PlayTrade purchase problem on Play.com and the FairPlay guarantee

H.E._Pennypacker

Hi,

I'm wondering if someone might have advice for me with a problem with an order made with one of play.com's playtrade sellers. I ordered an item in October, but despite the order status showing as "dispatched", never received it. I've e-mailed the seller about six or seven times, sometimes receiving no reply, and sometimes they reply saying that they'll look into it. That's all I've ever heard back from them. I finally decided that the issue isn't going to be resolved like this, so I phoned play.com to ask for a refund under their FairPlay guarantee. But they told me that they wouldn't accept my claim because it was more than 30 days after the item was marked as dispatched. I have two problems with this. Firstly, the 30-day rule is not mentioned in their own terms and conditions regarding FairPlay, so I had no way of knowing this. Secondly, surely it is in everyone's interest that buyers and sellers are given plenty of time to try to resolve issues before involving play.com. Therefore the 30-day rule seems counterproductive. Has anyone else been in the same situation, or does anyone have thoughts on how to proceed? We're only talking about £30, but it's the principle that's irritating me here...

Apolly

I'm having a similar problem - Factory Refurb Direct is a playseller - but they are, from what I've been told, basically play.com selling all the returns that they get.

I ordered products from them in the middle of November - the delivery company were useless - didn't turn up/follow instructions etc.

I complained and was told it was outwith their control. Numerous complaints later and I've had to contact Jersey Trading standards.

The final email I received from Factory Refurb Direct was :

"If you remove your feedback, and we have the the products back our feedback will be removed and you will recieve a full Refund." - This would suggest that the feedback section isn't an accurate reflection of how good they are. If you do check it out, you'll also notice that many positive responses come from the same buyer(sometimes 20 in a row) - I'll leave you to make you own mind up here.

Basically if I didn't remove negetive feedback I wouldn't get my refund.

Trading Standards have been helpful, I was told I would get refund last Friday, 3-5 working days, will leave it till tomorrow to chase again.

If you need contact details, let me know, I'll be happy to forward these to you.

unholyangel

Hmmm would that be considered a 3rd party payment? If you paid by card, you could try contacting your bank/card issuer and see if they can help.

Alternatively, you could try play.com again. Perhaps taking a screen shot of their guarantee. I only had a quick look on the site but couldnt find anywhere any mention of 30 days.