Being conned out of £220.Distance Selling Reg

Praxis99

Just checked my bank account and delighted to discover that Edock have refunded the £167.07 that I paid originally on the 23 July. Its a win win on two counts firstly because this was not expected - perhaps due to pressure been put on by my card issuer - and secondly because the purchase itself was something of an indulgence on my part and not really needed.

Hope everyone else gets a successful resolution to their own issues with this company and i'd suggest that on the balance of my experience you can travel hopefully in that regard.

This has been a wake up call re my online buying habits and I will be a lot more choosy about who gets my business in the future.

scats1814

Well done Praxis99 - glad to hear you had a result. Lets hope it's a good omen!

Praxis99

Thought I’d just pass on the following:

Received a letter from my bank today (The Cooperative) signed by the Head of Customer Processing Services, the pertinent bit of which stated thus:

‘I am pleased to tell you that we have returned the above charges to the respective merchants bank and this means you will see a credit on your account (I did for £167.07) However it is possible that the merchant will not agree with this decision and may be able to provide more information to prove the payment is correct. They have 45 days to do this and we will contact you it we hear anything else’

So in a nutshell my bank got my money back for me and left the ball firmly in Edock’s court to try prove this decision was incorrect.

All done very swiftly too given my initial payment to Edock was on the 23rd July followed by my speaking by phone to my bank on the 2nd August and then sending a letter to the Banks Disputes Team that would not have been received till Thursday 4th August, with my account credited by Tuesday 9th. I wasn't sure if it was the banks or Edock's doing re my been refunded (since Edock was shown as the depositer) till receiving this (but not surprised either).

Good to know that the Visa Chargeback scheme works as advertised, just a shame that others here appear to be with banks that make you wait much longer before taking action on your behalf.

One final point when you do raise a dispute be as detailed as you can. I broke my own letter into sections as follows:
· Reason for claiming
· Who I ordered from
· When did I order?
· What did I order?
· How did I pay?
· Additional Information in support of my claim

I also included a copy of the email confirming my order and a printed screenshot showing Edocks promise to deliver in 1-5 days (since no delivery information was shown on the order confirmation itself).

All the best everyone.

ijl_holford

Hallelujah!

So after all of that I have now had my money back from the bank...both amounts!
Although they made me wait a long time, they have been very prompt to return the money (Lloyds not Edock) once I was allowed to raise the dispute, which I did on Friday.
Very glad to see that the chargeback thing works and from what I gather from the guy at the bank it is the bank taking the money back rather than Edock refunding it. They take the details and notify the merchant but as the guy said if they have ignored me for several weeks, he did not expect a response from them either, so they would notify and then take the money back. I also have a form in the mail apparently to sign and return which I imagine will look very similar to the one above. I also sent an official Cancellation of Order email to Edock so with the information I learned from trading standards about distance selling regs there is no way they can dispute it should they ever decide to communicate with the outside world!

Anyway lesson firmly learnt, I'm off to Amazon to buy the thing I wanted in the first place! Take heart all those still having problems it appears Visa have made even debit card use safe on the internet, just push your bank to raise the dispute and get it over with... and never ever EVER go near bloody Edock.TV!!

Praxis99

ijl_holford, great to hear that you too have got your money back and that your experience mirrors mine in its swirftness once your bank got on the case for you.

I've always had a niggling concern when using my debit card online because of a fear of how I would get my money back if something like what actually happened occured. Fortunately it seems at least with Visa Debit cards you are well covered. That said I am unlikely to be venturing off the beaten track again with regards to online purchases.

Hope everyone else gets a positive outcome too.

scats1814

Pleased to report a positive outcome for my daughter. She took all the relevant stuff down to her local bank branch and once she got past the initial person on the desk and spoke to someone who actually knew about the Visa Chargeback Scheme they set the wheels in motion, and she now has a reversal of the original transaction on her account. Obviously there has been absolutely no response from Edock but we have reported them via Consumer Direct so hopefully at some point they will be investigated fully.

Lizzle

I just found this thread whilst searching for info on edock. I placed an order and then realised the item wasn't suitable so tried to phone them and email but got no response. I contacted my credit card company and they immediately put me in touch with their dispute team after I explained the situation. Hopefully they'll sort something before edock have the chance to send anything out.

By the way I see quite a few people mentioning items coming from Eollis Lab. That is actually the name Pixmania use when sending items and they dispatch from mainland Europe (primarily France). So it would seem that edock are simply placing orders on Pixmania which explains why they seem to only sell stuff Pixmania stock and why their prices represent a markup.

I'll definitely be more careful in future about checking out firms before I order. In my defense it seems they have done a lot of work to make the website seem more legitimate than some users previously experienced.

Upsilon

Hey all,

I recently placed an order with Edock.tv for a processor, stupidily I did not check up on the website. I placed the order on Saturday (19th) and the money was taken out last night. I e-mailed them on Tuesday asking why it was taking so long but did not get a response.

I'm concerned that I have just been conned, however after reading up on this thread and another on the AV forum I can see that using the chargeback scheme should do the trick if it is needed.

I am optimistic, however, that the company turns out to be legit but with very bad customer service and unorganised shipping etc. I would like to e-mail them again demanding a tracking order for my item, and implying that if I am not satisfied with the response I will be taking legal action.

Can anyone suggest what to say in this e-mail so I get a worthy response? After that I'll have to resort to calling them, as I read in a previous post that once a customer phoned them up they gave them the tracking order straight away with an estimated date of delivery.

I was thinking of something along these bullet-points:

- 19th November, 2011 I placed an order. It took 5 days (3 working days) for you to process the payment.
- I e-mailed you regarding this order but received no response.
- Now that you have taken money I wish to receive the relevant tracking information
-I am less than satisfied with your Customer Service, and have tried multiple times to contact you via telephone.

- Your website indicates that delivery time will take 24-48 hours.
- I expect the item to arrive by Saturday 26th of November.
- Willing to give you until Monday before taking legal action against you.

I'm unsure if I am actually able to say any of this to them, I don't want them turning around and saying Bring it on! Any suggestions?

Edit/ From what I can tell, and from past posts on this forum thread and another on the AVforum, it appears that the company are taking orders for items and then finding the items elsewhere and placing their own order.

This is the weird part. The money taken from my account comes under the name TOMSON DIRECT, when I checked their website the item is listed for £95.15 instead of the £91.54 I paid at Edock.tv. I have no idea how these people can stay in business unless they plan on using my card details later on to purchase other items...

supadupa39

Hi All

I have had a similar experience to most users attempting to purchase from Edock.

*Placed my order, used Google Checkout and my DEBIT CARD which made me feel kinda safe.
*Received confirmation of the order, payment and delivery timescale
*Strangely the money was not taken from my account until around 5 days later.
*No further updates as to delivery tracking or that a despatch was made
*Attempted to contact by phone - no answer at any time
*Looked at the forum then took a big gulp!

*I then wrote to Sean at Edock requesting cancellation of order under distance selling regulations

Sean wrote back confirming cancellation and advised a refund was inititated.

The refund never materialised after 2-3 days so I wrote again to Sean at E-dock offering to complain to Visa under the chargeback scheme.

He wrote back again the next day saying he had carried out a second refund (manually) and 'pasted' the transaction details into the e-mail so that I could see it was genuine.

I thought it was another bluff but lo and behold it turned up in the bank yesterday afternoon.

I had a lucky escape but it may be that this is the approach to take, maybe he is scare of losing Visa merchant status more than a bop on the nose!

Good luck!

MalcolmM0

Praxis99 wrote: »

Put something in the cart and checked out, the address given for the company been:

edock, edock House, 322 Preston New Rd, Blackburn BB2 7AQ GB

I know this thread is old, but I feel it wise to inform people that numerous companies have been registered at this address.

tomsondirect.co.uk
Regalmetals LTD
Rivertown LTD