2 months on and I would like a refund. advice please.

llkit

Hi,

Bought a bolero from berketex brides in Leeds.it's now two months on and it's still not arrived. I just want my money back now.

What are my rights to a refund? I paid the full amount not a deposit.

Bizarrely all the wedding stuff ordered from China arrived in 3 weeks!

Have tried trading standards but cannot access an online version of the leaflet and don't want to call an 08 number.

Thanks in advance for helpful replies.

hollydays

Do they have a shop- have you spoken

McKneff

If you go to Saynoto0870 you could possibly get an alternative generic number.

derrick

llkit wrote: »

Hi,

Bought a bolero from berketex brides in Leeds.it's now two months on and it's still not arrived. I just want my money back now.

What are my rights to a refund? I paid the full amount not a deposit.

Bizarrely all the wedding stuff ordered from China arrived in 3 weeks!

Have tried trading standards but cannot access an online version of the leaflet and don't want to call an 08 number.

Thanks in advance for helpful replies.

Don't know why you are using an 08 number as their phone number for Leeds is a Leeds one, 0113 246 7800

A far as I can see, all of their stores offer an 01 number.

This number, 01476 593311 appears to be their head office as it comes up when you click on "contact us".

.

llkit

Hi,

I have called twice now and been fobbed off. The 08 number is trading standards.

Basically I need info on my rights so when I visit the shop next weekend I am prepared.

I have found some info regarding reasonable expectations of service, and it seems to me two months for a delivery of a non tailored item is unreasonable. However it would be great to find out off anyone's used that with success or has any other helpful info for my face to face visit next weekend.

I have a feeling they'll try and say anytime up to four weeks before the wedding is reasonable, which strikes me as bizarre for an off the peg item! And they keep saying they'll Chase it as it should be on it's way (like it's a taxi!).

How that's clarified what I am asking for.Thanks

McKneff

Just go into the shop, tell them you are very disappointed with the service, you want to cancel the order and have a refund.

Do it all nicely, they may just react accordingly

llkit

Of course I will be reasonable and polite. Have been so far. However it helps to be prepared with knowledge of statutory rights, particularly as judging by the'service' so far the customer is far from a priority.

Thanks for everyone's time replying, however can any future replies please be on statutory right info? Regards.

unholyangel

Did you order in store or online? How did you pay for it (cash/cheque/card)? Was anything agreed/specified at time of ordering with regards to delivery timescale?

Have you had a read of MSE's "time is of the essence" article? You can find it here:
http://www.moneysavingexpert.com/shopping/delivery-rights#time

Pollycat

From Berketex Brides website:

Delivery Information

When you check out you will be presented with 2 delivery options:
All items in stock will be dispatched on the (UK) working day following your order. Any item not in stock we will advise you within 72 UK working hours of an anticipated delivery date.

1. Collect from store. Please enter the store you would like to collect from in the order information. Our store will contact you when the item(s) are ready for collection. There is no charge for this facility.

2. Weight based delivery. This is a signed for service and you will be charged based on the total weight of your order not for individual items.

Did you ask for the item to be delivered or were you going to pick it up instore?

Was the item in stock when you ordered?

If not, what was the 'anticipated delivery date' (see #2 above) they gave you?

2 months seems an awful long time, why have you only rung twice? I'd have probably given them a couple of days after the 'anticipated delivery date' and then contacted them at least twice a week.

Their website has a 'contact us' section and you can email them.
Have you done this and if not, why not?
I think emails tend to get more attention than phone calls.

I don't like to worry you but if you go to their website and search for 'bolero' under 'Accessories', it says "Sorry no results found".

Maybe they don't do that item any more.

llkit

Quick update. I called their head office after checking complaints boards about berketex. I gently pointed out my stat right to receive a reasonable service, and as the delivery is a service they were effectively being unreasonable, que a positive response! It still took another 4 weeks but I now have the item and it matches my dress, so have settled for that.

I find it appalling it took so much drama, the actual wedding dress from China was a hassle free surprise! The wedding dress industry is an overpriced con and I would encourage anyine to buy abroad, 10th of the price and way better service.

arcon5

There are benefits to buying in the uk - your statutory rights for starters. If the Chinese dress had had issues then you'd most likely be out of pocket returning it etc.

There are many horror stories of people losing money ordering from china.