company lying and stalling refund!!!

MCMitten

I thought I would just copy the conversation instead of waffling on

MONDAY 9TH

ME--- Hi there, I emailed last week and was told that my furniture had been dispatched by DPD couriers... I still have had no contact from the delivery company. The estimated delivery time for this item states 1-2 days on your site, payment was taken almost immediately and almost 2 weeks later I am still waiting. I cannot chase this up with the courier company directly as I have no tracking number. I was wondering if you could please give me a rough idea of when the bed can arrive or a tracking number so I can speak with the couriers myself.
Many thanks


THEM--- I am very sorry for the delay in your order but i can see that this was dispatched to you on the 5th and the notification was emailed over,

The couriers will be working to get you fully resolved with your delivery as soon as they can,



ME--- I did receive a notification saying that the item was with the courier and I am more than happy to deal with DPD directly to find out a delivery time, but I will require a tracking number in order to do this... Is there any chance you could forward it to me please?



THEM--- I do apologise but they will relay the information through me until the tracking is working,

All being well this will be on its way to you tomorrow and DPD will be texting you to have you fully resolved,

I will let you know if there are any further issues,




ME--- I have just been in contact with DPD couriers... They have no record of this delivery, in fact they have no deliveries scheduled for the ML postcode area what so ever! They checked their records of items picked up from yourselves on Thursday 5th (the day the bed was dispatched) and they didn't receive it then either!
In light of the fact that you have not fulfilled the stated 1-2 days delivery and the courier company have not even received this item for dispatch, I would like to cancel my order and an IMMEDIATE refund given!

TUESDAY 10TH

THEM--- I do apologise for that as I have received an email from the couriers just confirming the need for the collection today,

The system will not show your order until this has been collected by them which will all being well be today,
I shall let you know the moment they have come back to me



ME--- My order will be on your system and once again... I would like it cancelled and a refund issued immediately!



THEM--- Thank you for your email and I will of course have this arranged for you,

I have been advised that as way of an apology we will be able to offer you a partial refund on this due to the delay,

Please let me know if this will be acceptable and how you would like to proceed,



ME--- Thank you for your offer, but I would still like my order cancelled and a full refund of £322 in my account today.



THEM--- Thank you for your email and I am very sorry and can very much appreciate that this has been frustrating,

Could I ask if you have purchased one from elsewhere now?



ME---- I have made alternative arrangements.
When can I expect my refund please?

WEDNESDAY 11TH

THEM--- Thank you for your email and I am very sorry to hear that,

This is due to be dispatched to you today,

Can I ask if you have purchased an alternative now?



ME--- Four times I have requested that my order be cancelled and a refund issued and still you have not acknowledged this! I do not want the bed dispatched today, or any other day, I would like the order cancelled and a full and immediate refund issued! I am well within the 14 days cancelation period and you are not fulfilling my request... I'm sure that I don't need to inform you that this is against the law.
If I have not received confirmation by the end of the day that this has been done, I shall be back in contact with trading standards (whom I sought advice from yesterday) and the matter will be taken further!



THEM--- Thank you for your email and I do apologise and will get that being processed for you now.

I have sent through a request for further information on this and I shall get back to you as soon as I have heard further.



ME--- Sorry, but I've just reread that and I don't quite understand what you need to request further information on???? It is a simple case of canceling the order and refunding the customer their money... Which I would like to know when will be in my account?




THEM--- With this being with the couriers now I need to make sure that it has been cancelled and is not going to be delivered to your home,



ME--- Im sorry but I told you on Monday that I wanted it canceled! I told you yesterday I again wanted it canceled when you said that the couriers wanted to pick it up... And yet AGAIN this morning when you said that it was to be dispatched today!!! I would like to know why on EARTH it has been given to the courier when I clearly stated several times I didn't want it?!?! This is completely unacceptable and I want my money refunded immediately!!!!



THEM--- The trouble we had was with the couriers and they have automatically collected this now and I do apologise for that,

I shall get this arranged for you as soon as possible,



ME--- Irrespective of whether the order is with the courier or not, this was canceled two days ago and there is no reason to delay in refunding the money due!
If you have allowed the courier to collect the item 2 days after I canceled the order, this is quite clearly your responsibility! Unless the money is back in my account by 12 noon tomorrow, you may inform Mr G***** that I shall be returning to trading standards!



THEM--- Please be advised that we do have up to 14 working days from the time that the cancellation was requested,



ME--- I have been in contact with DPD couriers, who ONCE AGAIN have no record of any delivery to be made to this address or my area! Clearly this item is, for the third time, not with the courier! In light of the fact you don't need to chase up the courier company (I have done this for you and the bed has not left your premises) I see no reason why you would need to wait the 14 days!

If you've got to this point, then YAY :T My question is, do I have to wait the 14 days for a refund (given that the bed is not with the courier) or can I still push at this with trading standards etc Thank you folks

wealdroam

MCMitten wrote: »

My question is, do I have to wait the 14 days for a refund (given that the bed is not with the courier) or can I still push at this with trading standards etc Thank you folks

Yes you do.

Just as you have 14 days to cancel the order (that 14 days starts the day after delivery by the way), the seller has 14 days to refund you.

That assumes you made the purchase at a distance.

MCMitten

Thanks wealdroam I thought as much just wondered if because of the fact they are blatantly lying to me about the item being dispatched, I could've carried on with persuing it earlier than the 14 days. Looks like I shall have to wait while they fob me off for another week or so

martinsurrey

by any chance was this brought from a well known online discount company?

arcon5

How did you pay? Try a chargeback with your booking, citing goods not received

MCMitten

It's not really well known... Unless you Google them and the reviews are horrendous!!! :O I had picked a bed, waited until I'd arranged new furniture to go with it... Then I made a tiddly wee mistake... I searched again to see if I could get it cheaper (while a tad giddy on wine) saw it £40 cheaper and bought it in my intoxicated excitement! Wasn't until a week later I saw the reviews and almost cried! I'm usually so vigilant! I've been in contact with a few other victims and trading standards are dealing with multiple complaints... Watchdog have also been informed.
I paid by debit card online arcon5... Can I get a charge back with a debit card? I know a few of their previous customers had to get their money this way.

wealdroam

MCMitten wrote: »

Can I get a charge back with a debit card?

Yes.

Read MSE's Chargeback article for details.

That may well take a few days too.

MCMitten

That's fantastic! Thank you! I'll call the bank just now

MCMitten

Have called the bank and they said I need to wait the time stated by the company (the 14days from cancelation) and if it is not refunded by then, they will open up a dispute

Al_Ross

Hi,

In fact they have 30 days to refund your money from when you requested it.The rules suck I'm afraid.

wealdroam

Al_Ross wrote: »

Hi,

In fact they have 30 days to refund your money from when you requested it.The rules suck I'm afraid.

30 days was the time allowed by the distance selling regulations.

The DSRs were replaced in June last year by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and Regulation 34 states that 14 days is now the time period.