Help!! I'm getting conned left, right and centre by Aria

kmkmkm

Sorry about this, but I'm not sure what to do? I ordered the dell 20" widescreen monitor last week, but decided a few minutes later to cancel due to reports about it being refurbished. I got through on the phone 20 minutes after placing the order, but the guy 'claimed' it had been sent out, and couldn't cancel it. He told me I had to pay the £11.50 postage, and that I should not sign for the delivery and I would get a full refund. I done so, and now I've just got an email of them saying they will refund my money minus 10% admin fee. This has now cost me over £46 and I've got nothing???? Help. What did I do wrong? I tried to cancel straight away. Any advice would be most welcomed. Thanks.

redfox

I'm going to move this to the Vent Board as hopefully you will get some help over there.

kmkmkm

ok, cheers

clay

Is it worth contacting your credit card company & seeing if they can help you @ all.

kmkmkm

I'll give it a go. Surely they can't charge 10%, especially when I have the email telling me I will get a full refund.

Debt_Free_Chick

I'm pretty sure this has cropped up before somewhere on the Boards and the answer was that the admin fee is clearly printed online in the T&Cs.

Strictly speaking, you didn't cancel the order, as such - you have returned an item. If it were faulty, you would be entitled to a full refund. If it isn't faulty, then you are not entitled in law to a refund, so Dell are "being generous" by refunding anything at all.

Sorry, but I doubt you'll succeed in this - but before you do anything else, check the T&Cs of the order.

TheChillPill

This is my legal understanding - but take it only for what it is - I'm not a lawyer!

As you rejected the delivery, the contract cannot be deemed as fulfilled and therefore as you have not received the goods, you cannot be charged for them. As I understand it, admin fee's (most often called 'restocking fees') are there for instances where the customer takes delivery, decides its not really what they wanted and therefore returns an opened but perfect product.

I would send a letter, by recorded delivery (not email), to customer services stressing the following points;

1) That you called within 20 minutes of placing the order
2) That you were told to reject the delivery, but at no time were informed you would be charged for 'admin'

If they still don't back down, as for documentary evidence to show that your order was out of their hands by the time you called - i.e a despatch note from their courier showing collection time.

Having dealt with Aria and spent a fair amount with them, they are quite reasonable so it could be a one-off.

You can also make comments on the product page - so might be worth writing something *polite* on there. If nothing else, they are likely to back down to save face.

Let us know how you get on anyway

TheChillPill

Couple of posts while I was writing mine there, but just a quick comment regarding what 'Debt_Free_Chick' wrote - he didn't *return* the item, he *rejected* it - that is a very different issue in this context.

kmkmkm

I'm pretty sure there is a 7 day internet order law that states you can get a full refund through internet orders if you return the item within 7 days. It's not Dell that are the problem, it's Aria.

kmkmkm

Thanks for the input, I will take your advice ChillPill

Debt_Free_Chick

kmkmkm wrote:

I'll give it a go. Surely they can't charge 10%, especially when I have the email telling me I will get a full refund.

If that's the case then my previous message may not apply, so yes challenge them.

Sorry - I thought you'd bought direct from Dell.

Note to self - read the subject line!