About online purchase that hasn’t arrived

[OhDearWhyHasThisHappened]

Very sorry posting here for traffic as I don’t know what to do

About a month ago I ordered an expensive item of clothing for my son’s birthday. It was a tracksuit (a couple of hundred pounds). The item hasn’t arrived but the money was taken from my account as soon as I checked out. I paid with a debit card.

The item has not arrived and I have sent countless emails and made many phone calls but have just been ignored. I have been told as I didn’t pay on a credit card the bank won’t recoup my money.

I’m really upset and wondered if anyone else had a similar experience or any advice.

Thank you

Did you buy it from a dodgy website?

You may still be able to chargeback but there is a time limit. Contact your bank. Was the company legitimate?

A valuable lesson I suspect on checking out websites and using a credit card for big purchases.

Without further detail, I don’t think anyone can give advice.

"I have been told as I didn’t pay on a credit card the bank won’t recoup my money."

Not true. Get onto your back and request a chargeback. If you have made repeated attempts to contact the retailer you will almost certainly get your money back.

I bought it from TrapStar, I thought they were legit

Banks absolutely can do charge backing a debit card.

@UrAWizHarry

"I have been told as I didn’t pay on a credit card the bank won’t recoup my money."

Not true. Get onto your back and request a chargeback. If you have made repeated attempts to contact the retailer you will almost certainly get your money back.

That’s good to know thank you

Have you seen their trust pilot reviews? Looks like a few people in similar position, I don't know if there's a way of asking for advice there?

Personally if the bank won't help I would send a letter before action and issue small claims court proceedings.

But check first on companies house that the company is still trading and has filed accounts etc (assuming it's a Limited company of course). Also check there is a physical address and not a PO Box if you need to send in bailiffs.

I'm with Nationwide and needed to do a chargeback for something that didn't arrive. Paid on debit card. Had to submit all the evidence to prove I had tried to sort it out myself (screen shots of all the emails I had sent). Nationwide were great and money was back in my account within a few weeks. What bank/building society are you with?

Ah, just checked and if it's the one I think it is, there is a proposal to strike the company off at CH. So you may well be out of luck. Hopefully your bank can help.

I bought some hats from trapStar and had no problems. Maybe it’s because they are off the shelf items and the track suit is made to order? Hope you get it sorted