Willowbrook Chairs - Complaint

bobthewarrior

On Friday my mother, 79, was visited by Willowbrook Chairs after a phone call saying someone had recommended her (they hadn't). I was there and when the guy quoted over £5000 to start, then applied a 20% discount, then a 10% discount, and came out with a figure of £3000+ I told mum not to sign, but to have a really good think about the amount of money.

The sales guy immediately said "mum will have been thinking about this a long time, won't you mum?"

I said I was there to protect my mum's interests, but he spoke to Mum as though I was stupid. There was nothing I could say to stop her signing as he was supporting her being independent (which she most certainly is not!).

She realised later how stupid she had been and asked me to cancel the order for her. I emailed them straight away, and also sent in the cancellation form but after ringing her credit card company the money was already being processed.

Today I called to make sure they would not take the money out but it seems I have to speak to the Regional Manager to "see where to go from here".

Why? I have told them it is being cancelled, they agree it is being cancelled, so why do I have to wait a week now to speak to a regional manager? Disgusting!!

What a nasty company to deal with, it is obvious the salesman was geared up for sweet-talking old people out of money they just dont have.

Any advice anyone? Thanks
Bob

Horseunderwater

Contact the credit card company and tell them what has happened as the company should not cold call and force these things on venerable old people ever. Could your Mum give you a limited power of attorney to deal with this for her? Oh and the reason that someone is not available is for this very thing they get your money and try to keep it as long as possible. Cannot remember if you have 7 days or 14 days to cancel and resolve for this type, but someone else should know more. I also assume that there is a cancellation clause in the small print of the paperwork, read that thoroughly and if it seems unfair it probably is.
Good luck.

bod1467

I can't remember the exact legislation but there is a cooling off period (at least 7 days) for contracts signed in a persons property. Even if the company TnCs say it is non-cancelable they are wrong - statutory rights take precedence.

bobthewarrior

Hi,

The contract said she could cancel within 7 days, which we seem to have managed ok. However, the payment appears not to be being stopped until we have spoken to the Regional Manager, and this is part of what I am questioning, why do we need to speak to another person when the cancellation is OK?

I spoke to the credit card company on Saturday morning, they confirmed that the payment is pending and that only the company can stop it but they did give me the phone number for the dispute team. However, we can't contact them until the payment has been completed.

The girl was adamant I couldn't speak to anyone more senior, saying it was "down to the Regional Manager" to inform me about the money being returned.

crazy!

arcon5

Payment would have been processed straight away and can take a few days to clear on your account. Only certain level workers will infact have access to void or refund payments -- and it also needs to be accounted for so may infact be approved by a worker at a certain level and then actioned by another working in another department.

The legislation is The Cancellation of Contracts made in a Consumer’s Home or Place of Work etc. Regulations 2008.

The_Pedant

I would say that they are entitled to process the payment, and that the cancellation & refund can be deemed to be a separate action.
Unlike the distance selling regulations, I do not believe there is any stated timescale for a refund in the Cancellation of Contracts legislation.

I think your best bet may be to make it clear that you have cancelled and that you expect a refund to the account within say 14 days.
In the meantime you may be able to get the card issuer to place the transaction in dispute (after what sounds like a high pressure sale) & they may be willing to suspend any interest etc until the refund is received.

On a side note, is your mother's phone number registered with the Telephone Preference Service (TPS)? In theory that should have barred them from being able to call your mother & any sales call received could have been reported.