Dispute with Large Retailer

SteveSu

Hi,

Any advice welcome.

I am currently having a major dispute with a large retailer. Basically they tried to charge me for items they claim to have delivered but never received by me. The fact they the bags were not sealed properly which could not guarantee the integrity of the delivery chain did not seem to be a material fact to them!

After a botched and one-sided security investigation by them they concluded that they had posted the items to me and claimed that this was their final decision (a decision made by their security manager!). After much dispute and me pointing out how flawed their security investigation was and that they missed the most elementary of points they changed their minds and stated that i would not have pay but they closed my account because 'they could not guarantee a decent level of customer service'.

The whole process caused me much anguish and pain and cost me about three days lost earnings in dealing with the issues. I requested that the retailer provide a gesture of goodwill as a recompense for the lost earning but they just ignored my letters and emails. I wrote to the CEO of the company several times who just ignored my emails / letters. In the end i got fed up and stated in my last email to the CEO that i would now refer the matter to the media and social media sites and let the british public judge what sort of organisation they were, the poor customer service, the botched and biased security investigation and how writing to their CEO is of no use as he just he will never respond as customer service is second to profit. This promptly was met with a response from their legal Dept that if i said anything defamatory that they would take me to court!

My question is, as i have done nothing wrong and have been inconvenienced and left out of pocket by the whole incident is the retailer obliged to pay for my leaving me out of pocket? Are there any sites that i can post my story to highlight the extremely poor customer service and bullying tactics of the retailer and the attitude of the CEO?

I doubt i am the first victim of their bullying tactics and would like to highlight my case so that others are not stung like me.

Any advice welcome.

Regards

SteveSu

unholyangel

How did you order the items? Online? At a shop for delivery?

Have you tried contacting trading standards or consumer direct?

malkie76

How have you been left out of pocket if you didn't have to pay ? The lost earnings argument won't hold water with anyone.
I'm guessing the CEO has better things to do than address customer service issues.

So, the story is that they sent you items in bad packaging and some items are missing ? You haven't been asked to pay for them, so I'm failing to see the issue.

Oliver14

Ah the famous I want compensation because they caused distress to my hamster argument.

bod1467

http://www.moneysavingexpert.com/shopping/delivery-rights

That article may or may not have some useful relevance pertaining to claiming for lost pay.

SteveSu

Unholyangel - Items were ordered online.

SteveSu

Malkie76 - I was left out of pocket because i have had to take time of work to deal with these issues. As a self employed individual i can only charge for hours i actually work. When i am stuck on hour long conversations with an 'investigator' or waiting to get through the Customer Service Dep, this is time i cannot charge for to my client.

SteveSu

Oliver14 - I am not seeking compenation for distress but for actual loss of earnings whilst dealing with the whole incident.

Hintza

The company have decided they don't want you as a customer so they are hardly going to offer you goodwill.

The only way you might get something is by taking them to court (more lost earnings) but even then I very much doubt it.

wealdroam

How can the great British public vote with their feet when you haven't given us the name of these evil people?

By the way, if you say anything defamatory, you will only end up in court if what you say is untrue.
So you need have no fear there.

dreamypuma

SteveSu wrote: »

The whole process caused me much anguish and pain and cost me about three days lost earnings in dealing with the issues.

SteveSu wrote: »

Malkie76 - I was left out of pocket because i have had to take time of work to deal with these issues......... When i am stuck on hour long conversations with an 'investigator' or waiting to get through the Customer Service Dep, this is time i cannot charge for to my client.

Three days????!! How did you lose three days earnings????!!! What did you buy?