hi everyone, first post, and am delighted to be joining this community.

I ordered 2 items from Microdirect from their "offers" site last month, one USB flash drive, and one MP3 player. After numerous problem in delivery, I finally had to go and pick up the parcel from Amtrak.

There was only the USB flash drive in the parcel, and no MP3 player. The parcel was completely sealed, and had the security tape on it. I immediately contacted Microdirect, and after a few days of promising to call back and dragging their feet, today they have sent me "video evidence" of the two items being shrinkwrapped together. So on the basis of this video, they are claiming they sent me both the items, and that I am lying, basically.

The video they have sent me is totally inconclusive. It shows (in a top-down view) a man wrapping up the two items and placing them into a Jiffy bag. There is no close ups of the address label, or anything else, that this was my parcel. It could have been anyone's parcel.

In fact, I know 100% that this is the video clip of someone else's parcel, as the clip shows the man putting in an A4 invoice into the jiffy bag. Yet, there was no invoice in my parcel.

As both items were on special offer at a good price, Microdirect are likely to have sold quite a few of these items, so they may have mislabelled my parcel containing the two items to somebody else, and shipped me the wrong parcel.

I paid for the order via debit card, so I cannot involve a credit card company.

I am REALLY annoyed! Do I have any options, such as involving trading standards? Should I write to the company directors outlining my case? Should I write into a PC magazine, such as the "helping hand" section of Personal Computer World?

The MP3 player I am missing off my order cost about £18, so not a massive loss, but I hate them to get away with it, and any advice will be gratefully received!

behibehi

Poppycat

I fine it extraordinary that a company would even video members of staff packaging goods and then proving that the said items belong to X customer.

As you rightly said just because items were packed doesn't mean it belongs to said persons, who's the say that they do this and send it to x amount of customers in case matters like this arise, its no real prove at all.

The only action really is to write to Microdirect giving them 14 days to provide the goods or you will seek redress at the small claims court. At least if you demonstrate that you giving them opportunity to provide a replacement that at least it would look like you are being reasonable. At the end of the day its your word against there's unless you have someone who perhaps witness you opening the boxes. I think anyone who is prepared to do this for the sake of £18 I would find it hard to think they were trying it on.

motorguy

sounds like a standard brush off that they are trying.

you could send them back 'video evidence' of you opening a box with only one item in it!

there is no way they can prove its your box that the guy is parcelling up.

i'd stand fast and insist these couldn't possibly be your items as there was only one in the box and no receipt.

steve1905

I have an on-going problem with Micro Direct.
I ordered goods to the value of £1200 approx. When I received the items I found part of the order not as advertised so I followed their returns procedure and returned part of the order for a refund. They emailed me to confirm receipt of the returned items and that the items were good to go back in their stock. They also confirmed that I would receive a refund for the items returned - £560 and that it would take 10 working days to show on my credit card. After about ten days I received a refund for just one of the items - £80. After getting someone in the Customer services dept to help - he told me "it's an error in our accountancy dept you will have a full refund in 4 working days. During which time I have been away on Holiday, I get back to find no further refund.
Yet again I attempt to get help at Micro Direct, spend time hanging on the telephone only to be told the person dealing with this is at lunch but he will ring you back - of course no one phone call back. I then call back the next day only to be told - sorry it's a mistake at our end and you should have the refund in 3 working days.
That is the state of play at the moment. They basically owe me £460. I have paid this on credit card, can I get credit card company involved?