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Refund owed but seller ignoring messages
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gorillazfan
Posts: 4 Newbie
Hi, first time forum writer here!
I'm looking for some advice about a recent transaction that my girlfriend made with a company that sells through Facebook.
She was looking to buy a new non-folding, non-adjustable walking stick, (basically just a solid walking stick), from a company called Glam Sticks who sell on Facebook.
She paid £24.95 up front for a plain black walking stick, and continued contact through Facebook with the seller to confirm that this was what she would get. The seller then said that what she would be getting was an adjustable walking stick that had been modified so that it wouldn't adjust anymore. My girlfriend had made it clear that she didn't want one like that as adjustable and folding sticks make a loud clicking noise when she walks.
The seller sent a message asking whether she would still like to go ahead with the order, to which my girlfriend replied that she would just leave it at this point, as she it wasn't the kind of stick she was looking for.
It was at this point that the seller said that they had already arranged for collection of the stick by a courier and that they would be charged a cancellation fee and so could not process a full refund. They refunded my girlfriend just under £19 and said that was a goodwill gesture that they didn't actually have to do. Surely the fact that they arranged the postage prematurely means that the cancellation fee should come out of their own pocket and not my girlfriend's?
The seller then started to become quite abrupt in the messages, (which we have a full record of), and was adamant that no mistake had been made on their part.
We have been in touch with Citizens Advice Consumer Service who have said that she should be entitled to a full refund and should put it in writing to the company in the form of a letter. The company, (Glam Sticks), does not have their registered address on their website, and are now not responding to messages from my girlfriend requesting the address.
Can anyone offer any advice for what we should do next in this situation? Thank you in advance!
I'm looking for some advice about a recent transaction that my girlfriend made with a company that sells through Facebook.
She was looking to buy a new non-folding, non-adjustable walking stick, (basically just a solid walking stick), from a company called Glam Sticks who sell on Facebook.
She paid £24.95 up front for a plain black walking stick, and continued contact through Facebook with the seller to confirm that this was what she would get. The seller then said that what she would be getting was an adjustable walking stick that had been modified so that it wouldn't adjust anymore. My girlfriend had made it clear that she didn't want one like that as adjustable and folding sticks make a loud clicking noise when she walks.
The seller sent a message asking whether she would still like to go ahead with the order, to which my girlfriend replied that she would just leave it at this point, as she it wasn't the kind of stick she was looking for.
It was at this point that the seller said that they had already arranged for collection of the stick by a courier and that they would be charged a cancellation fee and so could not process a full refund. They refunded my girlfriend just under £19 and said that was a goodwill gesture that they didn't actually have to do. Surely the fact that they arranged the postage prematurely means that the cancellation fee should come out of their own pocket and not my girlfriend's?
The seller then started to become quite abrupt in the messages, (which we have a full record of), and was adamant that no mistake had been made on their part.
We have been in touch with Citizens Advice Consumer Service who have said that she should be entitled to a full refund and should put it in writing to the company in the form of a letter. The company, (Glam Sticks), does not have their registered address on their website, and are now not responding to messages from my girlfriend requesting the address.
Can anyone offer any advice for what we should do next in this situation? Thank you in advance!
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Comments
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is this them https://www.facebook.com/GlamSticks/info
if so they also have http://glamsticks.co.uk but have no contact details on their website which in the UK they must display a physical address.
http://whois.domaintools.com/glamsticks.co.uk gives an residential address0 -
That's them, yeah. Thanks for posting that.
Do you reckon that'll be the address that the company operates from?0 -
How did you pay? Sounds like it should be covered under DSRsOne important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
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It was paid through Paypal.
Will it still be covered?0 -
Yup. Use the Paypal dispute facility. State the item wasn't as advertised. They should refund youOne important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
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gorillazfan wrote: »It was paid through Paypal.
Will it still be covered?
In that case just open an INR claim (item not received)I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.0 -
Or that. Soolin is the expert on eBay and paypal issues
One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0 -
Thanks, will give that a try!0
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