Advice please: company damaged item and refusing to refund me

shonadk

During the height of lockdown, I bought an ornamental storage box from a company called The Lighting Vault based in Mexborough South Yorkshire.

When the item arrived, it was horrible. I saw on their paperwork, I had to contact them to return but every email I sent bounced. I tried to call but they never answered the phone. I had 14 days to return and without success, I returned the item in the same packaging with a cover letter by special delivery Parcel Force. It  was in mint condition in original packaging. I had not even used it.

I didn't hear anything at all so I waited until the shops reopened in case that was the issue. Still could not contact the company. I admit I was getting cross and left them honest reviews at this point as I messaged them also via Facebook and they did not respond. They had not contacted me at all and had removed their phone number  from Google.

Anyway I finally reached them via Instagram and emails are now going through but they are pure evil. They are cross about the reviews so have sent me an image of the item being damaged, claimed it was not returned in the original packaging and as not authorised by them, they will not refund. The postal tracking says it arrived the next day and they signed for it. I am very certain it is THEY that have damaged the item.

I paid by Credit Card. What course of action should I take now please? They are horrible vindictive people and I want no further discourse with them. Should I go to credit card company or parcel force please? 

Thanks

Jumblebumble

shonadk said:

During the height of lockdown, I bought an ornamental storage box from a company called The Lighting Vault based in Mexborough South Yorkshire.

When the item arrived, it was horrible. I saw on their paperwork, I had to contact them to return but every email I sent bounced. I tried to call but they never answered the phone. I had 14 days to return and without success, I returned the item in the same packaging with a cover letter by special delivery Parcel Force. It  was in mint condition in original packaging. I had not even used it.

I didn't hear anything at all so I waited until the shops reopened in case that was the issue. Still could not contact the company. I admit I was getting cross and left them honest reviews at this point as I messaged them also via Facebook and they did not respond. They had not contacted me at all and had removed their phone number  from Google.

Anyway I finally reached them via Instagram and emails are now going through but they are pure evil. They are cross about the reviews so have sent me an image of the item being damaged, claimed it was not returned in the original packaging and as not authorised by them, they will not refund. The postal tracking says it arrived the next day and they signed for it. I am very certain it is THEY that have damaged the item.

I paid by Credit Card. What course of action should I take now please? They are horrible vindictive people and I want no further discourse with them. Should I go to credit card company or parcel force please? 

Thanks

It looks like they may well be using a free email system 
Many businesses do this instead of using a paid for business grade system and expect it to be equivalent
In many cases they are disappointed
Credit card is the way to go IMHO

mobileron

Get in touch with credit card company and put a review on trust pilot,also tell us the name so we won't buy from them.

born_again

mobileron said:

Get in touch with credit card company and put a review on trust pilot,also tell us the name so we won't buy from them.

>>>During the height of lockdown, I bought an ornamental storage box from a company called The Lighting Vault based in Mexborough South Yorkshire.<<<

1st part of OP.... 

Given how the company are acting. I can see any chargeback being rejected on the grounds of damaged goods..

shonadk

mobileron said:

Get in touch with credit card company and put a review on trust pilot,also tell us the name so we won't buy from them.

Thanks. It's called 'The Lighting Vault.' This website says I haven't been registered long enough to post a link to their site. They seem to be heavily active on Instagram. 

shonadk

mobileron said:

Get in touch with credit card company and put a review on trust pilot,also tell us the name so we won't buy from them.

Sorry also left them a trust pilot but they just replied saying I was a liar who had returned damaged goods and was trying to discredit them blah blah blah

the_lunatic_is_in_my_head

Well their terms are way off what is required to be compliant with the regulations.


A letter before action and small claims if they won't refund. 


They have failed to abide by the two parts in bold so you are due a full refund. Alternatively if the purchase was over £100 on a credit card the card company are jointly liable and you should contact them to file a Section 75 claim. 


www.legislation.gov.uk/uksi/2013/3134/regulation/34/made

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

(9) If (in the case of a sales contract) the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price.

(10) An amount that may be recovered under paragraph (9)—

(a)may be deducted from the amount to be reimbursed under paragraph (1);

(b)otherwise, must be paid by the consumer to the trader.

(11) Paragraph (9) does not apply if the trader has failed to provide the consumer with the information on the right to cancel required by paragraph (l) of Schedule 2, in accordance with Part 2.

shonadk

Thank you all. Put in the dispute with my bank who refunded me.