NBCS letter on behalf of Fraser’s group

Mags2988

Back in April I’ve made an order for 5 items totalling over £150 and unfortunately 1 item worth £40 was missing. I’ve raised it with customer service and I’ve been pretty much told that I lie and that I must have received all items. I argued that the parcel weight clearly shows that not all items were packed but they have disregarded it.

I have raised chargeback with my bank, but as HoF rejected the claim and the refund has not been paid to me.

Now 6 months later I’ve received an email from NBCS requesting that I pay over £300 for their losses or they will pursue the claim in the county court.

As you can imagine this is quite upsetting and I’m not sure what to do with this… has anyone had similar situation?

im thinking of of raising data subject access request to obtain any correspondence in relation to me and my case… to start of with but what should I do after that? 

Surely I’m not the only person that have not received items/ raised it with them/ received similar letter? How company of their size is allowed to bully individuals like this? 

lesleyb

Sorry to hear this, they really are a nightmare company to deal with. I didn't receive a set of suitcases as they cancelled my order but trying to get a refund is problematic to say the least. 
There is a bit on Legal Beagles about NBCS, or google NBCS letter. Hope you get it sorted,

GrumpyDil

Presumably they have still got their money as the chargeback was denied so how did they get from over 150 to 300 though?

Mags2988

GrumpyDil said:

Presumably they have still got their money as the chargeback was denied so how did they get from over 150 to 300 though?

Yes they have all the money even £40 for the item that hasn’t arrived… so I’m the one that suffered losses…

Mags2988

lesleyb said:

Sorry to hear this, they really are a nightmare company to deal with. I didn't receive a set of suitcases as they cancelled my order but trying to get a refund is problematic to say the least. 
There is a bit on Legal Beagles about NBCS, or google NBCS letter. Hope you get it sorted,

Already done that but majority of people keep saying to ignore it… which is not something I want to do

It’s shocking how company of their size is allowed to bully their customers like that…

I very rarely order clothes online, this was the first time when I placed order with them and first time when any of my orders was missing something and now I’m being hit with this… 

#wontbeshoppingonlineagain

Pollycat

Mags2988 said:

lesleyb said:

Sorry to hear this, they really are a nightmare company to deal with. I didn't receive a set of suitcases as they cancelled my order but trying to get a refund is problematic to say the least. 
There is a bit on Legal Beagles about NBCS, or google NBCS letter. Hope you get it sorted,

Already done that but majority of people keep saying to ignore it… which is not something I want to do

It’s shocking how company of their size is allowed to bully their customers like that…

I very rarely order online, this was the first time when I placed order with them and first time when any of my orders was missing something and now I’m being hit with this… 

#wontbeshoppingonlineagain

Why tar every on-line retailer with the same brush?

I shop on-line and haven't had any problems.
But I do tend to only order items that I'm pretty sure will fit and that I can return to store with minimal inconvenience to me.

Mags2988

Pollycat said:

Mags2988 said:

lesleyb said:

Sorry to hear this, they really are a nightmare company to deal with. I didn't receive a set of suitcases as they cancelled my order but trying to get a refund is problematic to say the least. 
There is a bit on Legal Beagles about NBCS, or google NBCS letter. Hope you get it sorted,

Already done that but majority of people keep saying to ignore it… which is not something I want to do

It’s shocking how company of their size is allowed to bully their customers like that…

I very rarely order online, this was the first time when I placed order with them and first time when any of my orders was missing something and now I’m being hit with this… 

#wontbeshoppingonlineagain

Why tar every on-line retailer with the same brush?

I shop on-line and haven't had any problems.
But I do tend to only order items that I'm pretty sure will fit and that I can return to store with minimal inconvenience to me.

Yes I’ve never had any issues with ordering from Amazon, eBay, asda and then wanted to get few bits from HoF and here I am being slapped with a notice of intended civil proceedings for raising a complaint that one of the items I’ve ordered was not delivered…

I hope that you will continue to have stress/problem free online shopping experiences, but at the moment the situation I am in make me feel uncomfortable about shopping online…

born_again

You have to remember HoF is no longer who it was, as a upmarket retailer.
It has now sunk to the bottom as part of the sports Direct group, who rebranded to Frasers group. To sound better 😶‍🌫️

Mags2988

They are horrible company! 

I’ve been sent some cctv pictures showing items on a table and that’s their evidence showing that I’ve received them all. When I questioned weight, they have said that these are estimates which I find quite funny as 1.536 is very accurate estimate. They still refusing to send me cctv showing how everything was put into a parcel and provide me the weights of each item…

it looks like no matter what evidence you have everything is wrong so you will never win with them

Once they take me to court I hope that the judge will agree with me

Okell

Mags2988 said:

Back in April I’ve made an order for 5 items totalling over £150 and unfortunately 1 item worth £40 was missing. I’ve raised it with customer service and I’ve been pretty much told that I lie and that I must have received all items. I argued that the parcel weight clearly shows that not all items were packed but they have disregarded it.

I have raised chargeback with my bank, but as HoF rejected the claim and the refund has not been paid to me.

Now 6 months later I’ve received an email from NBCS requesting that I pay over £300 for their losses or they will pursue the claim in the county court...

GrumpyDil said:

Presumably they have still got their money as the chargeback was denied so how did they get from over 150 to 300 though?

Mags2988 said:

GrumpyDil said:

Presumably they have still got their money as the chargeback was denied so how did they get from over 150 to 300 though?

Yes they have all the money even £40 for the item that hasn’t arrived… so I’m the one that suffered losses…

If you've paid them everything (total about £150 inclusive of item not received) and the chargeback was reversed, why are they threatening to sue you for £300?

How have they itemised their losses?

Have you asked them?

Are you sure this £300 claim is related to your £150 purchase, or is it something else?

Why would you be paying £300 if you owe them nothing?

I don't understand...

Mags2988

Okell said:

Mags2988 said:

Back in April I’ve made an order for 5 items totalling over £150 and unfortunately 1 item worth £40 was missing. I’ve raised it with customer service and I’ve been pretty much told that I lie and that I must have received all items. I argued that the parcel weight clearly shows that not all items were packed but they have disregarded it.

I have raised chargeback with my bank, but as HoF rejected the claim and the refund has not been paid to me.

Now 6 months later I’ve received an email from NBCS requesting that I pay over £300 for their losses or they will pursue the claim in the county court...

GrumpyDil said:

Presumably they have still got their money as the chargeback was denied so how did they get from over 150 to 300 though?

Mags2988 said:

GrumpyDil said:

Presumably they have still got their money as the chargeback was denied so how did they get from over 150 to 300 though?

Yes they have all the money even £40 for the item that hasn’t arrived… so I’m the one that suffered losses…

If you've paid them everything (total about £150 inclusive of item not received) and the chargeback was reversed, why are they threatening to sue you for £300?

How have they itemised their losses?

Have you asked them?

Are you sure this £300 claim is related to your £150 purchase, or is it something else?

Why would you be paying £300 if you owe them nothing?

I don't understand...

Well they’ve not provided me with breakdown of this. To be honest with you I don’t care how they calculated this amount as I won’t pay them for anything…and it’s definitely in relation to this purchase as it was first ever purchase I’ve made from HoF

They’ve sent me picture of 5 items on a table as an evidence that all were packed sealed and sent to me… I can send them picture of 4 items I’ve received and tell them that I’ve returned them to HoF…. Would they accept it? No do I won’t accept this as an evidence…

ive requested full cctv recording, but apparently they no longer have it…(very convenient for them) 

ive read some dreadful comments on trust pilot so i know I’m not the only person going through this

i hope that some tv/newspaper will highlight this issue as it’s unbelievable how company of this size can bully and threaten customers like this