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BUTLER AND WILSON using card details without permission
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Lady_K
Posts: 4,429 Forumite

I wanted a bag for a christmas present for someone who had the matching jewellery but the bag was not in stock. They rang me a week later to say they now had one of the bags in the shop but it needed to go in for repair and did I want that one once its repaired. It needed some stones replacing. I was rather reluctant to have the repaired one and asked if this was a returned item she said no it wasn't and not to worry. New stock wasnt guaranteed to arrive until after Christmas so I said ok I will have it so long as you agree to refund in total including postage for delivery and return if its found to be unsuitable, she said yes but you will be happy with it. Another week later they rang saying it had been repaired and did I still want it. I was still unsure and asked if it was as new and could she reassure me again it had not been returned by a previous customer or been on display she said no it had not and it is absolutely 'perfect'.
I paid for it over the phone and it arrived a few days later. I examined the bag and there were faults on some stones sticking out like they had more glue and they had like an open claw effect lifted away from the setting I was not happy. I rang them and first they refused to pay refund on postage even though it was a faulty item. It took some doing to get them to agree to pay both postages and even when they did I just knew it wouldnt go through.
Returned the bag and put my reciept for return postage to them inside along with an explanitory letter. Got a phone call about a week later saying they do not accept photocopy reciepts and I had to send the original, another delay. Sent the and another week later a refund to my account minus part of the postage. It was £5.50 for them to post it to me and £4.50 for me to post it back to them they just refunded the £4.50 just dont see the logic in that why a big company like that would make so much of £5.50
I got a phonecall on Saturday afternoon from the lady there saying she was just informing me that she had refunded me a second time by mistake she wasnt aware her collegue had already done it so she had now taken the amount back from my account with my card details... Shouldnt she have rang me before doing this? I said I hope this is not going to take me overdrawn she said no of course it wont I have done it both at the same time on the same day refunded then cancelled but of course she hadnt cancelled it she had retaken it.
Checked my bank account this morning (Halifax) and my available balance is less by the £72.50 she has taken out. I've rang the bank and they have given me the autho code and said they cannot see a refund just a charge as though I've purchased something and this should not be done without my permission. I have direct debits due to come out of that account and because this payment which shouldnt have been applied is still pending I have to find the money from somewhere to put in so I don't get charged. Its still not clear if the refund has gone through but in order it was done refund then retake so I don't know why my account is down by the £72.50
I did while she was on the phone query why she had not refunded the other £5.50 it cost me to have the item sent to me in the first place on her assurance that it was perfect and she just talked over me saying I had been refunded £4.50 and that was it.
Not sure what to do about this but I'm not happy with the way they have handled many things and its left me in a mess in my bank account
I paid for it over the phone and it arrived a few days later. I examined the bag and there were faults on some stones sticking out like they had more glue and they had like an open claw effect lifted away from the setting I was not happy. I rang them and first they refused to pay refund on postage even though it was a faulty item. It took some doing to get them to agree to pay both postages and even when they did I just knew it wouldnt go through.
Returned the bag and put my reciept for return postage to them inside along with an explanitory letter. Got a phone call about a week later saying they do not accept photocopy reciepts and I had to send the original, another delay. Sent the and another week later a refund to my account minus part of the postage. It was £5.50 for them to post it to me and £4.50 for me to post it back to them they just refunded the £4.50 just dont see the logic in that why a big company like that would make so much of £5.50
I got a phonecall on Saturday afternoon from the lady there saying she was just informing me that she had refunded me a second time by mistake she wasnt aware her collegue had already done it so she had now taken the amount back from my account with my card details... Shouldnt she have rang me before doing this? I said I hope this is not going to take me overdrawn she said no of course it wont I have done it both at the same time on the same day refunded then cancelled but of course she hadnt cancelled it she had retaken it.
Checked my bank account this morning (Halifax) and my available balance is less by the £72.50 she has taken out. I've rang the bank and they have given me the autho code and said they cannot see a refund just a charge as though I've purchased something and this should not be done without my permission. I have direct debits due to come out of that account and because this payment which shouldnt have been applied is still pending I have to find the money from somewhere to put in so I don't get charged. Its still not clear if the refund has gone through but in order it was done refund then retake so I don't know why my account is down by the £72.50
I did while she was on the phone query why she had not refunded the other £5.50 it cost me to have the item sent to me in the first place on her assurance that it was perfect and she just talked over me saying I had been refunded £4.50 and that was it.
Not sure what to do about this but I'm not happy with the way they have handled many things and its left me in a mess in my bank account
Thanx
Lady_K
Lady_K
0
Comments
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you must speak to trading standards. they have sold you an item that is not "as described" and have potentially fruadulently used your card.:beer: Well aint funny how its the little things in life that mean the most? Not where you live, the car you drive or the price tag on your clothes.
Theres no dollar sign on piece of mind
This Ive come to know...
So if you agree have a drink with me, raise your glasses for a toast :beer:0 -
I rang them to complain and the lady who dealt with it wasnt there but I didnt want to deal with her anyway. The young lad that answered the phone seemed nice and agreed that it was not the correct way to do things plus if the item was faulty it should have been a totally fully refunded. He said the lady didnt come in till another 15 mins but he would pass it to the management too. A couple of hours later I got a call from the manager very applogetic but they knew what had happened was wrong so they had to be nice.
She first said she would send me by cheque the £5.50 that was short in the refund but I thought that was one big insult and I pointed out that had I had any direct debits due to come out this morning I would have been overdrawn plus its christmas and I could have easily had other transactions taking place that their pending payment could now have stopped. I do have direct debit payments going out on wednesday that I have to cover till its sorted and on top of that the lady had told me she kept my card details in a drawer as I queried why she still had them and I'm certainly not happy with that. She offered me £20 cheque to include the £5.50 owed to me anyway that went up to £30. The whole saga has totally put me off them I'm not sure if to take it further or not though I havent decided yet. She has said the cheque will be with me tomorrow recorded deliveryThanx
Lady_K0 -
I would wait until perma tan, sorry Simon Butler Wilson?..(whatever) comes on QVC and I would do a call into the studio and tell him exactly what you think of the way you have been treated.
I'd love to see him squirm!!!0 -
Hehe yeahThanx
Lady_K0 -
I suggest that you contact your credit card company again. Explain the situation to them and tell that you are disputing the 2nd charge because you did not authorise it. Also tell thm that the first charge was incurred for a faulty item, which the suplier is unwilling to remedy, and that you would like them to instigate a chargeback.[size=-2] If this post was unhelpful, please tell me.
If it was helpful, please tell everyone - Press the [highlight]Thanks[/highlight] button![/size]0
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