one4all gift card troubles!

foximus.prime

My partners mum ordered a one4all gift card online for us for christmas which never arrived. She contacted one4all who said this had happened to lots of people and the card would most likely have to be re-issued (which may incur a small fee), so they would look into it and call her back. After a few days she hadn't heard anything so she called them again. They told her not only had the card been sent out, it had been spent in Blackpool (where we live) so it couldn't be re-issued. However, this is not simply a case of the card being wrongly posted by the post man. She enquired further and it turns out it was sent out to a different addess, which one4all are insisting is the address she gave when she ordered. I just don't see they think it is possible for her to have looked in her address book, then type a completely different address which just so happens to not only be an actual street name in Blackpool, but also is a street that is local to us! She doesn't know anyone else in Blackpool, nor does she know the names of any streets nearby. Apparently the address is local to us (she won't tell us the actual address in case her son goes round there!) and the postcode they were given by her isn't a valid one. As far as one4all are concerned they have sent the card to the address given, it's been spent, end of story.
All she has as proof is the order confirmation email but it just says 'thank you for purchasing' etc, it does not show recipients address or any other details.

:huh: Is there anything we can do about this? Any advice is greatly appreciated!!

Valli

The person who needs to raise the claim is your partner's mum, given that she was the purchaser.

For how much was the card?

By what method did she pay?

Did she, by any chance, screenshot the order as it was input before hitting 'send'?

Do they not send these out by recorded delivery or some other trackable means?

foximus.prime

Hi Valli
It was a £50 giftcard paid for using her bank card. As far as I know she didn't screenshot the order (a handy tip for future purchases, thanks!) and yes they have tracked it but to this mystery address that they insist she supplied to them!

Savvy_Sue

Just wondering, did she have to (or choose to) set up an account, as you say she ordered online? If so, would there not be a record of the address she used if she logs in again?

foximus.prime

I've just been on the one4all website to see what the payment process is, so I went through the motions as if I were buying a giftcard to find out. Their payments are processed by Paypal so you can either pay using your Paypal account or as a Paypal guest.
I logged into my Paypal account to investigate further. When the delivery address comes up it automatically shows the address your Paypal is registered to with the option to add an address. I clicked 'add' then you type the address in manually, not like those clever ones that checks your details and finds it automatically using your house number and postcode.
With that in mind it is entirely possible to make small mistakes, but it's a bit far-fetched to say that she mis-typed a non-existant postcode along with a completely random street name (and number I think!), which just so happens to be a valid Blackpool address that is in the nearby area!

Valli

Then I would suggest she (not you) writes to the company and complains politely but firmly that the card was not delivered to the address it was ordered for and that they have 14 days to fulfill the order (ie card to right address) or she will escalate her claim.

Head it Letter Before Action

as follows:

Dear One4All company

LETTER BEFORE ACTION

On (date) I ordered a £50 Gift Card to be delivered to (name/address). (Include order number if available.)

The card was not delivered to the requested recipient; despite telephone calls to you on (date) the Gift Card has not yet been received by the addressee.

Should the gift card not be received by (date - about 14 WORKING days hence) I will escalate my claim to Small Claims Court when I will also be requesting that the cost of the action is borne by yourselves.

Yours faithfully

(name)

SAVE A COPY
SEND IT RECORDED DELIVERY
SAVE A COPY OF RECORDED DELIVERY RECEIPT

If it goes to small claims (google moneyclaimonline) then claim for the original £50; cost of bringing the action (£25 I think) and cost of telephone calls/letters, backed up by dates of calls and any receipts.

HTH

SCUD

Foximus... What happened with your case?