Email exchange with customer service made me cry!

rosysparkle

I certainly won't be using this company, they appear totally unprofessional and I wouldn't put my cc details in on an unsecured page.

ilovemycats

This company is just unbelievable. The response you received is just outright hostile bordering on complete contempt that you've even dared ask.

Just to quote a fact. Until you receive the goods they haven't fulfilled their contract. You can't claim from Royal Mail as you're not RM's customer so there's no contract between you. RM have a contract with BP, and BP have a contract with you. If they wish to use Peckhams Dodgy Deliveries they that's up to them. But the way contract law works, if they haven't supplied the goods then they're in breach of contract. Hence why it's very silly to send things via an untracked method. They're wide open.

How much money OP are we talking about here? How much did you spend? Sorry to be nosey, but I would have plenty of tricks up my sleeve for a company like this. If it was £100's then I'd Small Claim's Court them just for the sheer fun of it.

steveeeee

Depending on what type of SSL certificate (the bit that makes a site secure) and who they get it from, it can cost anywhere between £50 - £500 a year. To install the certificate onto their server would take minutes, and any changes to their site would take a couple of hours tops. For a successful business, that isn't a huge cost.

In any case, they take credit card payments so they will be using a third party payment processor (eg Worldpay). All credit card details will definitely be sent out over the internet to this third party for verification. I haven't had a look on their site, but it sounds like the bit where they send the details to their payment processor is secure, but the bit where you send your details to them is not. Both stages should be secure for maximum, er, security.

Either they're lying about this, or they don't understand it themselves.

Their emails to the OP are disgusting and I can only think that they feel they can get away with such behaviour because the company is so small; perhaps just the two of them as someone suggested. In a larger company with structure there would ultimately be someone at the top you could complain to (team leader, CS manager, MD, board of directors/chairman, etc) but it looks like you might be stuck on this one if it is just those two working together. Apart from slagging them off on various message boards, natch

feesh

ilovemycats wrote: »

Just to quote a fact. Until you receive the goods they haven't fulfilled their contract. You can't claim from Royal Mail as you're not RM's customer so there's no contract between you. RM have a contract with BP, and BP have a contract with you. If they wish to use Peckhams Dodgy Deliveries they that's up to them. But the way contract law works, if they haven't supplied the goods then they're in breach of contract. Hence why it's very silly to send things via an untracked method. They're wide open.

How much money OP are we talking about here? How much did you spend? Sorry to be nosey, but I would have plenty of tricks up my sleeve for a company like this. If it was £100's then I'd Small Claim's Court them just for the sheer fun of it.

Well, in theory they have supposedly refunded me. The whole order was "only" £25.46 although I did receive a couple of the items, so I think only about £13 is due back to me for the ones which never turned up.

However, I just checked my Paypal account and it hasn't gone in there yet. If it doesn't appear I will be going through Paypal's resolution centre.

I did get some real bargains, which is why I persisted with the purchase against my better instincts!

feesh

Thank you to whoever has posted on the discount vouchers website too, much appreciated

furrypolka

I'd advise people to report this to the Trading Standards department local to the company (probably best done via Consumer Direct on 08454 04 05 06, who can pass the complaints on to the relevant department).

Although it's not in breach of enforceable legislation, TS can advise businesses within their area of any concerns.

looby75

it's nice to see that there are still plenty of us out there who refuse to be bullied into submission

mandybear

I do sympathise a lot with the OP about the way that she was treated but it did make me laugh when their defence was to say she had made gramatical mistakes as well - and she hadn't! What fools!

[Deleted User]

I have just been directed to this thread by my wife, and I have to pretty much concur with all that has been said here, especially ShirleyPark's technical assessment of the payment system. I too took a look at the payment details page, and it does in fact appear to be the case that the customer's credit card details are sent in the clear back to the business' host server. This is an absolute no-no, as this information could theoretically be intercepted by anybody with the ability to snoop the network traffic or, indeed, with access to any proxy server(s) that may lie between the customer's Web browser and the company's Web site. It matters not one iota that the payment processing may be secure; that the credit card details are sent in the clear at any stage renders the system non-secure. For this company to call their payment system "secure" is not just a joke; it is dangerous misinformation. I for one would never purchase so much as a glass bead from that site.

looby75

Marvin_the_Martian wrote: »

I have just been directed to this thread by my wife, and I have to pretty much concur with all that has been said here, especially ShirleyPark's technical assessment of the payment system. I too took a look at the payment details page, and it does in fact appear to be the case that the customer's credit card details are sent in the clear back to the business' host server. This is an absolute no-no, as this information could theoretically be intercepted by anybody with the ability to snoop the network traffic or, indeed, with access to any proxy server(s) that may lie between the customer's Web browser and the company's Web site. It matters not one iota that the payment processing may be secure; that the credit card details are sent in the clear at any stage renders the system non-secure. For this company to call their payment system "secure" is not just a joke; it is dangerous misinformation. I for one would never purchase so much as a glass bead from that site.

is there any kind of law or rules about this? It seems very dodgy that they can claim a site to be secure when it's not, is there any governing kind of body to cover online transactions/payments?