Consumer Rights: MSE Article discussion (DO NOT ASK CONSUMER QUESTIONS HERE)

wealdroam

Dewpoint wrote: »

Well, I thought about that, but not all disagreements referred to Ombudsmen originate within the private sector. I think we have a right to the expect same level of service from public and government agencies like the HMRC - but we don't get it, and the government seems totally complacent about it. The Adjudicator's Office is the avenue for disputes like these.

OK... so where is your Consumer Rights question?

Praise, Vents and Warnings is the place for this.

derrick

wealdroam wrote: »

OK... so where is your Consumer Rights question?

From the OP;)

MSE_Alana wrote: »

Please click reply to discuss the Consumer Rights guides

This discussion thread is for comments on and discussion of the MSE guide linked to here. It's NOT for general questions. If you have general questions please start a new thread on the Consumer Rights Board

Part one: Give me my money back

Part two: How to complain

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Dewpoint

wealdroam wrote: »

OK... so where is your Consumer Rights question?

Praise, Vents and Warnings is the place for this.

According to the forum heading this is about Consumer's Rights not questions. i.e
"Please click reply to discuss the Consumer Rights guides"
My contribution was to point out the route for complaints about the HMRC - of which I suggest there are many - but wasn't covered in the original article.

kkj

Hi, I'm hoping someone can help me. I bough some shoes online in May, paid for delivery. Returned them within a week or so, and I was entitled to a full refund INCLUDING DELIVERY CHARGE REFUND, which New Look confirmed to me on the phone.

3 months later and they have only refunded me the cost of the item, not the delivery charge too. I have emailed their customer services numerous times telling them that, and they respond each time claiming they refunded a different amount (including the delivery charge). I have checked with my bank, and am 100% sure that only one payment was refunded, which didnt include the delivery charge. Each time I email I explain this to them, but they seem to think I am incapable of counting because they respond with the same answer - 'we have refunded the full amount and maybe it will show up as two separate transactions instead of one'. They are wrong - there is only one transaction payment into my account, and it does not include the delivery charge refund.

I am at my wits end. They have ignored a dozen emails in the same way - claiming that they have paid the correct amount, despite my assertions that they have not, which I can support with bank statements. They offer no transaction details to prove what they paid, whereas I have provided them with transaction details showing they paid a lower amount to me. They just retort each time that there was a second transaction. Yeah right, one that is invisible!!!! What more can I do?

kkj

PS this forum is so cluttered it's not easy to find where else may be better to post my query...If you want me to post this elsewhere, please advise

derrick

kkj wrote: »

PS this forum is so cluttered it's not easy to find where else may be better to post my query...If you want me to post this elsewhere, please advise

Read the first post and my post above, #273, both of which explain where to post questions of this nature.

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Cliffo

Hello,

I have a query about the information given in the Consumer Rights guides, regarding Distance Selling Regulations that I feel could do with expanded explanation please.

If you decided to buy some goods while viewing on-line you often nowadays have the option of paying on-line for a home delivery or to subsequently collect from the retailers local shop.

You can also often do on-line a "reserve & collect" order for goods so that you fetch them from the shop and pay at the tills.

It's clear that goods bought on-line for home delivery are covered by the DSR, but what is the position if you have them sent to their local shop that you go fetch or for doing the on-line reserving and then go to fetch and pay at their local shop.

An initial response here would be helpful please and later updating the guides.

But sorry if this thing has previously been covered somewhere or I've not seen it in the guides.

Thanks

mo786uk

It depends on when the contract to buy was formed.

If the consumer is tied int oa contract of paying/reserving. then the DSR kick in

If on reservation the consumer hasn't actually purchased and can go to the shop and not buy then the contract has not be made/concluded.

Online reservation and then colelction with payment at the shop is unlikely to be covered by the DSR as all you are doign as asking them to keep and item in the shop. when you go to the shop you are just buying it like any other.

If the item has been misdescribed then the Sale of Godos Act will still apply as always.

Pjyn13

I have shopped with Asda quite often in the past on line for my groceries. They always seem to take the amount of the order regardless if items are missing then change thecorrect amount a few days later. This week they have excelled themselves. Due to a computer error in the US, Asda have taken over £300 from my account causing me to go overdrawn. I didn't even have a grocery order with Asda this week,and had bought nothing with them in store.

After numerous phone calls to Head Office I am told the money will take between 3 - 5 days to get back to my account, but they will cover the overdraft charges!!!! How kind of them considering if it wasn't for them I wouldn't be overdrawn in the first place.

I have tried and tried to get this money back sooner, but to no avail, they have really tested my customer loyalty this time.

Valli

Pjyn - Is this a question?

There appears to be a glitch; this has happened to another poster. Make sure you keep a record of your claim for overdraft/bank charges and WRITE to them, with a copy, so that they know how much they need to pay you to cover for your losses.