IT247 time wasters

cheapscate

I ordered a laptop for my son’s birthday last night using a debit card from IT247.com I was pleased with the price they offered and I got a further 2.5% off by using a voucher code. They gave me an order number and a message that my purchase was complete.
This morning I received an e-mail from IT247.com requesting ‘that in order to complete your order will need to verify your address by seeing a statement for the card used in this transaction’.

The e-mail had none of the usual salutations, had grammatical mistakes, lacked some punctuation and had no actual name of sender other than the company.

I was somewhat alarmed and IT247 were contacted, as I thought this was a hoax. However it was not, they do indeed want a copy of my statement.
I looked up identity fraud on line and found that a copy of my statement with card details would be jolly useful to fraudsters and that there are ways and means that banks/retailers and customers can all prove identity and address without compromising security.
I told IT247 of my concerns and the order was cancelled.

You would think in the present economic climate that this company would find a way to address their security concerns without frightening away customers. They obviously have so much business they can afford to turn it away .

demondoctor

to be honest they don't sound like the most reputable company so you are probably better off and just saved yourself a lot of hassle.

DCFC79

fairyland2811 wrote: »

Hello

I am the Customer Services Manager for IT247 and have just picked up your posting.

Firstly, please let me offer our sincere apologies for the problem you have experienced in dealing with IT247. I am horrified to see the issue you have outlined, it has clearly highlighted a problem we have with our account verification process.

We will be taking immediate steps to resolve this process problem.

Once again, sincere apologies, we would like to extend a private apology and will be sending a private contact email to you via this forum.

since you say your a Customer Services Manager for IT247, have you asked for permission from martin to post on

cheapscate

just wanted to update this thread. After posting my initial comments I was contacted by IT247 through this forum - the services manager seemed genuinely aghast that this had happened! They made me a very generous offer to me to compensate for the problem and dispatched the laptop straight away! I was told that having highlighted the problem with them they will address it. Actually I am really impressed that they picked up on my initial vent and sorted it out so quickly. From Vent to Praise in one short thread:T:T:T:T

kazzah60

nice to hear cheapscate
thanks for updating the thread
well done IT247

jturn1bu

Ordered 2 TFT monitors from them at the end of November 2010 and they used City Link for next working day delivery, Monday. After a few days when nothing arrived I contacted them to ask where my goods were and after 2 days they got around to replying to confirm that City Link had tried to deliver. Unfortunatly the photo they sent of attempted delivery was not my house.

Emailed IT247 to confirm that it was incorrect and again waited 2-3 days for a reply. They sent me the tracking number and said it was in the system. On the following Saturday City Link left a note to say that they would not deliver again and goods had been taken back.

Emailed IT247 and said I wanted my money back. They eventually emailed to say that my payment would only be refunded when the goods were returned to their supplier. Needless to say City Link seem to have lost them and goods show held in 'network'. Emailed IT247 and they confirmed that they would not refund any payment until the goods arrived with their supplier. My last hope to recover my payment of more than £300 is to hope that my credit card company can get the refund. I can honesly say that this company is an absolute rip off and customer service is terrible. Would never use them again and suggest avoid.

Mk14:37

Surely your problem is with City Link, not IT247?

wealdroam

jturn1bu wrote: »

Emailed IT247 and said I wanted my money back. They eventually emailed to say that my payment would only be refunded when the goods were returned to their supplier. Needless to say City Link seem to have lost them and goods show held in 'network'. Emailed IT247 and they confirmed that they would not refund any payment until the goods arrived with their supplier. My last hope to recover my payment of more than £300 is to hope that my credit card company can get the refund. I can honesly say that this company is an absolute rip off and customer service is terrible. Would never use them again and suggest avoid.

Under Distance Selling Regulations, the seller must give you an unconditional refund.

On page 25 of that document it says...

Refunds (Regulation 14)
When do I have to refund a consumer’s money if they cancel an order?
3.46 As soon as possible after the consumer cancels, and in any case within 30 days at the latest. You must refund the consumer’s money even if you have not yet collected the goods or had them returned to you by the consumer. You cannot insist on the goods being received by you before you make a refund.

Might be an idea to remind them of this.

As you see, they do have 30 days to provide the refund though.

The following paragraphs of that same document might also be helpful...

Can a consumer cancel an order before they receive the goods or where goods are lost in transit?
3.35 Yes. Where the DSRs give consumers rights to cancel, this right is unconditional. If consumers cancel before they have received the goods you must refund the total price of the goods, including any delivery charges. Consumers who have cancelled under the DSRs may refuse to accept delivery of the goods. Refusal in such a situation cannot be treated as a breach of contract.
3.36 Where goods are lost in transit from you to the consumer you will need to either send new goods or offer the consumer a full refund, including delivery charges.

jturn1bu

Thanks Wealdroam for information. I did suggest to them in my last email that I thought that withholding repayment was in breach of distance selling regs and in any event their carrier had lost the goods.

With regard to it being the carriers fault I agree up to a point in as much as I contacted IT247 after the first abortive attempt at delivery to the wrong address and asked them to contact the carrier which they did not do. I tried to speak with City Link but after finally getting a real person was told they would only liase with the supplier and not myself. Similar response from City Link when they did not delivery the second time and going back to IT247 made no difference because they just ignored my email and wrote some rubbish back about tracking information. On a side note IT247 do not seem to answer their phone either so all in all a right shower.