Company not replying - help

gazmad

Good morning 

A couple of weeks ago I wrote a post about a faulty electric scooter and the company refusing to refund me. They offered to send a part out - which they never did however I used the consumer rights act to explain I am entitled to a refund as it’s arrived broken. 

Fast forwards a couple of weeks and I am still no where nearer to a resolution. 

You helped me to understand that I have the right to a refund because the scooter is broken however the company are not responding to phone calls or emails. The last time they responded, they told me they were passing it onto a manager. I have since called and emailed with no response at all.

Is there anywhere I can take this further and get help or report the company? I have a faulty scooter and am £105 down.

Thank you  

marcia_

 How did you pay? Credit or debit card? 

Manxman_in_exile

This thread, yeah?

Can I get a refund? - Page 2 — MoneySavingExpert Forum

If you have done everything that was suggested in that thread (read page 2 again) and they refuse to communicate with you, your only real options are either (1) to sue them or (2) to try to claim back from your bank.

If you paid by credit card, ask your bank for a s75 refund.  If paid by debit card you might be eligible to claim a chargeback from your bank.  (That's why @marcia asked the question about payment)

As explained on page 2 of your original thread (and apparently their own website says this too) the law says that if you receive a faulty item, then within 30 days of you taking delivery of it, you are entitled to a full refund.  Within the first 30 days they have no right to attempt a replacement or a repair and can't fob you off with one.

(The relevant law is in s20 and s22 here:  Consumer Rights Act 2015 (legislation.gov.uk) )

If you didn't pay by card, you'll have to threaten to sue them and then follow through on that threat.  (You don't need a solicitor - you can do it yourself)