My experience with Sensory Education

System

This discussion was created from comments split from: Sensory Education Ltd. (Formerly Cheap Disability Aids Ltd).

osteo

tinkafairy said:

Hey folks, this appears to (sadly) be a company that comes up on the consumer forums A LOT. 

Having not been sent goods I ordered, and cancelling them as they had not arrived within time frame (indeed, never arrived) the company failed to refund me - as per the Consumer Rights Act 2015.

Raised a chargeback after no goods and no refund. 

A month afterwards, they are now threatening me and demanding extra fees or I will be taken to court. They then referenced their T&C's which are a masterclass in wrong (citing out of date legsilation plus a lot of incorrect ideas). And adding in their charges if you ask for a refund for either faulty goods or goods that never turned up. 

It is what I think could be described as a masterclass in 'unfair contract terms'. 

I need to share (and if the link does not work, please Google sensory education terms and conditions). 

Some highlights also include charging for a Subject Access Request. 

But some big ones (after incorrectly citing the Sale of Goods Act, which has been replaced by the Consumer Rights Act anyway...)

"Please note performing a charge back is not an acceptable cancellation or escalation process, any charge back undertaken outside of the schemes remit of failure to deliver goods, or damaged goods will incur a charge back processing fee of £75.00 plus VAT plus interest chargeable at 8%

All complaints should be raised in accordance with the sales of goods act or the consumer contract regulations and raised in writing and follow the pre action protocol prior to any chargeback,should a chargeback be raised which is not inline with the terms and conditions we will pursue all legal remedy to recover those funds and legal costs."

Hi Tinkafairy

I would be interested how this ended as I am going through a similar predicament with them. No delivery and no communication until my bank stepped in and issued a refund and now they are threatening me with court if I don't pay £52 with £20 bank fees. Nightmare company.

Okell

osteo said:

tinkafairy said:

Hey folks, this appears to (sadly) be a company that comes up on the consumer forums A LOT. 

Having not been sent goods I ordered, and cancelling them as they had not arrived within time frame (indeed, never arrived) the company failed to refund me - as per the Consumer Rights Act 2015.

Raised a chargeback after no goods and no refund. 

A month afterwards, they are now threatening me and demanding extra fees or I will be taken to court. They then referenced their T&C's which are a masterclass in wrong (citing out of date legsilation plus a lot of incorrect ideas). And adding in their charges if you ask for a refund for either faulty goods or goods that never turned up. 

It is what I think could be described as a masterclass in 'unfair contract terms'. 

I need to share (and if the link does not work, please Google sensory education terms and conditions). 

Some highlights also include charging for a Subject Access Request. 

But some big ones (after incorrectly citing the Sale of Goods Act, which has been replaced by the Consumer Rights Act anyway...)

"Please note performing a charge back is not an acceptable cancellation or escalation process, any charge back undertaken outside of the schemes remit of failure to deliver goods, or damaged goods will incur a charge back processing fee of £75.00 plus VAT plus interest chargeable at 8%

All complaints should be raised in accordance with the sales of goods act or the consumer contract regulations and raised in writing and follow the pre action protocol prior to any chargeback,should a chargeback be raised which is not inline with the terms and conditions we will pursue all legal remedy to recover those funds and legal costs."

Hi Tinkafairy

I would be interested how this ended as I am going through a similar predicament with them. No delivery and no communication until my bank stepped in and issued a refund and now they are threatening me with court if I don't pay £52 with £20 bank fees. Nightmare company.

There is no point in resurrecting a dead thread where the OP hasn't posted for 2 and a half years and never came back with a resolution.

You need to start a new thread.  Reference this one in it if you want to.

That being said, if you are happy that you are in the right on this, I'd just call their bluff and wait for them to sue me.

You only need to be concerned when - or rather I suspect "if" - you receive a genuine claim from the court.

Come back when - or if - you do

marcia_

 Sensory education are an awful company and do this all the time. Friends have had similar issues after getting their bank to do a chargeback and nothing has ever come of it. 

orientfan59

I've had a terrible experience with this company. Non-delivery of goods, no communications whatsoever. I really don't understand how they can still operate. I claimed my payment back from my credit card provider and have also reported them to Trading Standards.

Nappingnapster

https://forums.moneysavingexpert.com/discussion/comment/81921731#Comment_81921731

I to have had a horrible experience with this company well still having as they keep sending me threatening emails demanding money after I performed a charge back on undelivered goods after only 1 of the 2 items I ordered was delivered. They ignored my emails, phone calls, chat bot and complaints form the just sent the same AI responses so went to my bank SE then came back saying the whole amount was charged back this is a lie the bank confirmed it was only the amount for the 1 item. Reported to trading standards but that'll do nothing. So far I've been threatened with a CCJ, the CCBC, reporting me to the NHS, putting it on my credit record and other things! Very stressful.

marcia_

https://forums.moneysavingexpert.com/discussion/comment/81924495#Comment_81924495

they cant get a ccj unless they take you to Court to sue for the money they claim you owe. If the Court grants in their favour, which is unlikely with your evidence, the Court would order it to be paid and then if you failed to pay then they could get a ccj.

They cant out anything on your credit record because you don't have a credit account with them. They don't even offer credit accounts.

Who on earth are they planning on reporting you to in the NHS?

Nappingnapster

They are trying to intimidate me into paying which I'm not doing I don't owe them anything! Saying my reputation with any official body I work for will be in disrepute and they also have link to co-op health or some rubbish I don't work for that kind of organisation anyway! It's all waffle especially as the amount claimed back was under £20! Wish I'd never bothered but then I guess that's what they rely on! They cite all sorts of nonsense like the commercial debts act and adding money on to what I "owe"

Nappingnapster

https://forums.moneysavingexpert.com/discussion/comment/81924714#Comment_81924714

Have you also had dealings with them? I've honestly never known a company like this one.

sheramber

Unique T&C s including

Chargebacks

A chargeback does not constitute a valid method of cancelling an order or resolving a contractual dispute.

Where a customer raises a chargeback outside of their statutory cancellation rights, including under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable, or otherwise raises a chargeback without lawful basis, this will be treated as a breach of contract.

If a chargeback is raised in circumstances amounting to a breach of contract, and we are required to undertake administrative work to respond to the dispute, including providing evidence to the payment provider, courier, or bank, we reserve the right to levy a £25 administration fee per chargeback to cover our costs.

Where a chargeback is initiated, Sensory Education reserves the right to recover all reasonable administrative costs, banking fees, legal costs, and recovery costs incurred in defending the claim and pursuing the debt.

Nappingnapster

https://forums.moneysavingexpert.com/discussion/comment/81924969#Comment_81924969

would a breach of your consumer rights not be deemed a lawful basis?