Where's my refund... since June...?

evherkes

Hi,

Hoping someone can give me advice on this as this has been an issue for me since June now, I'll give a brief synopses...

June- Ordered TV on buy now pay later, arrived with a crack in the screen and within an hour of delivery I notified them, I was on A/L so home all day for over a week and a half they admit they messed up as their system was down.
July- requested a new TV as a replacement and told that old one would be collected, couriers refused as they did not know about the damaged TV. Numerous calls to arrange as I was off with an injury but to no avail.
Aug & Sept- £20 of calls to try and arrange to get the broken TV taken away on each occasion explaining that 8-6 Mon-Fri is of no use to me as I'm at work. CS said that they understand and agree it is not fair for me to have to take unpaid leave to be home for collection of faulty TV.
Oct- Letter sent, apology received with £20 reimbursement for calls & £30 as apology. Calls from courier company... refusing to do a collection outside of 8-6 Mon-Fri
Nov- TV is still showing on my account

I cannot go on housing this TV! It is huge and I have been told not to leave it on the drive as if it is taken I will be held accountable and have to pay. I have no more leave until April and I don't want this sitting on my account until then.... if they even accept to take it then.

Please can someone help, I've really had enough of this now- all I'm asking is that they collect it at a more convenient time for me seen as this is not even my fault.

Thank you,

Emily x

unholyangel

Is there not perhaps a neighbour, friend or family member that can perhaps sit in and wait on them?

evherkes

I'm new to the area so I don't know anyone and my neighbours house is empty, which is also the case friends and family as there aren't any local to me. My mum is off over xmas but I don't know whether they will collect over xmas.
I just feel this has gone on long enough now!

evherkes

As this is on a credit account with Very do I have any rights under that?

Credit is provided, subject to status, by Shop Direct Finance Company Limited. Registered office: Aintree Innovation Centre, Park Lane, Netherton, Bootle. L30 1SL. Goods/services provided by Shop Direct Home Shopping Limited. Registered office: First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB.

unholyangel

evherkes wrote: »

I'm new to the area so I don't know anyone and my neighbours house is empty, which is also the case friends and family as there aren't any local to me. My mum is off over xmas but I don't know whether they will collect over xmas.
I just feel this has gone on long enough now!

Write them a letter. Its basically abandoned goods. And the procedure says this:

You can’t keep, sell or get rid of the goods until you have sent two written notices to the owner, if you are able to trace them. The notices can be sent separately or together.

They must be delivered personally or posted to the owner. If you choose to send the notices together, you must send them by registered post or special delivery.

The first notice must include:

a statement that the owner is responsible for collecting the goods
details of what the goods are and where they are kept
the name and address of the person who has them
what money, if any is owed for the goods. This would apply if your goods are in a shop and the trader has carried out repairs to them that you need to pay for.
The second notice is also called a notice to sell, and must include:

a statement that you intend to sell or get rid of the goods if they are not collected by a given date
details of the goods and where they are kept
your name and address
what money, if any, is owed for the goods

evherkes

But surely I would still owe them as it is still showing on my credit account that I have with them so regardless they would expect me to pay off the full amount for this faulty tv? I was looking at sect 75 as it is a credit account?

Fire_Fox

Write to the again, you only appear to have written one letter. List dates and times of all contacts so far.

unholyangel

evherkes wrote: »

But surely I would still owe them as it is still showing on my credit account that I have with them so regardless they would expect me to pay off the full amount for this faulty tv? I was looking at sect 75 as it is a credit account?

Tbh i'd put that in with my letter (where it says any fee's owed - technically the "fee" owed is the refund).

But yes the finance company are jointly liable if theres a direct relationship between the credit company and the retailer and if the item was over £100 (being a big tv, i'm assuming it is?).

When is the amount due by? Before you incur fees/need to pay it?

evherkes

It's over £1,500 that is owe and due in May 2013.
Yes they are both Shop Direct but one is Shop Direct Finance and the other is Shop Direct Home Shopping.
So would the company need to clear the fees on my account, I have spent many an hour on the phone, even tried e-mail and twitter, CS even accept that I have been reasonable.
I'm happy to send another "notice" letter along with the original but I don't want to be stung for the full outstanding amount with interest (from June 2012) eek!

evherkes

Hi,

Does anyone have advice regarding the financial side of things to my problem?
Just as an update I called and e-mailed them on 22/11/12 and although promised a response, I've still yet to hear anything.

Thanks,

Emily

arcon5

#5 should get their attention.

Or return it to them at your expense and ask them to reimburse you.