Visa dispute help please

KizzyWine

Hi
Using my nationwide visa debit card, I bought an expensive bottle of wine from a website as a 30th birthday gift. A bottle arrived but unfortunately it was not the one we had ordered. I contacted the website who apologised for the error and said they'd post the correct one along with a returns label. To cut a long story short, this correct one has never arrived and the birthday has passed. I have asked the website for a refund which they have (twice) said they have processed but I still haven't received anything back into my account. I have raised this as a visa dispute and given them all the information and email correspondence but I am now being told that I need to return the incorrect bottle. I haven't done this as yet as I do not have an address to return it to. Nationwide visa disputes tell me that without evidence that the wine has been posted back and declined I cannot proceed with my claim.

Is this correct? What if I'd never received any bottle. As it is I still haven't got what I bought and paid for, can someone advise me please?

The website is still trading and no longer answering my emails

Thanks
Kizzy

Voyager2002

I take it that the Return label never arrived either...

Have a good look at the website to see if it gives a postal address somewhere... Perhaps even telephone them. Otherwise post a brief request in the Techie forum on this site, since people there know how to find the physical address to which a website is registered.

tomtontom

What is the name of the website?

Cyberman60

Try quoting to Nationwide that you should be entitled to cover under section 75 Consumer Credit Act 1974.

shortcrust

Cyberman60 wrote: »

Try quoting to Nationwide that you should be entitled to cover under section 75 Consumer Credit Act 1974.

They paid with a debit card.

KizzyWine

Thanks everyone

The website is wine memories.co.uk

The return label never arrived, the address on the website has changed from Edinburgh to Manchester and the telephone number has changed. The first number I called I got a voice message saying the number was out do service, now it's an 0843 number that will cost me a fortune to call!

I'm so fed up with it all

KizzyWine

Is my visa debit card still protected in the same way as a visa credit card?

shortcrust

Here's their address. Easy to find on the website:

83 Ducie Street
Manchester
M1 2JQ

Just post it back tomorrow and you can then get things moving.

KizzyWine wrote: »

Is my visa debit card still protected in the same way as a visa credit card?

No, unfortunately not.

jonesMUFCforever

Ask Nationwide to do a chargeback for non receipt of goods.
If no returns label turns up you will be out of pocket after paying return postage so make sure you claim this back.

Voyager2002

shortcrust wrote: »

Here's their address. Easy to find on the website:

83 Ducie Street
Manchester
M1 2JQ

Just post it back tomorrow and you can then get things moving.

Don't forget to send it 'signed for' and pay for the postage with your card. Then add the cost of the return postage to the amount you are claiming back via Nationwide.

KizzyWine

I've just googled maps the address and it looks like a factory/warehouse.

I'll call them tomorrow and see if I can get through and tell them I'm posting the wrong bottle back and see where it goes from there.

Just curious, does anyone know how visa disputes would deal with this if I'd never received anything?