A full refund not given...

Touser

Hi,

I'm after a bit of advice for the following problem...

I recently made an online purchase for a MP3 player, this order was never delivered (it's been a month since the order took place) to me and after numerous complaints about this I was told that it was likely that the item was lost in the post.

It was decided that it would be best for me to get a full refund and I would go elsewhere for the product. I then received an email from the particular company stating that a refund would be given for £30.

The problem I have is that the item originally cost me £33.50, so I was expecting a refund for this amount.

The delivery charge for this item was £3.50 inc VAT, so the fact that they are not willing to refund the delivery charge takes the "mick" to put it politely, especially when the reason I'm getting a refund is because they failed to delivery my order to me.


I just wondered, before I write to them to complain about this, if I'm by law entitled to receive the full refund of the item including any delivery charges.


Thanks for your time.

jonesMUFCforever

If you paid by credit card raise the problem with them.
They will do a chargeback for you.

Touser

Can I do this as I was under the impression that you can only contact your credit card company in disputes over £100?

Fred333

What is going to hurt if you contact them? Nothing but they might say they can't help you.

lisyloo

You are only entitled to a refund from your credit card company if it's over £100.
If it's less they may help you or they may not.

How was it sent?
Royal Mail?

If so then why don't you ask the company concerned to put in a compensation claim to Royail Mail?
Royal Mail do pay compensation for lost items so I would expect the company to claim this.
I would be demanding a full refund and telling them to claim the whole lot (subject to limits) from royal mail.

Depends how much you value your time for £3.50 but you could write them a letter stating that you will take them to the small claims court for them full amount. The hearing would be heard in your area so somewhat inconvenient to them, so the threat may be enough.

Personally I would first complain in writing and send them printed pages from Royal Mails website about the compensation scheme.

Really depends on how far you want to take it for £3.50 but I don't think they have any excuse.

Worth trying the credit card company but they aren't obliged to help you.

Touser

Thanks,

I'll contact the company first and then if that fails I'll give me credit company a try and see what they say.

Touser

** UPDATE **

I contacted the company in question via numerous emails and they told me that I wasn't entitled to get a full refund because they couldn't refund the delivery charge because I had refused delivery of the product (company policy), which as I pointed out was a lie and a joke as they product was never delivered in the first place because it was lost in the post.

They carried on to dispute this and were adamant that I had refused the order until I sent them a copy of an email from their Customer Services Team that said that they had opened a "Lost Post" investigation with the Royal Mail.

Less than 4 hours later I had an email back saying that they had refunded the delivery cost and apologised.

exel1966

Even though the Consumer Credit Act states £100 as the minimum, in my experience you can dispute a payment on a credit card for any amount and more often than not the charge will be removed, providing of course that you're a customer who pays regularly and on time. I've disputed amounts as low as £5 before without quibble.