Reporting an Online Business

grace_grace

Hi There,

I'm in need of some advice... I bought a couple of items from an online boutique, one of the items was not delivered and the other I wanted to return. I received no response from the business when I asked for a returns address and also when asking for my refund. I threatened legal action and only then did I get a response - when I did this I didnt know you needed the address of the business in order to make a small claim. I feel like I've been robbed. Only today did I receive a response, and I'm completely blown away by the responses, I have pasted the email trail below to give you an idea of what I'm dealing with, start from the bottom and work your way up (Emma is the business owner and my name is Grace). Where can I go from here? How can I get my Money back? Would really appreciate any advice or help.

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Emma,

It is your legal requirement, as per trading standards, that you issue a refund for goods not delivered, and provide an address for returns.

Why has it taken so many emails for you to respond? All I have asked for is an address to send the item back to and a refund.

Your personal circumstances are not my concern, you are running a business from which I purchased something from.

When your website states you respond to all emails in 72 hours and you cannot abide by that - it is bad customer service.

Please provide an address for the returns.

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Grace,

Since you have taken it to small claims I'm more than happy to deal with them. I've just been back from maternity and rather than waiting for me to help you, you've said nothing but horrible things.

Sincerely

Emma

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Emma,

You system is wrong. I only received one dress.


Please supply a returns address, I want to ship this back to you and have the refund that I am entitled to.


Why has it taken this long to receive any form of response from you??!!

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Also might want my full name.. EMMA LEAH make it a little easier for you to know who you are claiming against
You may also need an address to direct the letter so maybe you should ask for them first too!

Sincerely

Emma

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On 15 Jul 2016, at 12:17, Nez Fashion <nezfashion@outlook.com> wrote:

Hi Grace,

I haven't a clue what your emails are talking about!

Our systems show both goods where delivered! I'm happy to supply the small claims what ever it is needed. Thanks!

Sincerely

Emma

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Emma,


You will be receiving a notice from the small claims court within the next 10 days.


If you respond and refund the monies owed, I will drop this case.



Thank you once more for providing the worst customer service I have ever experienced.

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Subject: URGENT RESPONSE REQUIRED!!!!!! Re: Order not Arrived

Emma,


You have failed on every level of customer service - please do me the decency of responding to my email, providing me with an address to return the dress to, and refunding me the full £100 you have taken.


As you have only sent me one dress, you have fraudulently taken £50 from my account.


I do not have the time be chasing around a company that cannot even provide the most basic level of service.

Absolutely appalled.

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Subject: Re: RESPONSE REQUIRED Re: Order not Arrived

This is unbelievable - Still no response??!!


By far the worst company I have ever dealt with.


Apparently legal action is the only way to get your attention.

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Still no response??!! Really??!!

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Hi

What is your order number please?

Sincerely

Emma

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Hello,


Again we have received no response from my below email.


The dress was delivered today - but only one of them!! We ordered, and have been charged for two dresses. What kind of business are you running?!


As the item took so long to arrive, I am no longer in need of it - but there is no return details - or even a basic address as to where to send the item to!!

You are required by law to refund me the full amount and provide me with details as to where I can return the item to.

I expect a response today unless you would like me to take further legal action.


Regards,


Grace

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Subject: RESPONSE REQUIRED Re: Order not Arrived


Hello.

I see that the dresses I ordered were attempted to be delivered on the 3rd July - ALMOST ONE MONTH AFTER PLACING THE ORDER!! As i told you before I was out of the country a

I will be sending these back to you first thing on Monday morning. As I received no response from you from my previous emails, I don't expect a response any time soon as to where I should send these dresses back.

As you have taken the money from my card, I expect this to be refunded without any issues.

I have never experienced such terrible service.

Perhaps you might respond to this email???!!

marliepanda

Well, you really went in hell for leather on this.

Honestly I wouldnt deal with you due to your tone in the emails and would just let you take me to court.

What date was the email asking for your order number (which you appear to not have responded to)

wealdroam

Why do people post emails in this order?

Sorry OP, too difficult to read.

theonlywayisup

I tried to read that but it's too confusing, sorry.

unholyangel

Whats the website?

Its a breach of e-commerce regulations not to display your registered address on a commercial website. Its also a breach of the consumer contract regulations not to provide you with that information prior to the contract conclusion.

However as emma pointed out, you can't issue a claim against them without an address and now they have absolutely every incentive not to give you that address. Also to note that a letter before action/claim cannot be made by email - clue is in the name. You need to follow the pre-action protocol set out by the civil procedure rules or you risk not being awarded costs (or worse, having them awarded against you) even if you win.

Contact your card provider and see if they can offer any assistance - the one that hasn't turned up they should definitely help with under chargeback. The other one I'm not too sure as it doesn't strictly fall within any of the chargeback codes I can think of. Won't cost you anything though so nothing to lose by trying.

You can also report them to trading standards - they might be able to give you an address. But TS dont always get involved especially for a solitary complaint.

powerful_Rogue

I was astounded by your rudeness in the emails you sent, however Emmas replies did make me chuckle.

Never make a threat unless you're willing to see it through till the end.

theonlywayisup

Just trying again and I found the firm is probably http://nezfashion.co.uk

This is their 'contact us' page

Contact Us
i am a blogger and would love to collaborate with nezfashion
we’re always on the hunt for new bloggers to work with. please pop your full name and a link to your blog to nezfashion@outlook.com

for order enquires or general enquires, please send emails to: nezfashion@outlook.com we aim to reply to all emails in 72 hours

OP, go to your card provider as unholyangel says above. I suspect it is your only hope.

unholyangel

theonlywayisup wrote: »

Just trying again and I found the firm is probably http://nezfashion.co.uk

This is their 'contact us' page



OP, go to your card provider as unholyangel says above. I suspect it is your only hope.

If it is that website...their whois gives a residential address that exists.

Can't find a limited company for them yet though.

theonlywayisup

They don't necessarily have to be a Limited Company. The address is on an estate, they could be a work from home business, but they still need to adhere to the legislation for online selling. I think I would still opt for the card provider dealing with this.

unholyangel

theonlywayisup wrote: »

They don't necessarily have to be a Limited Company. The address is on an estate, they could be a work from home business, but they still need to adhere to the legislation for online selling. I think I would still opt for the card provider dealing with this.

Ah sorry perhaps shouldve explained. My reference to limited company was for an official registered address. It would be preferable to a residential address that the website is registered to. Especially since theres no way of telling if the retailer actually operates from that address.

theonlywayisup

unholyangel wrote: »

Ah sorry perhaps shouldve explained. My reference to limited company was for an official registered address. It would be preferable to a residential address that the website is registered to. Especially since theres no way of telling if the retailer actually operates from that address.

Sorry, I misunderstood what you meant but I understand the comment now.

Apart from the whois I can't find anyway to tie the company to that address, even using the whois registered name seems to link to a company with an address in Paris.....