Rakuten (play.com) -possible problems.

ste1234

Just a warning - (mods if not in right place feel free to move).


Bought a USB stick of gameseek, an online shop which uses the Rakuten platform (which owns play.com). Item hasn't arrived and gameseek not replying to emails. So I contacted Rakuten direct who were no help.

What is perhaps important if you're buying something big off Rakuten's site is that they don't take responsibility for things sold on their website by other traders. Amazon do and ebay (via paypal) do. If you have a problem they will sort it.

Just a warning if you were going to buy a big item via Rakuten's site but from another trader - they say they are not responsible.

Copy of email I received.

"I am sorry to hear that the order is not yet with you. As the order was placed with one of our merchants Gameseek, you will have to contact them directly to discuss the matter further.
Unfortunatly Gameseek have suspended their account with us for the time being, to get up to date with their orders. I can supply you with the merchants phone number for you to contact them on."

They know I have contacted gameseek already as I specifically stated this in the email (which they can see on their system) just buck passing I think.


Has anyone else had similar?

pmduk

I've not used play since I had problems with a transaction on their late, unlamented playtrade site.

daytona0

should be easily resolved if you give GameSeek a quick call...


http://www.play.com/stores/gameseek

ste1234

I will try and speak to gameseek on Monday. Perhaps their phone skills are better than their email skills.

They are still trading on the Play platform but not Rakuten's, strange they are allowed to do that.

Miró

I"m also having a problem with Rakuten. I purchased an item from "Molly"s Mixtures" via Rakuten. It appears to have been lost by Royal Mail, (got a "You were out" card from then and tried to arrange a redelivery but now RM can"t find the parcel). I contacted Rakuten who declined any responsibility and told me to take it up with Molly"s Mixtures. They have declined responsibility and told me to take it up with RM. Under the old distance selling regs i was under the impression it was up to the seller to refund or replace in these circumstances. Does this still apply and who is the actual contract with in this case...Rakuten or MM's?

Any advice much appreciated.

ste1234 hope you have resolved your problem!

daytona0

Mir! wrote: »

I"m also having a problem with Rakuten. I purchased an item from "Molly"s Mixtures" via Rakuten. It appears to have been lost by Royal Mail, (got a "You were out" card from then and tried to arrange a redelivery but now RM can"t find the parcel). I contacted Rakuten who declined any responsibility and told me to take it up with Molly"s Mixtures. They have declined responsibility and told me to take it up with RM. Under the old distance selling regs i was under the impression it was up to the seller to refund or replace in these circumstances. Does this still apply and who is the actual contract with in this case...Rakuten or MM's?

Any advice much appreciated.

ste1234 hope you have resolved your problem!

These guys operate as an online platform like amazon right?

Well basically the Royal Mail have been negligent and it wouldn't be either play.com or this molly's mixtures company who were ultimately responsible for that going missing (but not really responsible for dealing with you). You'd need to contact the people who posted out the item, explain that RM have lost it and ask them to put in a lost item claim becuase the posting contract is between the person who posts the item and the courier. Therefore the person posting the item is responsible for the item getting to you. I would hope that play would help if you didn't get a response from their seller.

ThumbRemote

The consumer contracts regulations, section 43 states:

(1) A sales contract is to be treated as including the following provisions as terms. (2) The goods remain at the trader’s risk until they come into the physical possession of—
(a)the consumer, or
(b)a person identified by the consumer to take possession of the goods.

Therefore the goods remain the responsibility of Molly's Mixtures until they are delivered to you.

Miró

Many thanks daytonaO and ThumbRemote....you have confirmed what I suspected and I will feel more confident now in pursuing this matter.


(The missing item was chocolate.....hope the sorting office enjoyed them!;))