Company contravening 2015 Act

Bern73

Hi this is my first time using this forum but I need help. My granddaughter bought a hairbrush online but it arrived damaged. She emailed the company and was offered a 25% refund which she refused. She was then offered a full refund but she’d have to pay the postage. As she was getting nowhere with ‘customer service!) I found the CEOs email and very politely pointed out that both offers were in contravention of the Consumer Rights Act but I’ve not had a reply from her. My granddaughter (a teenager) hasn’t had a reply either. What’s my next step please? 

soolin

Bern73 said:

Hi this is my first time using this forum but I need help. My granddaughter bought a hairbrush online but it arrived damaged. She emailed the company and was offered a 25% refund which she refused. She was then offered a full refund but she’d have to pay the postage. As she was getting nowhere with ‘customer service!) I found the CEOs email and very politely pointed out that both offers were in contravention of the Consumer Rights Act but I’ve not had a reply from her. My granddaughter (a teenager) hasn’t had a reply either. What’s my next step please? 

Which company was it bought from and how did she pay? the offer of a discount is usually the sign of a Far East seller. 

steampowered

If the goods were paid for by credit card or debit card, your granddaughter could try contacting her bank to explore whether a chargeback or s75 claim is possible. The bank will then process a refund and attempt to reclaim the funds from the seller. If you have a difficult seller this is often be the easiest route. 

Have a read of https://www.moneysavingexpert.com/shopping/section75-protect-your-purchases/ and https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/ 

Hermione_Granger

steampowered said:

If the goods were paid for by credit card or debit card, your granddaughter could try contacting her bank to explore whether a chargeback or s75 claim is possible.

I can't see too many teenagers spending £100+ on a hairbrush.

born_again

Bern73 said:

Hi this is my first time using this forum but I need help. My granddaughter bought a hairbrush online but it arrived damaged. She emailed the company and was offered a 25% refund which she refused. She was then offered a full refund but she’d have to pay the postage. As she was getting nowhere with ‘customer service!) I found the CEOs email and very politely pointed out that both offers were in contravention of the Consumer Rights Act but I’ve not had a reply from her. My granddaughter (a teenager) hasn’t had a reply either. What’s my next step please? 

Perhaps if the Op furnished a few bits of information it might help get some replies that relate to their query, not just guesses. ( no offence to anyone posting above)

Something like who from, amount etc would be nice

DoaM

Better yet, a link to the actual item. And of course the payment method (as already requested) ... debit card, credit card, Paypal, something else?

Bern73

Thank you so much for all the replies, I wasn’t sure if I could name the company which is Beauty Works an online company. This is all a matter of principle, which is why I use the CEO database. This company had two attempts to get it right, failed and treated both of us with no regard. Believe it or not, we’re talking about a £12 hairbrush!! She paid by PayPal so getting money back isn’t the problem. I looked on Trustpilot and that company has a shipload of bad reviews. I just want Beauty Works to put this right, hence my ‘what do I do now’ post. I really do appreciate you all taking the time.

theonlywayisup

The easiest will be to sign up to Paypal's returns on us scheme.  Open a SNAD and return the item using the [up to] £15 reimbursement to return the item.  It must be returned using a trackable method viewable online.