Embroidered Image.co.uk Issue

dodge08

Hey guys, not 100% sure this is in the right location but I'm hoping you can help me!

I ordered a fairly substantial amount of personalised uniform for my business (self employed) from EmbroideredImage.co.uk totalling over £70 and paid for it with a debit card.

This was on 11th May, even now, over two weeks from the order date the order is shown as 'Awaiting Dispatch' (who would've thought that dispatching part was the hard bit) and still is shown as this. Ive called them - no answer, left messages, no reply. Ive used their email form and still no answer.

I looked up the website when this issue occurred (the website seemed very legit before, near top on google for 'Embroidered Uniform' and since checking up a couple of others seem to have had the same problem.

Is there anything more I can do to force supply of the goods or a refund? Would I have any luck with getting the money back through the bank? I know I didnt use a credit card but is there any other way?

Appreciate your help! Thanks

wealdroam

This sounds like a business to business transaction, and as such you may not have the same protection that a consumer may have.

You could perhaps investigate your bank's debit card chargeback scheme, but I don't know whether that covers business deals.
Read MSE's article on the subject.

dodge08

Yeah it is technically a business to business however I hadnt used a business account (but my own personal account) so essentially, other than face value - taking into account that the items appear to be uniform, theres nothing definitively setting it as a business transaction!

jaymmz

Hi dodge08,
I am in exactly the same boat as you. I have been waiting 14 weeks (!!!!!) now for 2 polo shirts from Embroidered Image. I got a couple of emails from them in the first few weeks saying some nonsence about the logo's I sent not uploading, (which was funny considering they then emailed me my logo artwork!) but since then I have had no word from them and their phone is always engaged.
This week I resorted to sending a letter recorded delivery, which they did sign for, asking for the goods or a refund (I have already sent this request via email) but I am sad to say they are still yet to refund me.
It makes me really angry that this company conducts it's business like this. In my own opinion they are no better than criminals.
I guess they are hoping that this problem will just go away.
It wont!

dodge08

Hey jaymmz,

It's ridiculous, its all well and good people who know the ins and outs of business, law and double checking everything on a forum such as this one but in business you dont always have the time, even in personal transactions, the website looks the part - decent aesthetic design, all the right resources, documentation, legalities, a fairly complex ordering and product catalogue system, a successful uploading system and full templates and sizing info etc etc. And that's coming from a website designer!

Yet on further inspection they have us caught out because (assuming that) we cant get a refund or anything you'd think there was protection under consumer laws for this sorta stuff... but no one seems to know anything!

I emailed them again, demanding, he sent me a poor grammar reply which suggested they had a big order (if it worth so much, get more staff in?) and that my order had now been prioritised, I told him I no longer wanted it and to refund me and he said - its going to be dispatched soon! And wont give anymore, and has since stopped replying! I'd love to goto the address, knock on the door and make myself heard without hiding behind a phone or computer!!

wealdroam

dodge08 wrote: »

Yet on further inspection they have us caught out because (assuming that) we cant get a refund or anything you'd think there was protection under consumer laws for this sorta stuff... but no one seems to know anything!

Have you read anything on this website about 'consumer laws'?

Why not read MSE's Consumer Rights article?

Also MSE's How to Complain article will help.

Did you read that chargeback article I mentioned earlier?

If you don't have the time to do that perhaps you need to pay someone, a solicitor perhaps, to do the research for you.

bris

OP it doesn't matter how you paid your transaction was still B2B, so for you consumers law doesn't apply. This doesn't mean you don't have any rights, you still have contract law on your side and they have broke the contract.
Trading standards, may be interested if they have had enough complaints about them, they may investigate. This will not get you your money back, but may provide some justice.

The only hope you have of getting your money back is to find out as much about them as you can including the owner, whether they are ltd or not and of course if they are UK based or not, and to see if there is any assets you can chase.
You would need to start a small claims action against either the owner or ltd co, and when you win send in the baillifs and hope there is something for them to take.
As a business it's now down to you to get your goods or money back, no one is going to do it for you.

jeanettewhittaker

Hi there

We are just about to fill in the forms and take these people to court. We purchased something 6 weeks ago - no communication at all - so we've done the time of the essence bit under the sales of goods and if they have not refunded by the 20th, then we'll serve the papers - will let you know how we get on. Please keep us posted too. We do have our own business but this was a personal purchase, but will be keen to hear how you get on

smartyhands

Hi, same problem. I ordered 2 gilets with embroidered logo in April. Since they took payment, no contact, no reply to emails or phone messages. I called Blackpool Trading Standards, but they will only help if you are a Blackpool resident. This is a useful loophole for internet businesses and should surely be closed? I send a recorded delivery letter requesting refund but no reply. Like many customers, I have better things to do with my time than chase further. £40 down the drain. Maybe there should be a campaign to alter Trading Standards remit for e-businesses?

paulofessex

smartyhands wrote: »

Hi, same problem. I ordered 2 gilets with embroidered logo in April. Since they took payment, no contact, no reply to emails or phone messages. I called Blackpool Trading Standards, but they will only help if you are a Blackpool resident. This is a useful loophole for internet businesses and should surely be closed? I send a recorded delivery letter requesting refund but no reply. Like many customers, I have better things to do with my time than chase further. £40 down the drain. Maybe there should be a campaign to alter Trading Standards remit for e-businesses?

I feel you may have been mis-informed as it is my understanding that you need to contact the TS within the area of the business/seller etc as they are the ones that should deal with it. If you rang you local TS they will rightly refer you to the Blackpool TS.

Don't give up, perhaps ring your local TS for advice on this one

Also are you aware that this company is also trading as https://www.blackpool-logos.com

arcon5

Some of the posters here may benefit from the 'chargeback' system. If successful it would certainly be a lot less painful than the county court route.