The Norfolk hamper company thread

frugal_shopper_2

Slightly different article on the Norfolk council website which states that when trading standards visited they claimed to only have 60 outstanding orders.

http://www.norfolk.gov.uk/news/NCC116392

Norfolk County Council Trading Standards seeks assurances from Norfolk hamper company following public complaints

21 December 2012
Following public complaints about the alleged failures of a Norfolk hamper company to fulfil customer orders, Norfolk County Council Trading Standards Officers have today visited the premises of the company to seek reassurances.
Consumers have complained that The Norfolk Hamper Company Ltd, based in Caister on Sea, has not been responding to phone calls and e-mails about orders that have yet to arrive.
Having visited the company, Officers have been reassured by the company that, whilst they can’t guarantee it, they are working hard to and ensure all existing orders are delivered by December 24.
The company say that they have closed the shop and are not currently responding to calls or emails as they are concentrating on fulfilling around 60 outstanding orders.
The company also says it has a courier working Saturday, Sunday and Monday.
The company has reassured Officers that once they have processed the remaining orders that they will deal with complaints about missing or substituted items, undelivered orders and will process refunds.
David Collinson, Assistant Director for Public Protection at Norfolk County Council, said:
“On behalf of the public, we have today sought reassurances from The Norfolk Hamper Company Ltd.
“The alleged failure to respond to emails and phone calls regarding items which have been ordered but not yet received has quite understandably caused concern for some people.
“The company has assured us that they are working hard to ensure that as many people as possible receive what they have ordered before Christmas.
“For those that do not receive their order, or if their order contains missing or poorly substituted items, then the company have assured us that they will provide refunds.
“By making residents aware of this matter, people can consider whether they need to make an alternative arrangement ahead of Christmas.
Norfolk County Council Trading Standards will continue to work with the Norfolk Hamper Company to resolve issues that some customers have experienced.”
If customers have ordered goods that are not dispatched to them, or if they receive a delivery but it contains missing or poorly substituted items, complaints can be made via the Citizens Advice Consumer Helpline on 08454 04 05 06 or via the on-line form at www.citizensadvice.org.uk
Customers are also advised to write to the Norfolk Hamper Company with details of their complaint - making sure they provide details of their order and payment.
If customers paid for a single item that cost over £100, the credit card company is legally liable for any claim against Norfolk Hamper Company.
In this instance customers can also address their complaint to their credit card company.
If customers paid via a money transfer service, (e.g. PayPal), they can raise a formal dispute with them. However customers should be aware that there may be time restrictions on their claim so it is advisable to raise their complaint with PayPal as soon as possible.
Consumers’ rights under The Consumer Protection (Distance Selling) Regulations 2000
When consumers buy goods or services from businesses via the internet, in most cases consumers have extra rights that they might not get in the shops - to change their mind and send things back for any reason.
Under The Consumer Protection (Distance Selling) Regulations 2000, consumers have 7 days from delivery to change their mind about goods and send them back even if there’s nothing wrong. Business should refund a consumers money within 30 days if an order is cancelled.
Delivery must be made within a maximum of 30 days, however if the business agrees another timescale with the consumer this must be met otherwise the business may be in breach of contract.
Under The Consumer Protection (Distance Selling) Regulations 2000, a business should explain in the pre-contractual information if there is a possibility that goods could be substituted. A business should meet the cost of a consumer returning any substitute goods if the consumer does not want them.
There is no right to cancel goods that are made to the customer’s own specification. Therefore, products may not be returned if they are genuinely tailor-made products. If they are put together by combining off-the-peg options, then they may be returned.
Your credit card company is jointly liable for breaches of contract such as non-delivery if the cost of any single item is over £100 - if this applies the consumer can also address their complaint to their credit card company. If the consumer has paid through a money transfer service such as Paypal, the consumer could also raise a formal dispute through them.

Toto

Middlestitch wrote: »

If you paid by debit card, you are still within the 120 day period to try the chargeback route if your goods have not arrived as promised. See http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-debit-cards/

This bit is interesting, I might contact my bank anyway on monday because although it was a paypal transaction it might be covered.

PayPal and chargeback

Watch out if you use your credit or debit card to load money into your PayPal account or other similar online accounts, as it is the loading of the money that is considered to be the card transaction.
If the money that you load into your account is then subsequently used to buy goods and services, that transaction is not classed as a card transaction and is unlikely to be covered by chargeback.
If you're making a card purchase through PayPal it's best to empty your PayPal account regularly so there is no credit balance.
That way, when you make a card purchase through PayPal, the same amount will be debited from your bank account or credit card as goes immediately to the seller.
This will make it easier for your bank or credit card provider to match the purchase with the debit.

cathy36

Toto wrote: »

I've done the form, now to write the letter. Thank you.

If I have already contacted Consumer Advice at Norfolk Council and registered my complaint do I need to do a CAB form too as I can't find the form?

Toto

cathy36 wrote: »

If I have already contacted Consumer Advice at Norfolk Council and registered my complaint do I need to do a CAB form too as I can't find the form?

This is the form I have filled in

https://ssl.datamotion.com/form.aspx?co=3438&frm=citacomplainform&to=flare.fromforms

room512

If I escalate a claim with Paypal can i cancel it if my hampers miraculously appear?

cathy36

Toto wrote: »

This is the form I have filled in

https://ssl.datamotion.com/form.aspx?co=3438&frm=citacomplainform&to=flare.fromforms

cheers, done it! Thanks:D

soolin

room512 wrote: »

If I escalate a claim with Paypal can i cancel it if my hampers miraculously appear?

Yes you can. A claim for Item not received will take approx 10 days to complete anyway, so the company will have plenty of time to get the hampers to you.

However, if you get them do not close the case until you check them. If you need to dispute the contents then you will need to change the dispute to an INR

arthursleep

Not one person received a hamper or a reply email on here today ! Looks like he just as happy to lie to trading standards as he is to us !

littlegreenalien

I get the feeling he has stopped packing and sending them out. Probably decided its now not worth the hassle.
Guess I can say goodbye to my hampers. Tell you one thing though if he thinks he has got out of this easily he has another think coming. I will use everything in my power to get whats due to me. Also small claims shouldn't cost anything.
I will be calling Norfolk Trading Standards on Monday to tell them about the latest in the saga!!

room512

Well I've escalated a claim on Paypal. Really upset as I was willing to give the company a chance. Unless it arrives tomorrow (which isn't going to happen) one of the hampers will be too late. It isn't so much the money as the fact that I actually wanted the hampers! If they could send me a definite date for receiving them then I would be happy. My other concern is that they will go under due to the sheer volume of refunds and so no way would I receive the other hampers during the year. If i just wait and see what happens I could lose my money. Well I'll now see what happens and if anything does turn up and when!