At wits end.. can anyone help get my £'s back?

daffynspacegirl

I visited a site https://www.e2save.com (a sister company of Carphone Warehouse) on 20th February and placed an order for a mobile phone and paid online. All sounds simple so far, six days later no dispatch email so I phoned them (0845 of course). I was told that they didn’t have any phones left in stock and didn’t know when they would get more in. So I cancelled the order there and then and decided to purchase the phone elsewhere. Exactly the same deal was available from The Link, so placed the order with them.

Around 5th or 6th March the phone turned up from the Link, however, later in the day another delivery turned up… from e2save. This is where the fun begins, I called e2save to inform them of this error, as soon as the phone was answered I was asked, “which phone did I want to purchase”. After stating I had a delivery by mistake, I was told to hold as they transferred me to the right department. 10 mins later the phone line went dead. I called straight back. As soon as I said, “phone return” … I got dial tone. This behaviour was consistent; I’d call, always having to be put through to someone else then he or she would hang up. I have no idea how many times I have called them or the amount of time I’ve spent on the phone. I finally got to talk to someone who told me to expect a call within 48hrs with a reference number to send back with the phone. Surprisingly no phone call came.

At my wits end I called Carphone Warehouse. Who were very pleasant and helpful, the lady I was explaining this mess to told me that I had an account and she could see that the phone was cancelled and that a few times logs had been made to prove what I was saying. She explained that as it was a sister company she could do nothing but agreed that e2save was acting very unprofessionally and put me through to e2save’s customer services. Success I spoke to someone. “I’ll put you on hold whilst I get my supervisor”… dial tone… again!

I left it for a couple of days as I was ready to bite e2saves head off and it was hard trying to keep my cool. Once again I endeavoured to get my money back. Called again and spoke to an understanding chap who agreed that I was being mistreated and told me he’d get it sorted and could see that an internal email had been sent to a superior explaining the situation. “Someone will definitely call within 48hrs”, I left my mobile number as I was told they could just text me a reference number for a return. This was the week before the Easter weekend and I’ve yet to hear anything.

Can anyone help? I don’t know what I can do now, should I contact a bailiff company and try to resolve matters heavy handed, threaten legal action or try and track down there place of operations and camp outside until someone sorts this out?

I’m giving up hope of getting my money back and I’m sure that they have made just as much money off me on their 0845 number.

dmg24

As you are getting no joy on the phone, I would send them a letter (by Recorded Delivery) setting out exactly what you expect to happen, and a timeframe in which you expect the matter to be resolved.

At the same time, I would email them, advising that you have sent the letter, but also that you have attached a copy of it, for their immediate attention.

I wouldn't threaten legal action as such, but politely put something along the lines of 'If I do not receive a satisfactory response within the timeframe outlines, I shall have no option but to refer the matter to the Small Claims Court'.

Let us know how you get on x

daffynspacegirl

Hi, I've looked through the paperwork sent with the phone, it gives an address in Wednesbury but it looks like that is Carphone Warehouse's. I shall try what you suggest though, thank you for your helpful response.

dmg24

Think that is the address for cashback claims.

Just checked their terms and conditions, and it says (in very very small print):

You may address any complaints in writing to: e2save Customer Services, 3R House, Belton Road West Extension, Belton Road Trading
Estate, Loughborough LE11 5XH.

Good luck! x

daffynspacegirl

Brilliant, brilliant, brilliant you must be an true eagle-eyed money saver. Thank you.