[deleted as complaint is being resolved]

MissThrifty_2

[deleted as complaint is being resolved]

Nile

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

john510

MissThrifty wrote: »

Vision Appliances bills itself as “Mid Wales’ largest discount showroom”, but I would never recommend this company to anyone. Vision Appliances has ripped my family off to the tune of £900, has provided terrible customer service and has caused a great deal of upset. :mad: Anyone else come across this outfit?

My mum saved up for a new range cooker and had a list of must-have features (including a griddle and a programmer). She couldn't find what she wanted anywhere, and phoned Vision Appliances to see if they could help, after finding their website. She spoke to Mike Kelly at Vision Appliances, who told her that he had just the cooker in stock - a Belling - with all of the features that she had requested. She was over the moon and paid £100 deposit with her Visa card. Delivery was arranged for after 10 am on a Thursday morning, when my mum would be at work - but when her partner would be there to check it, sign for it and pay the outstanding balance.

On the day, he arrived at my mum's house at 9:30 am - to find the oven dumped on the front driveway! No-one had checked it and no-one had signed for it. He & my mum managed to get the oven into the house, removed the packaging - and discovered that the oven did not live up to the description given to my mum by Mike Kelly at Vision Appliances. For example, it had no programmer - and the griddle was missing completely.

To add further insult to injury, it turned out that Vision Appliances had taken the remaining balance of several hundred pounds off my mum's Visa card on the day of delivery - even though my mum had never given permission for this, and has never received a receipt. She telephoned Vision Appliances to complain, asked for the cooker to be collected and her money refunded, and was basically told to stick it.

Since then she has contacted Consumer Direct, who have been absolutely wonderful. On their advice she has contacted her bank regarding the money that Vision Appliances would appear to have removed from her account fraudulently; she has also written a formal letter of complaint to Vision Appliances, requesting a refund. The latest is that Vision Appliances has written to her (a scrawled letter, with no letterhead) telling her that Vision Appliances will refund her money, on the grounds that the cooker was missing its griddle - but that she has to organise and pay for the return of the cooker herself! Also they say that they will only refund the cooker if it is returned in the original packaging - although they must know that my mum had to remove the packaging before she found out that it was missing parts and features.

If we have to we'll take Vision Appliances to court to get this bloomin' cooker out of the house and my mum's money refunded, but in the meantime I want others to know about my family's experiences with Vision Appliances, so that they know to avoid this company! Vision Appliances also has an eBay shop under the name of mikek772.

we paid £470 for a new cooker it looked good then we found it was second hand and he said we are not going to get the cash back

omen666

Under the distance selling regulations, you are quite within your rights to change your mind at any time within the first seven days, return the goods and get a full refund. This means without financial penalty of any kind – such as a cancellation charge or a ‘restocking’ fee. The supplier must also refund any delivery charges paid by you, and any other costs related to the contract. Refunds must be made within 30 days from cancellation, whether or not the goods have been sent back. Any related credit agreements will also cease to exist.

Also I think it would be best to remove the customers name in you post hardly professional as a business???

MothballsWallet

Mike, I appreciate that you want to defend your side, but if you would like to post on behalf of your company, you need to email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL] to request permission from them to ensure fairness is observed.

Freddie_Snowbits

Bu99er, doth Freddie miss something here.

DVardysShadow

Pollycat wrote: »

Yes, Freddie, you've missed your chance but thanks to John510 for quoting the OP's post before it was deleted.

Perhaps the 2nd poster on a thread should always quote the OP?

Pollycat

DVardysShadow wrote: »

Perhaps the 2nd poster on a thread should always quote the OP?

I've often thought that myself, especially on some threads where a lot of people have gone to the trouble of offering advice only to have the OP throw a strop and delete the original post.

In this instance I can't really see why the OP has deleted her original post.

Surely the situation was as described and should serve as a warning to others that the company in question messed up the original delivery, took money without authorisation, refused to address what sounds like perfectly valid complaints and only acted to rectify the situation after Consumer Direct was involved and maybe adverse publicity came their way from this website.

If I were the OP's Mum I'd certainly make a dent in their 100% customer feedback rating.

DVardysShadow

Pollycat wrote: »

I've often thought that myself, especially on some threads where a lot of people have gone to the trouble of offering advice only to have the OP throw a strop and delete the original post.

In this instance I can't really see why the OP has deleted her original post.

Obviously, OP has not thrown astrop here. But sometimes you wonder if the company has intimidated them into deleting their post?

Pollycat

DVardysShadow wrote: »

Obviously, OP has not thrown astrop here. But sometimes you wonder if the company has intimidated them into deleting their post?

Thanks, DVardyshadow, I didn't mean to suggest that the OP had thrown a strop on this thread but as I said in my earlier post, the OP's Mum clearly had problems with this company and even if they are in the process of being resolved or have already been resolved, the lack of customer service initially provided is still something to consider before doing business with this company, so I can't understand the reason for deleting the post - unless your musings are not too far off the mark.
If that is true, maybe another reason to consider hard before choosing to do business with them.