No Refund

grantthechelseaboy

Hi I hope someone can help.

I paid for some bathroom gear online from a web sales company (approx £900) but needed to cancel the order the next day. (12th December). I was told that was fine and the money would be refunded.

About three weeks laters I phoned as I had not yet had the money credited to the card. I was told that they had 30 days under the distance selling legislation to refund the money. The legislation does say a max of 30 days but should refund the money asap. So I thought OK, they are a bit cheeky but the law is the law and left it.

I phoned mid January when I still hadn't had the money to be told that I should have had it and that they would request the money be sorted straight away. :(

I called yesterday (still not had the money) to be told I will talk to a manager and call you back definately before 5pm. No Call. :mad:

My question is "Who do I report the company to for not complying with the law they quoted me?"

If anyone knows, I would be very grateful to you for the information.

pmduk

Ask your card company to undertake a chargeback,

grantthechelseaboy

Thanks for the reply.

I did do that a week ago and they said I would need to fill out forms they would send me in the post. Not had the forms yet either!

Just phoned Citizens Advice who informed me I needed to write a letter stating I expect a refund in seven days otherwise they are in breach of contract. I will need to send this recorded delivery.

Incidentally I phoned the company again. It turns out I just spoke with the sales manager who didn't call me back yesterday who promised me a call back within the hour???

somethingcorporate

Trading standards at a guess.

I wouldn't waste your time on this yet though, your priority should be on getting your money returned.

How did you pay? If by CC/Visa get onto your bank and get a charge back going. Also, name and shame the company. No point in writing to the company to demand the money either if your bank are going to return it so get your money back and then make a complaint to TS.

pmduk

Get back to your bank. They've been notified of the problem, tell them the clock is ticking.

dalesrider

Credit or Debit card ?

Only chargeback avaiable here is non reciept of refund and that requires proof of the company refunding.
Amount, card no (last 4 good enough) and DATE ACTIONED. They then have 15 days from this date to action refund. If not then a chargeback is avaiable.

Without that in writting. It is going to be a lot harder.

There is a precompliance option, but that will require you to provide proof that it is refundable (DSR is not proof) and that the retailer has intended to refund. Again need something in writing.