Secret delivery charge of £10!!!

dotchas

Result!!!!
Just got this e-mail,now just have to wait on the cheque

Hi,

Thankyou for your email, can i first tart by apologising for the situation that has occured. We did have problems with our online system, but at no point should you have been charged the £10 without your consent. As a result we will be sending out a cheque for £10 to you today. Could you please confirm whome to make it payable to and also the address you would like it sent to.

Once again please accept my apologies for the situation that has arisen.

Kind Regards,

Optimist

Good for you. I'm assuming you paid by credit card/debit card so not sure why they cant just refund to that. However I would suggest not deleting that mail which admits their fault until you get the money.

dotchas

Yep!
I have saved that one!
I am not sure why they don't put it on my card either.
I sent the e-mail to 2 addresses ,the sales e-mail from the website and one I found in the T&Cs .It was the second one which replied,just wonder if it is a parent company or something as it was a completely different reaction than I got to my phone call.
Just have to wait now...fingers crossed.
Will still contact trading Standards I think!

Froglet

Well done! I often find that if you have a problem after ordering over the internet it is better to email than phone.Proof of what has been said(or rather,written!) can then be kept.I had problems getting a refund after an agreement in a conversation by phone but after 3 emails i think they got fed up with me and caved in!

Did you keep the clock after all?

dotchas

RESULT:beer: :beer: :beer: :j :j :j

Cheque arrived today ....less than 24 hrs,lets hope it doesn't bounce!!!!

It certainly seems e-mail /written is best.

I am glad I kept at it as I was aware not having the confirmation e-mail weakened my case but I never told them that!!!!

I did keep the clock as it is good value at £19.99,they are selling at £24.99 on e-bay!!!! I didn't tell them that either hehehe!
I hope Oh likes his clock

Thanks for all advice/support,

Dot