fonehouse returns

happyotter

I recently ordered a phone from fonehouse. When it arrived the quantity of the phone was below of what I had expected .I contacted them and it took a few attempts to get the return address off them.i was withinthe 14 day returndeadlineand followed all instructions given.i had not used the phone and took photos of it as they suggested to prove its condition. I was return the phone and was surprised to get it back off them in a plain box with no paperwork inside to say why it had been returned. It took a few phone calls again to find out that they believed it to be damaged. I had the phone in my hand and there is no sign of any damage. I asked for evidence of the damage they say is there .but again after Many messages they have gone silent .and advice as what to do next.i seem to have hit a brick wall. Cheers 

JJ_Egan

Do next in what regard  ?

Payment ??
Phone ?

happyotter

Fonehouse seem to be ignoring the fact I can return a unused and undamaged phone. I they refuse to even acknowledge I have a valid complaint is there a place I can contact about the situation. I have already made a payment to the network provider and contacted them about fonehouse but they say as I expected my problem is with fonehouse

JJ_Egan

Contact Fonehouse and ask for evidence .

happyotter

Have done 3 times and that is when the silent treatment starts .I have the phone and photos I have shared with them without damage.

JJ_Egan

Then take them to the small claims court .

Send LBA first  google letter before action/ claim .

happyotter

Just rang them again now they can't find the returns file including the photos they have. What is LBA ? Cheers

JenB79

happyotter said:

Just rang them again now they can't find the returns file including the photos they have. What is LBA ? Cheers

Letter Before Action. Have a read here

https://www.citizensadvice.org.uk/law-and-courts/legal-system/small-claims/Problems-with-goods---letter-before-court-action/

happyotter

Thanks for all the advice.