Order cancellation timescale??

Herongull

Previously they denied getting your phone call cancellation.

Now they are also denying getting your email cancellation as well - despite having replied to your email.:rotfl:

It sounds like the left hand doesn't know what the right hand is doing....

lukerichardson40

It really is unbelievable eh. I replied asking them to explain how they replied to an email they claim they never got. I suspect it is the same person I have been dealing with all along and they just put on different hats saying things like 'accounts department' or 'customer services' but with more spelling mistakes and change their voice on the phone.

mildred1978

lukerichardson40 wrote: »

It really is unbelievable eh. I replied asking them to explain how they replied to an email they claim they never got. I suspect it is the same person I have been dealing with all along and they just put on different hats saying things like 'accounts department' or 'customer services' but with more spelling mistakes and change their voice on the phone.

More than likely.

Your next step is easy - file a claim on MCOL.

Can you get proof that you rang them on the date you say you did? Statement/phone records etc.

Not that I think it's going to get that far.

lukerichardson40

I'm sure I can get my phone records to show when they were called. Doubt it will be required.

lukerichardson40

UPDATE -

If anyone is still interested in this... Trading standards have now got in touch with QS. Pretty much saying they are wrong and they have 1 week to reply to them (email sent on the 11th). The letter they sent should hopefully make them to pay up. I arent confident it will, but we will see.

This is the letter -

"Dear Sirs,

I have been contacted by Mr Richardson of MY ADDRESS with regards to an order placed on 20 July 2012 for a Balterley WC, Balterley basin, toilet seat and a pair of basin taps. These items were ordered at the cost of £569.03.

Mr Richardson received information on 2 August 2012 advising him that the toilet was out of stock due to having been discontinued and as a result he cancelled the order.

Mr Richardson informed me that you accepted cancellation of the order but withheld £121.43. I understand that you have agreed to refund 50% of £121.43 as a result of correspondence between both parties.

From the information provided by Mr Richardson, it would appear that you are in breach of contract under the Sale of Goods Act 1979 as you were unable to provide the goods ordered. As a result Mr Richardson requested the order was cancelled and that he received a full refund. Under the Sale of Goods Act 1979, Mr Richardson is entitled to rescind the contract and be put back in to the position prior to the formation of the contract. This would entitle Mr Richardson to a full refund of £569.03.

Mr Richardson would be within his rights under the Sale of Goods Act 1979 to pursue a claim against you in the County Court, should the matter remain unresolved. It would be within the interests of both parties to resolve this situation amicably without the need for further action.

I would be grateful for your comments on the matter and a reply would be appreciated within 7 days.

Yours faithfully,

OFFICERS NAME

Trading Standards Enforcement/Advice Officer"

Now, to me, this is the officer telling them if you dont pay, and I take them to court, I will win so it is a good idea to pay up.

What do you think?

Perhaps they will take it seriously now

arcon5

What date was TS letter sent?

To be honest, they've passed your deadline so consider now submitting a claim online. Or fill it in but don't submit it and send a screen shot to their email titled '24hours to respond, the clock is ticking' -

lukerichardson40

The TS letter was sent on the 11th. If I havent heard by the 18th I will be submiting the claim online. I want to do all I possibly can before going to court because that really is the last course of action I want to take. If it does come to court then at least they will be able to see I have done everything I possibly can first.

I am quite looking forward to seeing what they have to say.

Perhaps I will just email them saying something like 'You have been contacted by trading standards and I am in the right. When can I expect my refund?' and see what they say.

arcon5

Okay, leaving it until the 18th is a good idea.

I'd still be tempted to take a screen shot of your moneyclaim and email it to them 'I have involved Trading Standards whom have agreed to contact you. Attached is a copy of my county court claim which will be submitted on the 18th if I or them have not reached a satisfactory resolution'.

bod1467

I wouldn't say "I or them" as that suggests they only need to get TS off their backs, not necessarily provide a full refund. But otherwise, yes.

lukerichardson40

Sounds like a good idea guys, thanks again for all your help.

Just wish I did some research before I ordered. It is unusual for me not to look in to a company before I order, but just didnt do it this time. I am making sure I can post on every review site I can find to warn others from using QS supplies. I hope that by trying to rip me off it has cost them an awful lot!