The Norfolk hamper company thread

Sagz_2

Update fromthe Norfolk Trading Standards FB page:

The Norfolk Hamper Company Limited – update 31.12.2012

It is our understanding that the business is in the process of contacting all those customers with outstanding orders. We have been advised that the business will offer a full refund a...lthough if the customer requests they can alternatively arrange delivery of the hamper. We have not been given a precise time scale but this process is likely to take some days.

Not withstanding the above information, in order for officers to investigate this matter thoroughly it is important that consumers report their complaints to the Citizens Advice Consumer Helpline on 08454 04 05 06 or via the online reporting form- https://ssl.datamotion.com/form.aspx?co=3438&frm=citacomplainform&to=flare.fromforms

They can also give advice on steps you can take should the business not provide you with a refund or the hamper.

So it looks like NTS are still gathering infomation, please take the time to fill in the form and lets make sure no one else falls victim to the NHC.

deb

Hi everyone - did not get to update you all last night but my paypal refund was confirmed just after 9pm - it was for 2 separate transactions and paypal are refunding in full due to teh fact that the seller has not responded (sounds familiar!!) The date for them to respond by was 30th Dec so when I had not heard anything by yesterday afternoon I rang them - they confirmed that if the seller does not respond then it automatically settles in favour of the buyer and that the email confirming this would be sent out shortly after 9pm on the day after the sellers deadline to respond. Sure enough they were spot on and the money has been put back on to my Mastercard. Paypal team were lovely on teh phone and very efficient (unlike somebody we all know!!!)

angel13 - I know I was in the same position as you and I am so pleased we have got our refunds. What are you doing about the hampers you received after you had cancelled your order? I have already emailed Neil telling him to collect at his own expense but as usual he has not responded. Would just like to be rid of them to be honest!! Xx

3Dogs

I am after some advice please on putting in PayPal claim. When it asks for URL of item ordered, what did you put there as the item is no longer on NHCO site? Transaction number only links to amount paid for something, not what the item was. If I give them link to my order in my account in NHCO they will not be able to see it without my log in

Many thanks. I received 4hampers sent out on 24th, attempted delivery 27th and delivered with neighbours signature on 28th, as I was away for Christmas/New Year. I had requested delivery by 21st as I would be away from 22nd. I had asked for 2Christmas hampers, one Just Add Cheese, and one Chilli, but received 2 Just Add Cheese with cellophane ripped, 1 Galaxy with reduced contents, and one small Christmas. All in trays except Galaxy

Good to see some refunds going through :j

room512

I have decided to cancel my claim with paypal and have the rest of my hampers. I have no time issues - they can come whenever. I am happy with what I have received so far and hope the rest of my hampers are equally as nice.

angel13

deb wrote: »

Hi everyone - did not get to update you all last night but my paypal refund was confirmed just after 9pm - it was for 2 separate transactions and paypal are refunding in full due to teh fact that the seller has not responded (sounds familiar!!) The date for them to respond by was 30th Dec so when I had not heard anything by yesterday afternoon I rang them - they confirmed that if the seller does not respond then it automatically settles in favour of the buyer and that the email confirming this would be sent out shortly after 9pm on the day after the sellers deadline to respond. Sure enough they were spot on and the money has been put back on to my Mastercard. Paypal team were lovely on teh phone and very efficient (unlike somebody we all know!!!)

angel13 - I know I was in the same position as you and I am so pleased we have got our refunds. What are you doing about the hampers you received after you had cancelled your order? I have already emailed Neil telling him to collect at his own expense but as usual he has not responded. Would just like to be rid of them to be honest!! Xx

I had already emailed them complaining that hampers (and incorrect ones at that) had been sent after I had cancelled and did not arrive with me for christmas so I obviously do not want them and I want a full refund. I have never had a reponse and Paypal have done the refund not the company so as they have not told me they will be collected I presume they will not be and I will be giving them away to charity. IF they had had the companys details on them I would have been removing that first to make sure the company did not get any positiveness from me having to go through all of this hassle and then giving away hampers that I had really wanted. can anyone tell me if there is a set amount of time I should keep them for before I give away?

angel13

room512 wrote: »

I have decided to cancel my claim with paypal and have the rest of my hampers. I have no time issues - they can come whenever. I am happy with what I have received so far and hope the rest of my hampers are equally as nice.

So what if you never receive any more of your order? I would have been thrilled if my hampers had arrived when promised and been correct as I was really looking forward to my OH getting a special hamper I had chosen each month.

room512

angel13 wrote: »

So what if you never receive any more of your order? I would have been thrilled if my hampers had arrived when promised and been correct as I was really looking forward to my OH getting a special hamper I had chosen each month.

Then it will have been an expensive lesson to learn. But to be honest, previous Christmas' I've had items not turn up with much larger companies or not as described with no apology or just cancelled and I would rather receive the hampers as the money has already gone. He messed up (and knows that) but to receive all the vitriol from this forum must be very distressing. I know that lots of people have been upset and let down but even so, some of the comments are just nasty and I feel sorry for him. This is just my opinion and as stated previously I have no connection with the company. I live and work in the West Midlands. I want to give the company a chance and so am doing so.

lizannecas

angel13 wrote: »

I had already emailed them complaining that hampers (and incorrect ones at that) had been sent after I had cancelled and did not arrive with me for christmas so I obviously do not want them and I want a full refund. I have never had a reponse and Paypal have done the refund not the company so as they have not told me they will be collected I presume they will not be and I will be giving them away to charity. IF they had had the companys details on them I would have been removing that first to make sure the company did not get any positiveness from me having to go through all of this hassle and then giving away hampers that I had really wanted. can anyone tell me if there is a set amount of time I should keep them for before I give away?

I would suggest you check this out before you give them away. The time you have to keep them could be as long as 6 months but you should probably check the DSR to be sure.

Middlestitch

angel13 wrote: »

I had already emailed them complaining that hampers (and incorrect ones at that) had been sent after I had cancelled and did not arrive with me for christmas so I obviously do not want them and I want a full refund. I have never had a reponse and Paypal have done the refund not the company so as they have not told me they will be collected I presume they will not be and I will be giving them away to charity. IF they had had the companys details on them I would have been removing that first to make sure the company did not get any positiveness from me having to go through all of this hassle and then giving away hampers that I had really wanted. can anyone tell me if there is a set amount of time I should keep them for before I give away?

Not quite that simple! Can depend on what the contract says...

See http://www.oft.gov.uk/business-advice/treating-customers-fairly/dshome/dsrexplained/;jsessionid=9A5E3EDDE591C753B077D6124EFD7905 and scroll down to/expand the section headed 'Your customers' rights on refunds and returning goods'.

MysteryMe

room512 wrote: »

Then it will have been an expensive lesson to learn. But to be honest, previous Christmas' I've had items not turn up with much larger companies or not as described with no apology or just cancelled and I would rather receive the hampers as the money has already gone. He messed up (and knows that) but to receive all the vitriol from this forum must be very distressing. I know that lots of people have been upset and let down but even so, some of the comments are just nasty and I feel sorry for him. This is just my opinion and as stated previously I have no connection with the company. I live and work in the West Midlands. I want to give the company a chance and so am doing so.

The best way for a businesses to avoid "nasty" comments is to conduct itself in a business like manner.