La maison De Sacs

born_again

Zanderman said:

OP what is the timescale of this?  
I assume Nationwide can dismiss the chargeback if there is still a chance you will receive the goods.
I don't know the site but assume this is based abroad - and international shipping can take a while, especially from some Chinese firms.
So if the sale was, say, only three weeks ago but you haven't received it yet, it may be that nationwide consider that you may well still receive the goods, in which case a chargeback would be, at this stage, inappropriate.
What is the timing so far?

Nationwides opinion is moot here. No matter where the goods are coming from Visa state they have 15 days from debit date to arrive. Anything over that and a chargeback can be started.

born_again

JKH1 said:

Thanks for all your comments. Some helpful & others not so useful. I made the purchase in on 12th June with a debit card through Nationwide. The response from La Maison de Sacs stated that it was a limited company so I took it that it was a UK company. I raised a chargeback request through Nationwide & waited their 8 weeks for a response. After 9 weeks I contacted them again for an answer. They advised that a reply was sent by post in July which I never received but that there was not enough evidence for a successful claim. It was clear from this that they had not even looked at the evidence. I sent them a string of emails & evidence of other consumers not receiving goods. I am now waiting for a response to my complaint before I go to the Financial ombudsman. However I wanted to warn people of this particular company & how easy it is to be fooled. I now have to be more diligent in purchasing online. DO NOT USE 'LA MAISON DE SACS'

The only defence a retailer can use for non receipt is proof of delivery. (that is signed for) 
The only evidence required is details of what was ordered and where is was to be delivered too.

Thrugelmir

On Amazon globally. Around 15% of suppliers are "fronts" for Chinese suppliers. One has to tread very carefully these days. 

MalMonroe

Thrugelmir said:

JKH1 said:

Thirdly I would like to know how it is so easy for a company to set up an internet site, take your money, not deliver the goods without any protection for the consumer. If it is that easy maybe we could all start.

You're based in the UK. The site operators will be in China. That's the difference. People need to use their commonsense when choosing to buy on the internet. Nor does using an Amazon listed trader guarantee that the goods aren't going to be of poor quality or even counterfeit. 

Their address and email are in London, although obviously their manufacturer could be anywhere. (How do you know it's China?)

But using an amazon listed trader DOES ensure you always get your money back, no matter how dodgy a trader may be. Guaranteed. I've had no trouble whatsoever using amazon and returning items or receiving full refunds, including postage. For whatever reason, even when there's nothing whatsoever wrong with goods. (How did amazon come into this equation though?)

MalMonroe

Thrugelmir said:

On Amazon globally. Around 15% of suppliers are "fronts" for Chinese suppliers. One has to tread very carefully these days. 

Yes but as I've said before, buying from amazon guarantees customers do receive either the goods, or a full refund. I've sometimes been refunded in full even before I've sent goods back. And if I haven't received the goods I've always been refunded.  It's obvious you don't like Jeff Bezos and neither do I but his company does give refunds, no matter who the market place traders are. (And he can well afford it).

eskbanker

JKH1 said:

Thanks for all your comments. Some helpful & others not so useful. I made the purchase in on 12th June with a debit card through Nationwide. The response from La Maison de Sacs stated that it was a limited company so I took it that it was a UK company. I raised a chargeback request through Nationwide & waited their 8 weeks for a response. After 9 weeks I contacted them again for an answer. They advised that a reply was sent by post in July which I never received but that there was not enough evidence for a successful claim. It was clear from this that they had not even looked at the evidence. I sent them a string of emails & evidence of other consumers not receiving goods. I am now waiting for a response to my complaint before I go to the Financial ombudsman. However I wanted to warn people of this particular company & how easy it is to be fooled. I now have to be more diligent in purchasing online. DO NOT USE 'LA MAISON DE SACS'

It sounds possible that you may have clouded the issue with irrelevant stuff - your chargeback claim should be no more and no less than 'I ordered goods and they didn't arrive within a reasonable time so please refund me'.  Anecdotal experiences of other customers have nothing to do with this, nor does the company's location, etc, so focus on what is pertinent....

JKH1

Nationwide refused to entertain my chargeback request - it didn't fit with any of their reasons for making a claim. Well what other reason do I need other than I paid my money & never received the goods! They are now history as I am moving my banking elsewhere. I tried Visa - they were not interested. I reported the website to Shopify - again brushed me off. Next step - Financial ombudsman although I do not hold out any hope. What I can do myself (for the loss of £34 - not much to Nationwide) is use social media as much as possible to mention all these companies www.lamaisondesacs.com Nationwide Building Society Visa Shopify. Maybe one of them will stand up if receiving enough bad publicity via Instagram, FB, Twitter. Lesson to be learned

eskbanker

JKH1 said:

Nationwide refused to entertain my chargeback request - it didn't fit with any of their reasons for making a claim. Well what other reason do I need other than I paid my money & never received the goods!

This makes no sense at all!  They clearly do have a reason of 'goods not received' within their transaction dispute process and hence https://www.nationwide.co.uk/support/support-articles/security/unknown-transactions-on-my-account/overview

I've paid for something but not received it

Before you complete this form, you will need to have evidence that you have tried to resolve your dispute with the seller.

We will not be able to accept your claim without this.

To raise a dispute for a transaction on your Visa debit card you’ll need your customer number. Find out your customer number if you’ve forgotten it.

Complete our Debit Card Dispute form

Did you fill in that online dispute form or did you engage with them by phone?  Were you completely clear that your reason for disputing was 'goods not received', as opposed to all the irrelevant stuff about alleged scams, company location, other customers' anecdotal experiences, etc, etc?

JKH1

eskbanker  Exactly. I thought I had a watertight case The main reason was that I had paid but not received the goods but as they wanted evidence I sent them the email string between me & the supplier. I thought that it would support my application if I gave them all the information I had.  I am in the process of changing banks. For the sake of £34 it is their loss but I fail to see why no authority will take any action. It is too easy to rob people of their money. banks could easily stop it

eskbanker

JKH1 said:

eskbanker  Exactly. I thought I had a watertight case The main reason was that I had paid but not received the goods 

That should have been the only reason rather than the main one, but I still don't understand why you say "it didn't fit with any of their reasons for making a claim" when 'goods not received' clearly is one of their chargeback reasons, hence my unanswered questions above, i.e. did you fill in that online dispute form or did you engage with them by phone?  Were you completely clear that your reason for disputing was 'goods not received', as opposed to all the irrelevant stuff about alleged scams, company location, other customers' anecdotal experiences, etc, etc?

JKH1 said:

I am in the process of changing banks. For the sake of £34 it is their loss

It really isn't their loss, unless you genuinely were a highly profitable and irreplaceable customer for them, so don't be under any illusion that petulant defiance will have the slightest impact!

JKH1 said:

I fail to see why no authority will take any action

It's perhaps down to adopting a scattergun approach with a lack of focus?  Nationwide should clearly reimburse you if you made a straightforward standard GNR claim, but escalating to FOS is the right next step if they haven't done so.

JKH1 said:

It is too easy to rob people of their money. banks could easily stop it

The fact that there is a chargeback process adopted by the banks doesn't mean that they could easily stop dodgy traders from being dodgy....