Refund… is this a scam?

[DollyDaydream55]

I have cervical osteoarthritis/spondylosis. My recent MRI showed it is degenerating (obviously) and is now involving all of my C1-7 vertebrae and T1-3. So, it’s worse in the past 2 yrs after a previous scan. It’s really painful as I feel like my neck/upper back is incapable of holding my head up; I’d love to remove it at the end of the day for a rest.

I’ve spent £££ on pillows and recently tried a latex one. It was a good deal, a British company with an address in Kington, Herefordshire. I bought it on their 30 day trial offer. It’s very poor quality and unsuitable so, I contacted them and tried to arrange return within just a few days. It was £53.00.

Yesterday, I received an email saying “please return it via tracked mail to …. Thailand”. I queried it and they said the Herefordshire office is purely for admin and all returns need to go to Thailand. I explained that the shipping to Thailand, plus a £15.00 admin charge, means no actual refund would be due. They’ve said this is non-negotiable.

I’m quite upset. There’s nothing I can do, is there?

@Vegrocks - it’s costing £15 PLUS the return costs to Thailand.

Probably not. But if this company is based in Thailand, there is very little that Trading Standards or other British authorities can do.

@DollyDaydream55 I can't find your company listed on companies house - there is nothing registered to the address 3 Sutton Walls Grove, Kington HR5 3GH. It doesn't look like a service address - but I think its highly unlikely that anyone connected to the website lives there.

Which.co.uk have this tool here, which you put in your details and how you paid and it will tell you what methods are open to you for claiming the money back...

www.which.co.uk/tool/section-75-and-chargeback

If I were you, I would send your pillow back, recorded delivery, to the UK address. And then use that as evidence that you have returned the product as per the Ts and Cs. And see if you can get a charge back...

I am not sure their Ts and Cs are legal (it says Full Refund on the website but then it also says there is a processing fee and doesn't mention anything about a defective product which is what you have), so you could also report to Trading Standards via Citizens Advice, but I don't think they are massively interested in scams like this....

The lesson I have learned is to only buy things online from real shops I can return stuff to. 😠

I live in Kington, Herefordshire. There is a company on Bridge Street that is a ghost mail company, lots of companies can use it as their 'address' and they'll process correspondence and forward it on so the company in question can keep their address hidden. This was what I assumed it was when I saw Kington was mentioned so I'm confused about the other address stated.

I've been caught out by companies like these. They advertise that they are UK based, however this just means that they have someone based in the UK, who receives the order, then orders the item from abroad. This lulls you into a false sense of security because you think its from somewhere in the UK, you end up with a 6 week wait for shoddy goods that you don't bother sending back because it costs you too much.
I bought some slip on sandals from a company on Instagram. They were advertised as Cork based, suede upper, suede insole. When they eventually arrived at the end of the summer, about 8 weeks after I'd ordered them ( I'd actually forgotten about them) ,they were faux, thin suede,and the base was plastic with a cork effect sticker on it. And they were from Korea!Would have cost too much to return, I've never worn them, and the shoddy company are laughing! My DD had the same experience with a watch and a pair of trousers.

And she's been offered one but the postage wipes it out. I don't think the admin fee is lawful though

Without seeing the T&Cs it's impossible to say if it's legally a scam but I'd imagine they rely on most people not returning the goods. Im assuming it was as described, so not faulty, just unsuitable. Your medical diagnosis isn't really relevant here.
Stick it on Ebay or FB market place and cut your losses.

Brilliant detective work!

Hi, i’ve just seen your comment about sofaguards.com
Unfortunately they are trying not to give me a refund despite me complying with all their ts and cs online, only having received it a fee days ago, and the item still actually being in its original packaging. It looked awful through the bag and not like what was on the website so I didnt even take it out. Can you please send me the details you discovered so I may seek the refund I am due?
Many thanks in advance!
Sarah

Hi Sarah, my advice to you would be to return the cover to the company's registered address on Companies House. Use the proof of postage to submit a credit card charge back. Don't try and do the charge back without proof of postage as you need to show you complied with the Ts & Cs to return the product.

Your return won't be accepted and it will come back to you but that's neither here nor there as long as you get your money back.

https://find-and-update.company-information.service.gov.uk/company/12793568