Austin Reed - Need Help!

Peter-27

Hi all,

On 7th May 2016, I ordered some bespoke tailor made shirts from Austin Reed coming to a total of £458.00. I have a receipt for this transaction (already paid) and they said they would contact me in eight weeks when the shirts were ready. They never did.

I tried to ring them with no answer, and a bit of researching brought me to the realisation that they have gone into administration, and closed all their stores. There is a number on their website to contact for outstanding orders, and I have rung numerous times but no-one picks up the phone. I have also sent them a facebook message with no response.

Where do I stand legally and what should I do next? I don't even mind about the money too much, I just want my shirts. If not, then a refund.

Thanks in advance,
Peter.

steampowered

Did you order by credit card? If so, try asking your bank for the money back.

shaun_from_Africa

What was the individual price of each shirt? as depending on how you paid, this will make a difference as to the options available to you if you used a credit card.

wealdroam

Peter-27 wrote: »

Hi all,

On 7th May 2016, I ordered some bespoke tailor made shirts from Austin Reed coming to a total of £458.00. I have a receipt for this transaction (already paid) and they said they would contact me in eight weeks when the shirts were ready. They never did.

I tried to ring them with no answer, and a bit of researching brought me to the realisation that they have gone into administration, and closed all their stores. There is a number on their website to contact for outstanding orders, and I have rung numerous times but no-one picks up the phone. I have also sent them a facebook message with no response.

Where do I stand legally and what should I do next? I don't even mind about the money too much, I just want my shirts. If not, then a refund.

Thanks in advance,
Peter.

Austin Reed went into Administration in April, yet you still ordered goods from them in May?

There are two, maybe three, MSE guides you might find useful:

- Administration Help - general information,

- Section 75 Refunds - only useful if each item cost over £100 and you used a credit card,

- Chargeback - useful if you paid by either debit or credit card.

The last article is probably the most useful.

There are also some tips in this MSE News Item.

Peter-27

Okay to answer your questions:

1) I paid by debit card.

2) The shirts were: £66.33 (x2), £66.34, £109.00 .. then then an additional £150.00 spent in store for an off the rack piece, so we can exclude that £150 from the total £458.00 that I quoted earlier.

3) I had no idea they went into administration in April, the shop was still trading.

4) Chargeback looks like it could be applicable here.

I have just noticed that the bottom of the receipt says the following:

"Goods purchased on or after 26 April 2016 can be exchanged for a replacement product or an alternative product of the same value so long as they are returned within 28 days of purchase. Refunds will also be provided where an appropriate replacement product is not available".

wealdroam

Peter-27 wrote: »

1) I paid by debit card.

4) Chargeback looks like it could be applicable here.

I agree.

Just phone your card issuer to get the ball rolling.

Peter-27

Rang my card issuer.

I mentioned chargeback, which they quickly dismissed. However, they have opened a "VISA debit dispute" case for me. They will pay the full amount in to my account within 10 working days and contact Austin Reed in parallel to investigate the matter. If it turns out Austin Reed do not agree, the money will be removed from my account and the issue will be escalated further.

I did ask what happens in the event they can't get in touch with Austin Reed (I haven't been able to ..) and they said there will be "further investigation" - nice and vague.

Promising start though. I'll keep you all updated on my progress.