Not received goods - the Casual Factory

AMteddy

I purchased goods (approx £160) back in February online from thecasualfactory.com  but have never received the items I purchased. I had used this company before without any problems.  I  sent them a number of  emails  and they kept advising that the goods will be sent....  stupidly I believed them - however I never received any goods so contacted my bank in July.  The bank advised that I could not claim back the payment as I was out with the timescales so they advised to contact the Finance Ombudsman.  I did that but they were not able to help.  I keep on sending emails to the company and they will respond to 1 in 5 emails.  Don't know if I have any chance to receive any goods or money back - any help would be appreciated.  Thank you.

MyRealNameToo

AMteddy said:

I purchased goods (approx £160) back in February online from thecasualfactory.com  but have never received the items I purchased. I had used this company before without any problems.  I  sent them a number of  emails  and they kept advising that the goods will be sent....  stupidly I believed them - however I never received any goods so contacted my bank in July.  The bank advised that I could not claim back the payment as I was out with the timescales so they advised to contact the Finance Ombudsman.  I did that but they were not able to help.  I keep on sending emails to the company and they will respond to 1 in 5 emails.  Don't know if I have any chance to receive any goods or money back - any help would be appreciated.  Thank you.

They won't have advised you to go to the Financial Ombudsman, they will have informed you of your right to. The FOS will have charged the bank £650 for looking at your complaint - no one wants to pay those fees so no one will recommend the FOS. 

Presumably all the items were under £100 each? 

When were you advised the goods should be delivered? The time limit for a chargeback starts from when the problem occurred so if they were on backorder and you were told it'd be months at point of purchase then the clock on chargeback would have started then not at the point of order.

AMteddy

MyRealNameToo said:

AMteddy said:

I purchased goods (approx £160) back in February online from thecasualfactory.com  but have never received the items I purchased. I had used this company before without any problems.  I  sent them a number of  emails  and they kept advising that the goods will be sent....  stupidly I believed them - however I never received any goods so contacted my bank in July.  The bank advised that I could not claim back the payment as I was out with the timescales so they advised to contact the Finance Ombudsman.  I did that but they were not able to help.  I keep on sending emails to the company and they will respond to 1 in 5 emails.  Don't know if I have any chance to receive any goods or money back - any help would be appreciated.  Thank you.

They won't have advised you to go to the Financial Ombudsman, they will have informed you of your right to. The FOS will have charged the bank £650 for looking at your complaint - no one wants to pay those fees so no one will recommend the FOS. 

Presumably all the items were under £100 each? 

When were you advised the goods should be delivered? The time limit for a chargeback starts from when the problem occurred so if they were on backorder and you were told it'd be months at point of purchase then the clock on chargeback would have started then not at the point of order.

Thank you for quick reply.  Yes two items both under £100 - total £168.  I got no update re delivery date when I ordered in February.  Sent numerous emails and the first real response from company was in June to say they were going to check with the courier company.  I got the odd reply from the company the they advised they had changed logistic company and they would either send goods or refund. Foolishly I did not contact my bank until early August and they advised I was out with period for  payback as it was from day of purchase.  TSB - they were no help at all.

born_again

Only way to go via a chargeback now would be to contact the company & get them to give you a date for dispatch.
That would bring you back within 120 days & if not received after the date stated you can start the process 15 days Visa & 30 days Mastercard you can start a chargeback for non receipt.