Retailer through Resolver won't respond because of Data Protection

unholyangel

zharonduggal wrote: »

Yes I will write another email to them, continue the chat as you can at least do a screenshot of the conversation. I will also persist with Resolver in case it goes to a small courts situation and I need proof that I communicated with the company. Thank you.

If it goes to small claims, you'll have proof of communicating with them as pre-action protocol requires you to send a letter before action.

Try asking the retailer for the details of their ADR provider in case they have a preferred supplier.

[Deleted User]

zharonduggal wrote: »

I will also persist with Resolver

Has the company concerned agreed to accept complaints through Resolver?

Although many have, it's by no means all.

Resolver may well be "free", but it is not an official complaint channel. Resolver is a profit-making company!

Just write a letter of complaint direct to the company, as others have suggested.

zharonduggal

thank you for all the replies.
Moneyineptitude. I didn't know Resolver was a profit making company if free. The company replies to all my emails through Resolver with we do not recognise your email with the order. What I gather from that is that it is sort of a passive/aggressive way of saying complain through other channels but not resolver. I would prefer they are more honest but I fear most people are employed in customer services to never say anything emphatically in case in can be later used against them. My most successful way so far of dealing with the company is on chat as I can screenshot the conversation and indeed the people who are dealing with the case on chat are much more reliable in dealing with the issue. So far (yesterday) I have had my express delivery costs back but not the £300 of goods value but I believe since my conversation on chat yesterday they have said they will reimburse if the parcel is not found. Seems my parcel is either lost or stolen, but is covered by law with the senders. What I would advise everyone is always have a tracked parcel it is harder to prove if the parcel is lost, the delivery company did momentarily try to pretend it was in transit to me but that was soon disproved when the retailers contacted the depot and got confirmation that it hadn't left the depot so they changed the status of the parcel to delayed.

unholyangel Hadn't heard of ADR will check that out. Yes with small claims I know you have to have quite a bit of proof and correspondence before you have to go down that avenue. I know one thing that can speed up when you go to small claims is when a company refuses you a refund. I had that this year over a cancelled flight the carriers first said they would refund and then someone at customers services said they wouldn't and on that refusal I went immediately to the small courts and before it reached the courts I was paid in full. Customer services were emphatic that even if I went to the courts I wouldn't win and said they didn't care that I was going to apply, it seems their solicitors felt differently. So don't always believe what the customer services tell you.

Fergie76

Which company is it?

[Deleted User]

zharonduggal wrote: »

Moneyineptitude. I didn't know Resolver was a profit making company if free.

They use the details you provide them with to sell "aggregate" information to other parties. I don't regard it as "free" at all and would never trust my personal financial information in this way.
If they weren't profit-making, how else would they exist? They are certainly not a charity or government financed.

zharonduggal wrote: »

The company replies to all my emails through Resolver with we do not recognise your email with the order. What I gather from that is that it is sort of a passive/aggressive way of saying complain through other channels but not resolver.

They don't have to sign up to Resolver, I've said this a few times in this thread. 28, 700 companies may well have "signed up", but your company doesn't appear to be one of them.
Passive/aggressive?

Explanation here;

Resolver wrote:

Resolver's entirely free to use – and relatively new – but it plans to make its money in three main ways.

Firstly, it may choose to sell aggregated, anonymous data, to companies that want to see how their complaints handling compares to others.

As an oversimplified example, it could tell BT: "You had 1,500 complaints and responded within three days, Virgin had 1,200 and responded in eight hours."

It may also make money through affiliated (paid) links – for example, if you're complaining about an energy firm, it could suggest you ditch and switch and offer an affiliated link to a switching site.

Finally, it will use its expertise to provide technical help for various organisations to help improve their complaints processes.

http://www.moneysavingexpert.com/site/resolver

zharonduggal

Update I got a full refund today so resolved

Moneyineptitude. Yes I understand that Resolver sends the email from their email account, but when you fill out the form you are asked for an email that you made the purchase. So the retailers - who are Zara by the way have all that information they needed.

From your description of what Resolver could do, sounds positive. If it can give feedback then that is beneficial to customers in the long run. In terms of suggesting alternatives services to customers that has never happened to me. I use Resolver mainly when companies don't provide an adequate complaints procedure. What I find frustrating with most companies/councils etc is that they do online forms where the info disappears when you send, you can of course take a screenshot of before you send. But it doesn't help get an email trail of information. So with UK Mail who were the couriers for Zara I sent 5-6 online forms asking for updates and they replied with "we are pleased to tell you your case is closed". Eventually I also contacted them through Resolver and they were actually great at communicating with me and I believe helped the case being resolved quickly today. Then even called as well.

[Deleted User]

I don't know why anyone would need Resolver, to be honest. It's easy enough to keep a copies of communication whether by post or the 'net.

I'm a little concerned that you appear to complain often? Why would you need to do this?

zharonduggal

That's a huge presumption I complain often. But if you need to know
1. a parcel lost/stolen and being given incorrect information is legitimate to complain about
2. A flight cancelled by the operators and told I wouldn't be reimbursed needed a robust response.
3. And I am complaining to my council about a longstanding issue with parking permits. Hardly a professional complainer.

I never use forums and I can see it can soon turn into a judgement of character rather thank helpful information which is why I came here.

[Deleted User]

zharonduggal wrote: »

I can see it can soon turn into a judgement of character rather thank helpful information which is why I came here.

I just think it's a simple matter to complain directly. Putting a third party in the way is just an unnecessary complication.
It was you yourself who implied that you used "Resolver" on more than one occasion.

zharonduggal

Ok I take your point and thank you for advice on this topic.