JumboKiwi

Noodler

Four weeks ago I ordered an orthopaedic cushion for £30 from an online company called JumboKiwi, a company I have bought from previously with no problems.  The money was taken from my account at the time of the order.  I have still not received the cushion and I have tried to contact them through their websit twice, with no reply each time.  I then tried emailing them but the email was returned as undeliverable as the email address doesn't exist.  What should my next course of action be?

Aylesbury_Duck

If you paid by card, speak to your card provider to see how they can help.

TadleyBaggie

No phone number or address on their website, not a good sign I'm afraid.

How did you pay? A chargeback may be your only option.

Pollycat

TadleyBaggie said:

No phone number or address on their website, not a good sign I'm afraid.

And no 'About us' page (which I always check out).

And if you go to FAQ, although there are a list of questions, there are no answers.

theonlywayisup

A website with poor T&C, so much so most of the drop-downs don't work, no geographical address.  I also found reference to Dollars on their returns page.  I suspect they are not 'UK based' despite them saying that.  There are also references to Civil and Consumer code, which appears to originate in France.  All very bizarre.

How did you pay?

MattMattMattUK

The only part of their website that is compliant is the privacy policy page, it lists the trading entity and address. Their terms and conditions appear to be a total bodge, referencing legislation that does not exist or is French, they look like they have been copied and pasted together from multiple sources. 

Arodel Ltd, 20-22 wenlock road, London, N1 7GU, United Kingdom
https://jumbokiwi.com/pages/privacy-policy
https://find-and-update.company-information.service.gov.uk/company/11995800

The site is also hosted on a UK cloud server platform, but not an e-commerce platform, so someone appears to have assembled it themselves.

Edited to add: They also claim several registered trademarks on their site, those registered trademarks to not exist. 

Sandtree

Pollycat said:

And if you go to FAQ, although there are a list of questions, there are no answers.

There are answers, but there is a javascript error meaning they dont display (you can see them if you look at the page source).

If I were a betting man I would say this isnt a UK based company, but far east. Trustpilot has a mixed bag of responses which gives some confidence actually, some seem to get their goods and think theyre great, some think they are poor quality and others say they havent received them.

You say you did receive some in the past, do you recall where the package came from? Assuming it is overseas then some parcels are taking a long time to get through customs etc at the moment (though others clear quickly) so either you could give it more time. Alternatively speak to your bank about a chargeback if you have lost faith.

Pollycat

Sandtree said:

Pollycat said:

And if you go to FAQ, although there are a list of questions, there are no answers.

There are answers, but there is a javascript error meaning they dont display (you can see them if you look at the page source).

So in effect no answers visible to anyone looking for more information about this company...

If  a company can't get their website designed properly, even more reason to run for the hills.

Noodler

Oops, sorry to be a doughnut.  It turns out I paid through Paypal but I forgot, I've not had to do this sort of thing for quite a while, if ever.  I have started a Paypal resolution so we'll see what happens. Thanks for all the comments.

MattMattMattUK

Noodler said:

Oops, sorry to be a doughnut.  It turns out I paid through Paypal but I forgot, I've not had to do this sort of thing for quite a while, if ever.  I have started a Paypal resolution so we'll see what happens. Thanks for all the comments.

Out of interest, does the PayPal transaction show the company name?

theonlywayisup

Noodler said:

Oops, sorry to be a doughnut.  It turns out I paid through Paypal but I forgot, I've not had to do this sort of thing for quite a while, if ever.  I have started a Paypal resolution so we'll see what happens. Thanks for all the comments.

That is probably a good thing as it will be quicker than anything else.

I hope you have opened the case for INR (item not received).  You will need to escalate the case as soon as you are able - Paypal will give you lots of detail with dates, do NOT miss deadlines.  You must not close the case under ANY circumstances, even if the seller says they can't refund until you do.  You cannot reopen a case.

If the seller cannot provide online proof of delivery then you will win the case and your money will be refunded.