Advice needed - Ombudsman for online retailers?

hjdodzi

Hi MSE Forum,

I have had a very bad experience :mad: with an online retailer (based in the UK) regarding faulty items, returns and absolutely awful customer service to the point where it took up so much of my time (over 10 hours in total) that I decided to invoice them for the time and inconvenience it has cost me for a simple case of returning an item to them and obtaining a refund. They have (as I expected) refused to pay the invoice.

Before I got to the point of invoicing them, I enquired about complaints procedures and they flat-out ignored me asking for this, and took their time in informing/misinforming me at every opportunity they had. The company even refused to acknowledge a complaint and wouldn't allow me to follow any complaints procedure they may have.

I am so annoyed that I am willing to take this all the way and possibly take them to a small claims court for time I have had to waste on a simple issue, but would like to gain some advice as I cannot see any about for this type of issue.

Is there an ombudsmen service for this type of complaint? If I go to an arbitration service, would companies be willing to attend or should I just go ahead and go to small claims? As the company did EVENTUALLY pick up the item for return and EVENTUALLY provide me a refund (in parts, and after trying to charge for the pick-up of the faulty item), they made me stay at home for pick-ups that never happened which meant taking time from work to do that, also all the emails backwards and forwards banging my head against a brick wall to get an answer from them took time and effort. Do I have a case at all especially as they would say “We have given him a refund, what is his problem”

Any advice the community can provide on this matter, I would be eternally grateful.

Kind Regards,
Hj Dodzi
:beer:

wealdroam

hjdodzi wrote: »

Hi MSE Forum,

I have had a very bad experience :mad: with an online retailer (based in the UK) regarding faulty items, returns and absolutely awful customer service to the point where it took up so much of my time (over 10 hours in total) that I decided to invoice them for the time and inconvenience it has cost me for a simple case of returning an item to them and obtaining a refund. They have (as I expected) refused to pay the invoice.

Before I got to the point of invoicing them, I enquired about complaints procedures and they flat-out ignored me asking for this, and took their time in informing/misinforming me at every opportunity they had. The company even refused to acknowledge a complaint and wouldn't allow me to follow any complaints procedure they may have.

I am so annoyed that I am willing to take this all the way and possibly take them to a small claims court for time I have had to waste on a simple issue, but would like to gain some advice as I cannot see any about for this type of issue.

Is there an ombudsmen service for this type of complaint? If I go to an arbitration service, would companies be willing to attend or should I just go ahead and go to small claims? As the company did EVENTUALLY pick up the item for return and EVENTUALLY provide me a refund (in parts, and after trying to charge for the pick-up of the faulty item), they made me stay at home for pick-ups that never happened which meant taking time from work to do that, also all the emails backwards and forwards banging my head against a brick wall to get an answer from them took time and effort. Do I have a case at all especially as they would say “We have given him a refund, what is his problem”

Any advice the community can provide on this matter, I would be eternally grateful.

Kind Regards,
Hj Dodzi
:beer:

Whatever resolution service you use, beit an ombudsman, arbitration or court, you will need to demonstrate any financial loss.

Stating that you have spent ten hours on the issue is not an indication of a loss.

If however, you can show that you have lost 10hrs of paid employment, then you do have a good case.

InsideInsurance

Ombudsman only exist for regulated or public industries and not everything.

In the absence of an ombudsman your only option is to negotiate with them and if that fails then to go to court - though the court may offer arbitration instead.

As above, you can only claim for your actual losses though and not just "general inconvenience" beyond a token £10 or such for miscellaneous expenses & incidentals