twoleftfeet - what are my rights?

mtm81

I've been searching for quite some time for a particular product which most other companies did not have in stock and would be on back-order.

Twoleftfeet where showing the product as available and in stock for immediate despatch.

I therefore placed the order and the money was taken..

when the item didn't arrive within a couple of days (as it says on their site it should), I contacted them to be told that the order was in fact not in stock and instead would have to be ordered which could take up to 6 weeks to arrive.

I did a little more searching online and found the product elsewhere and therefore rang twoleftfeet back to cancel my order.

I was advised over the phone that I needed to email in so they had written confirmation of my cancellation.


I duly did that and heard nothing back... I then rang them a couple of days later to be told them had recieved my cancellation email and that I would recieve my refund within 2-3 working days.

It's now five working days with no refund and I've just received an email confirming my request to cancel the order with a note saying that the refund would be processing within 30 days.


I therefore have a couple of questions..
1) - I understand that the 30 day refund thing stems from the distance selling regulations, however that regulation also carries with it some requirements from the seller to complete their side of the contract.

As they have a) - advertised a product incorrectly and b) - given me some flase information regarding the length of time for a refund.. what rights do I have to press for a quicker refund (I am really annoyed they took payment for a item they didn't have)


2) - If they try and hide behind the distance selling regulations, how best can I show them that this does not apply in this case as they have not completed their side of things therefore I am entitled to my refund within the time frame stated by their member of staff?

(P.S - I am aware that they know that this member of staff has quoted that time frame to me, as when I was last on the phone she took my telephone number so she could check the recorded calls to see what was actually said.
)


I don't have a big hang-up with this company so I'm not sure this is the best palce to put this thread, however as I work in the payment processing business and small e-business development I do know that the only thing holding up my refund is the speed with which this company is working - A refund is a two second process within their merchant account and would then hit the buyers account within a max of around 3-4 days.


Therefore to be expected to wait a further 26 days while they get their finger out I don't think is acceptable.

If I had made the order mistake, or was returning goods I would not have a problem, however as this entire situation was caused by their errors I think I deserve better treatment.

what do you guys think?

mtm81

update - during a phone call I made to them morning


- they are now disputing the fact that the lady on the phone said 2-3 days for a refund and instead quoted up to 30 days (I'm 99% certain this was not the case)

The lady I spoke to today said she needed to check the recording and would ring me back within the hour.


As I'm sure you can guess - that ring back never happened so I have just telephoned now.


They are saying that the recording of my call definiately says up to 30 days (which I dispute) - I have therefore asked for a copy of the recording to prove my point. They have said this can take up to 2-3 days to organise!!

I have managed to get hold of the address of the manager of communication/sales for my complaint letter, but as this whole situation had been brought about by their incorrect information on their site I would have thought sorting out my issue would be of a high priority for them...


Overall up to this point - it's a thumbs down for twoleftfeet.co.uk


P.S - One other thing - email communications with them take at least 24 hours to get a reply and getting through via the telephone requires at least a 15 minutes wait on hold.

Not good.

SaraSeahorse

http://www.twoleftfeet.co.uk/info.html

long winded

but their own site says

any cancellation reimbursement due to you will be processed as soon as possible, but in any period not exceeding thirty days from the date of cancellation. This is in accordance with Distance Selling Regulations.

Their info says to cancel by email, fax or writing.



It is of course bad customer service to take the whole 30 days and very annoying they took your money when item was not in stock. Poor show but with all the accounts I have read re this company and my own experience, I come to expect nothing better of them. Two left feet stink!

maplegirl2011

twoleftfeet appeared on watchdog for this very reason

http://www.reviewcentre.com/reviews89234.html