Mesh Computers - No Refund (even after 30 days)

VikkiB

To cut a long story short I placed an order for a PC from Mesh Computers and was given a delivery date, the delivery date was postponed again and again (staff were very rude, unhelpful and contradicted each other over and over again) until I finally gave up and cancelled the order.

The company acknowledged the cancellation and explained that I'd get a full refund within 30 days. It's been 32 days since I cancelled the order (in writing, by email) and I still haven't received a refund.

I've tried calling them but I just get put on hold and then after waiting over 10 minutes the line goes dead.

I emailed them on Thursday last week (28 days into the 30 day period) as I anticipated they would be closed over the bank holiday weekend informing them that I hadn't received the refund but got no reply.

The total was for around £570 and I paid by debit (not credit) card.

What can I do now to get my money back?

arborlinden

What can I do now to get my money back?[/QUOTE]

This is a typical scenario of an impending visit to the Receiver! What can you do? Probably nothing except pray and learn the lesson you missed at school: Never, Never, NEVER, pay by debit card.

fozmcfc

If it is 30 working days or do the 30 days start when you contact them for a refund or when the receive the machine back. You may find time isn't up yet.

If you still have no refund and the required days are definately up, I would contact them by recorded signed for letter.

I'm sure someone will be along here who could suggest the wording of the letter.

From my experience of Mess, you've had a lucky escape, their machines are as bad as their customer service.

savemoney

If you paid by Visa debt you can invoke a visa chargeback from your bank

http://whatconsumer.co.uk/visa-debit-chargeback/


BTW Mesh have a terrible feedback, never used them myself but I been in pc for donkeys and heard so many bad things about them

VikkiB

fozmcfc wrote: »

If it is 30 working days or do the 30 days start when you contact them for a refund or when the receive the machine back. You may find time isn't up yet.

I never got as far as getting the machine! Three and a half weeks after they originally promised to deliver it I gave up hope of that!

From what I can seer the Distance Selling Regulations don't make any reference to working days vs normal days but maybe the transfer has been made and it will appear in my bank account after the bank holiday... though from what I've experienced with Mesh so far I don't hold out much hope!

I'm no expert though, hence the post!

What happens normally after a company fails to comply with the Distance Selling Regulations? Which organisation enforces the regulations? Are there penalties for not complying?

VikkiB

savemoney wrote: »

If you paid by Visa debt you can invoke a visa chargeback from your bank

http://whatconsumer.co.uk/visa-debit-chargeback/

Thanks for this info savemoney, I will contact my bank tomorrow first thing and get this process under way.

I'd still like to escalate this and register a formal complaint as they have breached the Distance Selling Regulations so any help with that will be gratefully received!

visidigi

VikkiB wrote: »

From what I can seer the Distance Selling Regulations don't make any reference to working days vs normal days ...

They do, its Monday to Friday and does not include bank holidays.

terry99

I recently had a similar experience with Mesh.

Fortunately, I had paid by credit card and within 2 weeks of raising a query with Barclaycard, they had refunded my money in full back to my account.

I understand from the Mesh sales line (which surprise surprise is always answered quickly), that the company will not process a refund until you resupply! their accounts dept with your card number by telephone (0870 0468 332). I tried this on numerous occasions but was always cut off at some stage during the call.

As long as you have Mesh's email confirming that your order is cancelled, then your card provider should be able to initiate a chargeback against Mesh's account.

For anyone else in this situation, in my opinion, I wouldn't waste time and money chasing Mesh: just go to your card provider after the refund time scale has passed and request chargeback. (But you do need Mesh's 'confirmation of cancellation' email to prove that they have agreed cancellation.)

Trinitrotoluene

I am getting tired of people giving bad advice on this forum!

What can you do? Probably nothing except pray and learn the lesson you missed at school: Never, Never, NEVER, pay by debit card

Wrong. If you have no idea what you are talking about please don't bother posting.

OP, I think as you have been previously advised that a Visa Debit chargeback is the way to go here. I also echo sentiments that I have heard nothing but complains about Mesh. Remember to google companies you buy from in future

frags27

Here is my experience of Mesh worst company I have ever had to deal with.
Ordered PC 25 April 2011, even with bank holidays was told 14 working days to get it to my house. Money debited day of order £525, 14 day period went. I managed to get through to Customer Support about 2 weeks ago who said my PC should be with me within 3 days, I phoned twice and was told this. However I had no email to say of a dispatch date and was told I would get an email 24 hours before dispatch, and yep you guessed it I have been chasing Mesh for the past 10 days and its worst now getting hold of them then 2 weeks ago. Every day for the last 8 working days I have been on hold for 25 minutes and give up, it does not matter what time of day it is. All I wanted to know was has my PC been built yet, where is my order and when will it be delivered.

I got emails unanswered to Customer Support, called Sales dept who couldn’t care less, I asked was it built yes or no nobody will tell me.
The order on the webpage hasn’t been updated since the day I placed the order 25th April, no emails, no calls. I’ve left about 5 messages asking people to call me back nobody did or even tried. I’ve sent 10 + emails to Sales and Customer Support, I’ve spent 25 mins for the last 2 weeks on the phone trying to sort out and only people I can speak to are Sales who cannot do anything and actually yes hung up twice on me when I said I wanted to speak to the most senior person.

However I did find out through the online chat what is happening as I said I was a new customer interested in placing an order, I gave them the make and spec the same as my order and asked how long would it take to order. Guess what they told me, 4-6 weeks because the motherboard is out of stock. So there you have it, that is the reason why I cannot get any sense from them. I have to lie to be a new customer about to place an order for 50 PC’s to get the truth from them.

Then I thought right I would cancel my order as I am not waiting over 2 months when told it would take 14 days. Called Sales who said I couldn’t cancel over the phone, could I send a fax. A fax what land do they live in, I am a home user I don’t have a fax machine. Then ok send us an email, and we will send you an automatic reply 1 hour later. So yes you guessed it I sent them an email and no as I thought no automatic reply. I sent another mail the same day still no reply. The following day 2 more emails and still they haven’t cancelled. So I called Sales again, this time they said they would cancel it immediately and yes I did receive the email (infact I received 2 one saying thank you for placing an order (I don’t think so) and 2nd saying it has been cancelled. However no mention of when I get my money refunded the email said and here it is :-
“Notice of Cancellation of order – xxxxxxxx
Following the receipt of your cancellation request we confirm that this order has now been cancelled.
We would be more than happy to discuss with you how we may reverse the cancellation and as such, would ask you to contact our sales team by email or telephone, quoting the above order number. Our advisors are available from 9am – 6pm Monday to Friday on 0844 736 0440. Alternatively, don’t hesitate to email us at [EMAIL="sales@meshcomputers.com"]sales@meshcomputers.com[/EMAIL].”

So no mention of when I get my money refunded. I have by the way said I would be delighted to have a chat with them and given my mobile for about the 10th time have they called have they hell. I have sent 3 emails back over the last day to ask when will I get a refund still no reply. I have called the main number they couldn’t help, put me through to a number and after 25 mins of waiting on an expensive line I gave up once again. its a joke.

Last Friday I have called my Credit Card company and I am going to put in a claim form to let my Bank chase them for goods failed to be delivered after 30 days with no delivery date given at any point. I am also sending a letter to Trading Standards and Ofcom, Watchdog and anyone else I can think of to tell as many people as possible what a company Mesh is. They take your money and fail to tell you what is happening with your order. THey are using your money in their bank to get the interest that is why they are taking so long to pay it back and why you cannot get a refund. They should be shutdown as what they are doing is fraud.

Plus the number you dial is a premier number I’ve had to call at work as my phone bill would be over £40 I reckon infact I will probably have to own up at work and pay some of it.
The whole company should be shutdown, I hate to think what happens if you have a problem with your PC in terms of getting it fixed. No wonder you get a 2 year warranty. Stay well clear everyone in the world don’t make the same mistake you will regret it.

frags27

Following my earlier post just had a conversation with Mesh on their website to get money back I have to contact my Bank they have gone under. This is what they said:-

Jo: unfortunately as of yesterday MESH Computers Ltd fell into receivership yesterday and due to this reason you will need to contact your card issuers to get the refund back