Faulty item returned, proof of delivery, but merchant no longer responding

dgtazzman

Hi,

I just wanted some help to know how to proceed further with this. I bought a video card from an online retailer (UK LTD company) in May. The card was randomly crashing and after some research I found it to be a known issue with a certain component on the card.

I contacted the merchant and they agreed to take it back/replace it (I referenced them the information I had found on the fault as I suspected it would be hard to confirm in a workshop as it occurred randomly).

I sent the video card back, signed for. Royal Mail has it being signed for on the 31st of May. 2 weeks later the order status still says they are waiting for the card to be returned. Multiple emails have been sent, without answer and their phone just goes straight to answering machine.

I fear at this point I am not going to get a replacement card or a refund, what's worse is I stupidly paid by bank transfer as I thought the company was trustworthy (numerous positive feedback experiences on a number of sites I checked), which means I can not make a claim via the bank or credit card company.

I would like to pursue this issue, even if it's just out of principle, but wonder what would be the correct way to do this. Would this be a small claims court issue, or would it fall under another consumer watchdog organisation?

Valli

Normally I would suggest you write to them heading your letter LETTER BEFORE ACTION requesting a refund within a specified timescale and then, if they fail to comply, escalating to Small Claims (google Money Claim Online). Retain proof of delivery by RM, BTW, just in case you need it later. keep a copy of any correspondence and a record of any phone calls. How much was the video card?

But I am wary of suggesting it with this company; they are already ignoring you, also they 'persuaded' you to pay by a method which means you cannot claim a refund from the bank.

By all means send the Letter Before Action

BUT

before you lay out any more money do some research; see if they already have any CCJs against them.

You are at liberty to name the company on here, I believe - and who knows what information doing so might throw up?

I suggest you don't use bank transfer for online purchases in the future.

dgtazzman

The company is Totally Digital Ltd (https://www.totallydigitalonline.co.uk), found some more nasty reviews of them now. I've filled in the CAB form that they will evaluate and forward on to trading standards if they think there's a case or tell me my other options. The card was GBP 166, not a huge amount, but still.

The original order itself went through very smoothly to be fair, it's just now one item has turned out defective, they seem to have vanished suddenly.

Seems they have refunded other disgruntled customers after some pressure has been put on them, so I can only hope I don't have to go all the way and take it to court.

Valli

http://www.companiesintheuk.co.uk/ltd/totally-digital


mmm


total capital £1
accounts overdue

This might be one of those cases where you're sending 'good money after bad'.

I might send the Letter Before Action. Don't know if I would actually go as far as court.

PZH

dgtazzman wrote: »

The company is Totally Digital Ltd ...

Interesting that the contact info given on the page of the link you provided lists the following...

Totally Digital Ltd.
51 Worcester Road
Bromsgrove
Worcestershire
B61 7DN


Which is exactly the same as PJB Accountancy...

http://www.pjbaccountancy.co.uk/contact/

As can be seen on GoogleMaps

wealdroam

PZH wrote: »

Interesting that the contact info given on the page of the link you provided lists the following...

Totally Digital Ltd.
51 Worcester Road
...

It is exceedingly common for a smaller company's registered address (not their contact info) to be that of their accountant.

Did you also notice on the same page it says:

(228 companies also use this postcode)

dgtazzman

Ah well, if the CAB thing goes nowhere, I'm just going to have to face the fact the money has gone in the wind. Doesn't look like a CCJ would get me very far with this outfit.

PZH

dgtazzman wrote: »

Ah well, if the CAB thing goes nowhere, I'm just going to have to face the fact the money has gone in the wind. Doesn't look like a CCJ would get me very far with this outfit.

Just out of interest, what was the return address for the GFX Card?

Personally, I'd be ringing the accountants office to see what info I could pry out of them regard Totally Digital.

dgtazzman

It's on their website, left bottom...