Online Purchase Refund Problem

teabelly

They seem to have a twitter and facebook presence so I'd imagine it would be a good idea to address them directly with complaints as public complaints seem to be a very good way of getting decent customer service out of companies that have previously been lacking.

sunbum

I ordered my ENGAGEMENT ring :j on the 29th December (£944.00 - order 11754) and the online website said 14-21 working days. Fine I thought, I can wait the 21 days came and went (Jan 27th). I was told the ring had been sent but in the wrong colour gold, I was then told it wouldn't be long, I rang every week to be told one story or another. I was told it will be with me by the 18th february , the 18th came and went. I then said this was unacceptable and asked for a refund which I was told I couldn't have..... I was promised by the accounts manager that it would be here in 7 days. Don't forget those are working days, This brought me up to the 2nd March. The 2nd March came and went... I have phone every day, spending at least an hour trying to get through to be told more lies. I was then promised for the third time it would be here by the 9th March...it is now the 9th and I have been on the phone again for an hour.. being told it will be here in a few days. I again I asked for a refund and again to be refused. I have today contacted my credit card company who have stated it is unreasonable to have to wait this long and are sending the relevant forms. If the ring does arrive as you stated, before the forms arrive then fine. However I am not waiting any longer. I think you have tried the patience of a saint. The girls on the phone are nice enough (when you get through) However it clearly seems you (the company do not have a clue what is going on) NO ONE has ever contacted me, I have always had to ring to find out what is going on. I am deeply upset, frustrated, hurt and worn out by the whole sorry story.
I have posted this and added it to the many others on the review centre , your web site, Trading standards, Money forum and Watchdog. I am sorry but I have no choice. No one should go through this.:(:mad::(:mad:

debborahgerrard

I have been waiting for a ring since 8th november have now reported them to watchdog, trading standards and bja, i am even thinking of contacting the chester quardian and chronicle

wealdroam

debborahgerrard wrote: »

I have been waiting for a ring since 8th november have now reported them to watchdog, trading standards and bja, i am even thinking of contacting the chester quardian and chronicle

I cannot believe you have waited so long.

It really is time you went down the legal route to get your money back.

Cazzi

I had the same problems with this company. Months of ignored phone calls and emails and promises of refunds that surprisingly never turned up. Eventually I contacted ISIS accreditation (internet shopping is safe) whose logo is on their site. With the help of a lovely lady I finally received my refund. Good luck to you all and don't give up. Don't let them get away with taking your money. They really shouldn't be allowed to carry on trading.

skaboy82

Just thought I'd share my review of this company. Luckily I had a fortunate ending with visa chargeback!

Back in November I ordered an engagement ring with a plan to take my girlfriend away for her birthday in January and propose while we were away. I read some of the reviews on the website and saw a few negative ones but some good ones also. I loved the design of the ring I had chosen so decided to ignore the bad reviews.
I phoned before placing my order to see how long they would estimate the delivery being and was told it should be with me the week before Christmas.
Christmas came and went but still no ring and no contact explaining what the delay had been. Tried phoning but phone never got answered or was engaged. Tried emailing but never got any reply.
When eventually I did get some info I was told the ring was away for polishing and hallmarking and should still arrive before the important date. It didn't. I had to buy a second "token" ring to ask my then girlfriend to marry me with.
Whenever I did get through by phone (never received any unprompted information) I was given a heap of excuses but never any firm date.
Once I spoke to someone who said the supplier do not work on Friday afternoons so he could not find out what was happening with my ring, when I asked for my money back he suddenly told me it should be with them on Monday!
I also sent a recorded letter to which I had no reply. When I phoned up asking about the letter they denied ever receiving it (it was signed for earlier in the week)!
I phoned the British Jewellery Association and was told the company was asked to leave because of too many complaints and bad customer service.
Luckily Consumer Direct have been very helpful and advised me to use my bank to get my money back (I paid by visa debit card) which fortunately refunded my this week after a very stressful few months!

We have since been to a proper shop and bought a lovely engagement ring which my fianc!e can finally wear!

Simon555_2

Almost similar problems to those above, but a specific question not yet covered:-

I have received goods 'not as advertised'

I am in the process of being ignored, fobbed off and fibbed to, and I'm approaching the 28 day return policy date.

1. Would this 28 day policy roll on while I am in dispute?

Having read all the complaints above, I am unwilling to return the goods to a company that appears to be out of business.

2. It is reasonable (and possible) to instigate the credit card chargeback process when I still have the ('not as advertised') goods?

Thanks in advance

PS. It appears that a second company, based in the same area is handling their business. (Sounds very ominous)

maddy1980

I enquired about a ring from Nuttalls in June and they pointed me towards Globe Jewellery who could fulfil my orderas they could offer me a discount. The email came from John Nuttall so was obviously the same company. When I said to Globe that their other company Nuttalls pointed me towards them, they seemed defensive saying that they weren't the same company but worked closely together.

Anyway, I ordered the ring and on day 53 of not receiving it I cancelled my order and requested a refund. I am still waiting 19 days later. I have informed the credit card company and they have wiped off any interest I have paid and as they have said in writing (email) that they have initiated the refund, they don't have a leg to stand on. A section 75 form is winging its way to me now.

When looking for reviews for NOC, nothing came up but this thread has been going since befire my order...

So to anyone else...Nuttalls of Chester is Globe Jewellery so beware!

Simon555_2

Barclaycard refunded my money today 'while we make further enquiries'...'if the retailer provides further information which confirms that the transaction is valid, we may remove this credit at a later date'

I don't believe that Globe Jewellery have a leg to stand on.

Will Barclaycard inform me ahead of this decision?