Returning an order - no reply from retailer

chicacherrycola

Hi,

i ordered a pool cue from an online retailer. Their website advised that accepted returns.

item arrived but my husband changed his mind about it.

I requested a refund with the retailer and received no response. They don’t have a phone number only an online contact form and email address. I have sent multiple messages using both methods to try and get next steps regarding returning this for a refund but they have gone unanswered for over three weeks.

normally I would suck this up and put it down to bad experience but the cue was £98 which is a lot of money.

is there anything else I can do?

thanks

nadine

TadleyBaggie

What is the website? How did you pay?

chicacherrycola

https://cue-king.com/

Paid by credit card

born_again

No T/C.
No phone no or physical address.

Looking on Amazon. There is a co selling nothing but their goods See below link.

https://www.amazon.co.uk/sp?ie=UTF8&seller=AM3I2M38XPQFA&asin=B0D923Q1VB&ref_=dp_merchant_link&isAmazonFulfilled=1

chicacherrycola

shall I try and contact them through Amazon?

I do wish I had bought it via there in the first place now. 

born_again

You can try, but be prepared to get a not us reply.
Also it is a residential property. 

chicacherrycola

I have also tried direct messages via their social media with no joy. 

Is this a lost cause? Am I going to have to try and resell the thing myself?

twopenny

They aren't registered under that name with Companies House.

I can find no record of them or reviews.

I tried to track the address from the Amazon seller but just came up with a new build estate that didn't look too affluent.

Wonder if they are imported and sold through that site you used? I see there are many sites selling them. Ali Express and such

The site  actually says

And there was One Piece Cue. Place of Origin: Zhejiang, China. Brand Name: Omin. Model Number: Cue King. Length: 145. Name: Omin Pool Snooker & Billiard Cues Handmade Snooker ...

Business Type: Manufacturer/Factory, Trading Company. Ningbo, Zhejiang, China. Rating. 5.0/5 · Visit Showroom. Product Details. Cue King Omin 3/4 One Piece .

So it's interesting to know just where that email form goes to.

chicacherrycola

It is super frustrating.

i assume my credit card won’t be interested because i have received the item I just no longer want it.

QrizB

chicacherrycola said:

It is super frustrating.
i assume my credit card won’t be interested because i have received the item I just no longer want it.

Is this a return within 14 days under the Distance Selling regulations? Did the seller supply all the information the Regulations require?

https://www.gov.uk/online-and-distance-selling-for-businesses

https://www.gov.uk/online-and-distance-selling-for-businesses/online-selling

chicacherrycola

So this is their returns policy as per shopify. I initiated a return well within the designated period and have had radio silence from them. 

The returns request hasn’t been approved, no shipping label, nothing.