online order never arrived

JeffMinter

It's been over a month now, ordered at end of November (!), repeated emails asking for a refund, no answer. How do I go about claiming back my money - do I ask my bank to do a reverse charge on my card, or if taking it through the small claims court, what's the proper procedure?

KILL_BILL

you need to provide further details of the item in question and where you ordered from

have you reciveed a comfirmation email/something in writing relating to the order in question ?

JeffMinter

It was a bundle of items, totalling £150.

Received the confirmation email after making the order, and the subsequent automated email stating it was shipped, which was still at the end of Nov.

The emails I sent enquiring about the order since (just before Christmas and all through January) have not been answered.

hollydays

If you were preared to name the company ,someone might be able to shed some light on it -or try searching for their name on this site first.

Ginger_Tiger_Lily

Firstly, I would write to the merchant (not email & get it sent recorded) advising that…
They debited your account with £***.** on the DD/MM/YY and the goods have not arrived. Detail that you have sent # of emails of which you have received no reply and that you require a full refund.

Secondly, I would then write to your card issuer, again explaining your situation enclosing a copy of the letter, copy of proof of postage of the letter, and copies of the emails. Mention that as the goods are over £100.000 and a penny you would be grateful for any assistance they may offer under the consumer credit act.

This is getting on in time and so I should do this ASAP as the banks only have so many days to act. (The above will may not apply to debit cards.)

Good luck, hope this helps.

JeffMinter

Done all the above, unfortunately I used a debit card so a chargeback can't be used.

Sent another email to them and still had no reply, despite speedily answering my queries before ordering. Can I take this up with the small claims court, and what must I do to start the process?

pinkshoes

Don't email them, WRITE!! Send it recorded delivery, and tell them you want a refund within 5 working days from receipt of letter.

Are you going to name this company?? Are you sure you didn't order the stuff from a bogus website?