Groundlevel.co.uk

lady1964

Hoping for some advice please. I ordered some goods from the above company on 12/5/21 costing approximately £234. I’ve not received any shipping information other than my account stating ‘shipped’ when I’ve checked it regularly since ordering. Their phone lines aren’t being answered due to Covid and there is apparently a 72 hour turn around time for responses to their ‘contact us’ form or email. I sent a ‘contact us’ request on Wednesday 18/5 requesting shipping info and have had no response. I’ve since sent an email on Monday to which I’ve not yet had a response. 

I’ve now (belatedly) checked Trustpilot reviews and they are all dreadful with so many people saying this company are scammers, orders haven’t arrived, refunds for faulty goods fail to materialise and generally just avoid this company.

I’ve now got a bad feeling about this company and am beginning to wonder if I’ll ever see the goods I’ve paid for. So, as I paid using my credit card, how soon can I do a chargeback?

Any advice is much appreciated, thank you.

Jenni_D

Did your order confirmation give an expected shipping date?

I think for chargeback you need to allow 15 days for delivery before you can raise a claim for non-delivery. I think @born_again works in this industry so may be able to clarify.

When you say "goods" costing £234 ... were all items £100 each or more? (The total order value may still be OK). I ask as you would also have a Section 75 claim route if the chargeback failed for any reason (e.g. the seller disputed it and won the dispute).

born_again

Jenni_D said:

Did your order confirmation give an expected shipping date?

I think for chargeback you need to allow 15 days for delivery before you can raise a claim for non-delivery. I think @born_again works in this industry so may be able to clarify.

When you say "goods" costing £234 ... were all items £100 each or more? (The total order value may still be OK). I ask as you would also have a Section 75 claim route if the chargeback failed for any reason (e.g. the seller disputed it and won the dispute).

You do have to allow 15 days before a chargeback, unless you have something stating delivery on a specific date before the 15 days.

TBH. A chargeback is going to be far quicker than a S75 claim and will be the default way of starting the process.
Thread would be better in consumer rights section.

lady1964

born_again said:

Jenni_D said:

Did your order confirmation give an expected shipping date?

I think for chargeback you need to allow 15 days for delivery before you can raise a claim for non-delivery. I think @born_again works in this industry so may be able to clarify.

When you say "goods" costing £234 ... were all items £100 each or more? (The total order value may still be OK). I ask as you would also have a Section 75 claim route if the chargeback failed for any reason (e.g. the seller disputed it and won the dispute).

You do have to allow 15 days before a chargeback, unless you have something stating delivery on a specific date before the 15 days.

TBH. A chargeback is going to be far quicker than a S75 claim and will be the default way of starting the process.
Thread would be better in consumer rights section.

I did wonder if this was the right forum, perhaps mods could move it?

I’ve been given absolutely no information on expected shipping date, the invoice simply says ‘shipped’, this is the reason for my trying to contact them, to find out if/when it’s been shipped and when I can expect to receive my goods. To answer Jenni_D, one item was £199, the other was £35.

Yeah, S75 claim was what I meant and further to my review on Trustpilot, I’ve been asked to supply information to be given to Groundlevel so there may be some movement on this. 

Jenni_D

As mentioned above, a chargeback should be the first process as this will be quicker.S75 would be your fall-back.

lady1964

Jenni_D said:

As mentioned above, a chargeback should be the first process as this will be quicker.S75 would be your fall-back.

Doh! A chargeback will be my first process, I’ll give it bit longer before I do anything further due to the email from Trustpilot earlier.