Online Purchases - No response

MrAnalogy

Last week I purchase a twin pack of an item online. When I received it I satisfied myself that it was the genuine article and ordered another twin pack then and there (price was very competitive).

That same day I tried one of the items and found it to be faulty (took a couple of hours for fault to appear). I immediately emailed the company (only method of contact given), informing them of the fault (irreperable), asking what I should do to return it (no return address given), whether they wanted me to test the other item in the twin pack, and to cancel the order I had made a few hours earlier (to reduce complications).

I heard nothing (although website said that queries could take up to 24 hours to answer) the entire following day (Friday).

On the Saturday I emailed again, asking them to confirm that they had cancelled my subsequent order, and saying that I was intending testing the second item in the pack to make sure that that was ok.

On Monday I emailed again, asking for confirmation of the subsequent order cancellation (checking my CC online I noted that money had already been taken for it), and saying that the other item seemed to be ok, and what did they want me to do with the faulty one.

Today the apparently working item failed (similar fault to the first), after only 4 days usage. I immediately emailed them, again asking for confirmation of the cancellation of the subsequent order, and informing them that I was rejecting the twin pack in its entireity as both items were faulty/unusable. I again requested a returns label, and asked for my credit card to be refunded fully.

I added that if I had heard nothing from them by the end of the day I would assume that they were not adhereing to the D.S.R. and that I would begin to take steps to execute a charge-back on the items (but said I hoped that we could resolve the problem amicably).

My problem is that I have no means of directly contacting them, and no postal address to which to return the faulty items.

Could anybody advise me on my rights in this matter, and whether I have taking the right steps to protect those rights. Also, where would you advise me to go from here?

I have been a long-term shopper on the internet, and did actually check this company to see if they had bad reviews before purchasing (there was one mild one, and a few expressions of caution about dealing with them, but nothing concrete).

Anyway, thanks in advance for any advide you might be able to give.

rsykes2000

I think advice may depend on the company and the item. Why not post both details ?

MrAnalogy

The product was a Chillow - water-filled cooling pillow - although it was advertised as a "BeCool" pillow on the web-site, so I did not know exactly what it was (I have previously used Chillows, but they only last me 8-9 months and its gets rather expensive replacing them, so I was looking for a cheaper alternative that might do a similar job).

You "activate" the pillow by putting a measured amount of water in, and then leaving it for 3-4 hours before use. The first one I tried leaked during this "activation" period, the second failed as I said after 4 nights use.

They are therefore totally unusable, and have not been subject to inappropriate use.

At this stage I am hesitating in posting the online-company name, as I have some hope that they might yet respond to me, and I do not want to antagonise them.

I have tried to find out who/where they are, but I do not seem to be using WhoIs correctly (or perhaps because they are a .com company?).

I am really at a loss because they appear to have draconian T&Cs (which to an extent I disregarded as I believe that DSR over-rode them) so if they do send the order I have desperately been trying to cancel then they appear to want to charge me a large amount for refusing it!

Not sure what other information I can give, apart from the company name, and I am not sure how that would change what my rights are and what action I should take.

Best Regards

adam.mt

DSR does indeed prevail providing the company is based in the UK, if they're based abroad then it won't.

Since all you have for contact details is an e-mail address it doesn't inspire confidence, in my opinion any legitimate company is happy to give at least their physical address if not a telephone number as well.

Probably best to reveal who they are and their website so that someone here can check.

Have you had any response at all, as of yet?

Have you tired Companies House for their trading address?

smcaul

assuming it's ioutletonline.com then I think you will be doing very well to get anywhere near your money!!! Looking up the web address on WHOIS returns just the registrar of the domain, the owner has not filled in any details of their own!!!! Which screams scam site from the word go, as does the fact that there are no contact details on the site what so ever!!!

Was there any return address details on the packaging? That may well be your only hope in tracking them down - and doing a quick google, you are not alone!!!!

MrAnalogy

You are indeed correct with the online company name

They have just sent me an (automated) email saying that they have shipped the order that I have spent the last 6 days trying to cancel!

Not sure what the situation is regarding that - apparently if I refuse to accept delivery they can charge me for that as well!

Obviously no mention either regarding the return of the faulty products.

Not sure what I can do - what is the situation regarding posting the (accurate) details on this situation on various consumer sites please? If they are this bad I am surprised that more negative reviews on them do not come up on a search.

No return address (or invoice, which should have run alarm bells) was on the packaging, but a glimmer of hope is that checking my credit card online I saw the payments had been made to Viewpoint Digital - Woking.

They do appear to exist - London office with address (co. no. 07015459) and the Woking branch in Knaphill.

Not sure if it is worth chasing them - one presumes they have some connection with the online outfit?

Anyway - a sorry tale of woe - but if my experience can prevent other people falling into their trap/scam then at least that is some comfort.

Any advice on damage limitation appreciated (i.e avoiding the apparent charge for refusal of delivery), and advice on any legal pitfalls there might be in publicising the nature of this company could prove helpful.

Thanks and Best Regards

KeithP

You used a credit card.

I guess you spent less than £100.00, but perhaps you can convince the cc company to refund your money.

If not, they may be able to help with contact detail.

MrAnalogy

I contacted the cc company this morning and explained the situation (i.e. that it was too soon to say they had defaulted on the DSR, but looked extremely likely that they were going to.

They looked up the company the money went to (Viewpoint Digital Woking) and, no surprises here, they had not supplied a contact number or address!

They did seem to think, however, that if the transactions were in dispute that something might be able to be done to claim back the payments. I would not be confident of that though.

On a different tack, I tried to leave a review on their site of the product I bought (currently has 2*5star ratings!) - in the hope that either they, or somebody at least, might read it. A major surprise though, reviews are only posted after they have been approved!

Anyway - now awaiting arrival of order that I cancelled 7 days ago on same day as I ordered it. If I refuse it they seem to want to charge me a penalty for doing so - if I accept it - I have no address to return it to. Sigh

Thanks though to the people that replied to my post. Not sure I am any further forward, but at least I feel better for having got it off my chest!

Best Regards

MrAnalogy

Promising news! I received an email from them yesterday with an apology for the delay in getting in contact.

I quickly re-iterated the situation, and where the faults were, and mailed back. I got a reply a few minutes later, with another apology, an instruction to dispose of the faulty items, and an undertaking to refund both orders.

I mailed my thanks, and said that on conclusion of the matter (i.e. full refund for both orders) that I would give a positive opinion on them if asked.

I will let you know if/when I get the refunds

Thanks again.

MrAnalogy

Ioutputonline.com

Update:- Refund cheques received and banked (will report back if they bounce!).

They did not want either the faulty items or the cancelled order that was delivered returned, so still have no idea what address they operate from.

However, they have (eventually) refunded the monies in full for the faulty and cancelled order, so provided the refunds clear I will be able to give a positive report on them regarding this somewhat frustrating and protracted saga (as I promised I would).

I would comment that although they appear to have done the right thing in the end, the extreme difficulty in communicating with them does their reputation no favours, and if they responded to their emails in 24 hours as they say they will, rather than the 7 to 10 days (!) that it appears to take, then customers would get far less frustrated and anxious.

Best Regards