Play.com and the lost item....

tasha247

Hi all

Merry Christmas!

Advice, please- we have had a long running returns issue with play.com.
Bought a ride on tractor in June for sons birthday. Within two weeks it broke down. Had it replaced. Second tractor broke down too!
Arranged own courier to return (13/10/11). Receipt of tractor acknowledged by email and some cost of courier paid back (£1.40).
But now Play.com have said that they have no record of tractor being returned.
Numerous emails and one long, frustrating phone call later, nothing. They claim to be looking and we are still waiting.
VERY frustrating. Absolutely no admission of error on their part. We have supplied tracking details, copies of email transcripts etc.
How do I proceed?
Best wishes
Tasha

somethingcorporate

Do you know it has been delivered?have you supplied proof of that to play? this is the first thing I would start with.

tasha247

We have supplied the tracking numbers and have the online log as supplied to us by City Link. All delivered according to them.
Plus, Play.com paid us £1.40 towards courier costs which imo is an admission of goods received by play.

somethingcorporate

I wouldn't have thought so, the payment could be made at any time so not sure what that has to do with the timing of the delivery (and Play would probably argue the same unless they have said otherwise).

Can I ask what you are waiting for - are you expecting a new tractor or are you waiting for them to issue a refund?

tasha247

Awaiting a full refund for faulty tractor but how much longer do I bounce between emails (which take them approx 3 days to reply to).

Tried phoning for first time today, ended up in call centre. when asked to speak to supervisor they but me on hold for 13mins. I gave up.
Have all city link evidence of 'signed for'. Brick wall and head scenario atm.

somethingcorporate

In that case I would suggest a Letter Before Action giving them 14 days to refund and then issue a small claim but I have a feeling Play are based in Jersey and hence the UK Small Claims route is not open to you.

Perhaps someone with a bit more experience in dealing with play will be along shortly.

Keep everything in writing, as you have found out using the phone can be ineffectual once it has reached this stage.

bod1467

Pay by credit card? http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

Pay by Visa/Mastercard debit card? http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

somethingcorporate

bod1467 wrote: »

Pay by credit card? http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

Pay by Visa/Mastercard debit card? http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

Outsmarted again! :cool:

This is exactly the thing to do. I was obviously up way too late last night.

squeaky

Hi tasha

You posted the same post in three different threads. You only need one - so the others have been removed.

Good luck with your query.

tasha247

Thanks for the info squeaky.

The purchase, made with Amex, was only £75 ish, and so not sure if the section 75 rule could be applied, as such.

I have all the info but they do not seem to want to take it. Is there a postal address where i can send all of the print outs to??

unholyangel

tasha247 wrote: »

We have supplied the tracking numbers and have the online log as supplied to us by City Link. All delivered according to them.
Plus, Play.com paid us £1.40 towards courier costs which imo is an admission of goods received by play.

They pay back £1.40 as standard.

What they don't tell you is that if you specifically request it, they will reimburse you in full (at least for royal mail recorded delivery - worth asking though). While play.com is governed by the laws of the Island of Jersey......I believe they do have DSR's (and possibly SoGA) equal to our own in the UK.