Refund Rights

noakest

Good afternoon,

I ordered a pizza from Pizza GoGo via the Internet paid for on my credit card, but managed to order it to my ex girlfriends house. I managed to get in contact with the local store and cancel the order and re-ordered at a different store to my house.

While canceling the pizza I was told that I would have to speak to Head Office in order to get a refund so I thought that was fine. So I made contact with Head Office 4 weeks ago and got asked to email their customer support, then no reply. Long story short them seem rather incompetient with service. Looking at their terms and conditions they in a situation of refund, they expect payment to be there in a maximum of 10 days, it's now been 22.

Although that this is only a small amount of cash, I think the principle still stands in that fact that they shouldn't be profiting from this, nor should their service be so appalling.

I've spoken to my credit card company and they have said that they don't want anything to do with it.
Now the best idea I've had is to write a letter and send it recorded delivery to their Head Office and state everything and ask for payment in a set deadline, but should they fail to do that I can't think of the next step. Need a little help in that respect........any ideas?



Many thanks in advance.

Techhead_2

Can we clarify, you ordered a pizza to the wrong address. By the time you got through to them they had started making the order and so couldn't/wouldn't refund straight away.

You contacted 'head office' and are waiting on a refund. Its been 4 weeks since your email to them and you have had no reply.

If that's correct, then you should contact again - it may be that they didn't receive the email. I wouldn't demand anything as it was your mistake. Simply ask them for a refund, perhaps less any costs they incurred in starting the order?

Put this in writing, by post, sent recorded delivery.

T_T_2

Can't really add anything more to what Techhead has already said. Ultimately it was your mistake, honest as it may have been. Nevertheless if they didn't proceed to deliver a pizza to your girlfriends house then they didn't fulful their part of the contract either.

I think a politely written letter detailing what you would view as an amicable resolution would be the best bet, even if that involves compromising a little bit. Would you be prepared to accept credit against a future order? If so, then let them know this as it would present a fair solution for all concerned.

nomoneytoday

Couldn't they redirect the pizza to your house?

shaun_from_Africa

Couldn't they redirect the pizza to your house?

No.
Most online fast food orders are dealt with at the location nearest to the delivery address, so the place that would have taken the 1st order may not have been able to deliver to the changed address.

I managed to get in contact with the local store and cancel the order and re-ordered at a different store to my house.

noakest

In timeline order,

(Saturday) They hadn't started to make the pizza. I was actually able to get in contact with the local shop before the order had gone through to the shop.

(Monday) I contacted head office spoke to the receptionist and they had told me that I needed to talk to customer service in order to issue a refund. So that is when I emailed them with all the information that they needed.

No reply for two weeks.

(Monday, Two weeks later) I contacted the receptionist again that took my number and told me that she would pass it on to customer service and they would ring me back.

(Wednesday) No contact yet again, I contact the receptionist again and she says that someone will be in contact soon.

(Friday) No contact yet, so I ring the receptionist again tell her the situation and she is rather surprised that no one had contacted me by email or phone. She gives me a phone number in order to get in contact with "Customer Service" (fishy part), the number is 0783 32 2 2746. Which I even had my colleague confirm that I hadn't taken it down wrong, but if you look closely it is a mobile number which only goes to voicemail. I also reply to my original email simply stating that it has now been 18 days etc.


I have been rather polite about it, although I'm not happy with the situation, I'm not ranting and raving. And in all honest I particularly wouldn't want to use Pizza GoGo in the future, the pizza wasn't even good !

Dave101t

this is why you should always double check, then check again, all delivery addresses. no refund deserved here.

noakest

Okay fair point, but surely if that is the case all surely deserve contact from them and reasoning?


And in all honesty before I ordered I changed my card details and what I thought to be the delivery details, but after confirming the order it popped up and stated the delivery address. I changed the billing address back to what it said supposedly.