to expect a speedy refund?

(23 Posts)
Ellellie Mon 11-Mar-13 13:10:07

I accidentally ordered the wrong car seat online from a company in Sheffield. I cancelled via email within the hour.

It has now been a month and no sign of the money!

The company has taken my number on three occasions promising a ring back but I've heard nothing. I've emailed and received no reply. I posted on their Facebook site and they claim they haven't received the emails!

Getting really annoyed with it now. It was my mistake to order the wrong car seat in the first place, but surely it can't take this long in this day and age to process a refund?!

JengaBlock Mon 11-Mar-13 13:13:18

When did you order/cancel?

JengaBlock Mon 11-Mar-13 13:13:36

Sorry, just retread! No, ya nbu!

Ellellie Mon 11-Mar-13 13:15:35

The reply to my Facebook post was less than apologetic. They are making it out like its my fault in the first place for ordering the wrong seat.

HarryTheHungryHippo Mon 11-Mar-13 13:15:46

Yadnbu
Could you not go to the bank and get the money back that way?

MisselthwaiteManor Mon 11-Mar-13 13:18:36

How did you pay? Paypal or card? You can do a chargeback either way.

Ellellie Mon 11-Mar-13 13:25:14

I paid by debit card, which I assumed you don't have the same protection for this kind of thing like a credit card?

MisselthwaiteManor Mon 11-Mar-13 13:28:19

You can do a chargeback with a debit card. There's some advice here

MrsKeithRichards Mon 11-Mar-13 13:32:11

You can do a debit card charge back, it's just a bit slower.

Phone them, tell them they have 3 days for the money to be refunded or that's what you'll be doing. Or just stop speaking to them and do the chargeback.

Visa dont' take kindly to it. We had to a one after a massive cock up from a car parts company, to the tune of £1345. They were faffing and faffing and giving me every excuse under the sun for not refunding.

We got our money back, really quickly. A couple of months later I checked their site and they weren't taking credit card payments any more. Whether Visa had bumped them as a merchant or they just decided to stop taking them so they could get away with ripping people off I don't know. they were on Watchdog about a year later but are trading again under yet another new name.

HorribleMother Mon 11-Mar-13 13:38:02

no, debit card protection is poor.
Small claims court, I fear.

helenthemadex Mon 11-Mar-13 14:04:57

I would make one more call, and speak to a manager and tell them that you will be doing a chargeback if the money is not in your account within two days

WileyRoadRunner Mon 11-Mar-13 14:27:07

Yes write to them, set out what has happened, tell them they have 10 days to issue a full refund or you will be issuing a small claims court summons. You will have the money returned promptly.

Ellellie Mon 11-Mar-13 17:06:26

I've sent an email to consumer direct. I emailed the shop this morning and I still haven't heard anything, again!

Thanks for the charge back information, I'll have a look at that tonight thanks

MisselthwaiteManor Tue 12-Mar-13 05:27:51

Have they got a phone number on their website? It's too easy for them to ignore an email, I'd phone.

I'm pretty sure the distance selling regulations gives you 7 days to cancel for whatever reason you like so within an hour should have been fine for whatever the hell the reason was.

I'd be looking up the distance selling regs, quoting them at them on their Facebook wall and saying that unless the money I'd in your account in the next 48 hours you will be doing a charge back.

Ellellie Tue 12-Mar-13 11:31:57

I'm wanting to do everything through email now because I don't trust them as far as I can throw them for following through on anything said over the phone!

They have just emailed saying that they received my cancellation the day after I sent it and processed it the day after that, so 30 days runs out on Thursday. The distance selling regs gives them (not exceeding 30 days) from the date of my cancellation. So yesterday or today depending on I you count a Sunday evening as a day.

They then told me try don't have my card details, apparently their system just automatically processes refunds? How does that work? When this happens on a return in store, they take the car you paid on and refund tr money. It only takes days to go back in. How does it take them 30 days?!

Ellellie Tue 12-Mar-13 11:32:32

Sorry for typos, I'm on iPhone and have typing rage! angry

Ellellie Tue 12-Mar-13 11:55:46

And now they are completely ignoring the fact their time scales are wrong!

[head-brickwall]

MisselthwaiteManor Tue 12-Mar-13 12:03:58

They sound like a nightmare, what's the company called? I wouldn't get into an argument about dates or details, keep asking for a refund and don't aknowledge anything else they say. Have you told them you're doing a chargeback?

Ellellie Tue 12-Mar-13 12:42:26

It's a company called Ankle Biters from Sheffield.

I feel like I'm banging my head against a brick wall. They are doing nothing to assure me that they are looking into it. I've asked questions in my email but they have just been ignored. I'll have to look at putting the charge back in tomorrow when I get chance to go to the bank (as well as wrangling a 1 year old!) Although, the charge back option doesn't fill me with confidence as some people have problems getting the bank to do it and I've had problems with my bank in the past when it comes to doing anything other than take my bloody money!!

oopnorthlass Wed 24-Jul-13 12:48:17

Ellellie did you ever get this sorted? I really hope so, just spotted on another forum that the shop has now closed. sad

LessMissAbs Wed 24-Jul-13 12:52:29

Stop pfaffing around with emails and send them a recorded delivery letter.

farrowandbawl Wed 24-Jul-13 14:04:05

I've had to register to tell you this.

From the looks of it they've gone bust. Sorry.

ssheffield forum

It does look as though payment made by card can be refunded but they don't have the best reputation at the moment. It's not just you by the looks of it either.

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