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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Over 3 months for a refund from Two Left Feet!!

74 replies

Charsis · 24/01/2009 22:55

Anyone else had a hard time dealing with the company Two Left Feet?
I ordered a highchair from them in October which arrived no problem, however, it was faulty (wooden highchair, varnish peeling off) so wanted to exchange it. Two Left feet will not deal with after-sales over the phone. You MUST email them, and then they say they will respond within 3 days...
They did respond eventually and arranged to replace faulty chair, which they did no problem. However.... chair had same fault as first chair so had to email AGAIN. After long wait and then many emails back and forth (could have done it all in one 5 min phonecall) arranged for another replacemant but different brand as put off by faults. New chair supposed to arrive 11th December. Never did. Waited in all day. Tried to call Two Left Feet to see if chair coming, told to email. Emailed. No reply for a week. One word email:"Sorry". No date for new chair, no date for collection of faulty chair.
To cut a long story short: still have faulty chair here waiting for collection, no date for that. Emailed and asked for refund as dont want to deal with this company any longer, got email acknowleging request but nothing in bank yet.
Now over 3 months since original order was made and am so frustrated!!!

OP posts:

IdrisTheDragon · 24/01/2009 22:56

There have been many threads on here about poor service from Two Left Feet

sorrento · 24/01/2009 22:59

Did you pay by credit card ?
If not start small claims proceedings against them it's the only way you'll get your money back.
Have a look on the products boards, so many people have had problems with them.
Oh and write to the manufacture of the highchair, not to get a refund but so they won't supply to TLF, I do not know how Richard Bone sleeps at night.

Lindax · 24/01/2009 23:05

the last (and I mean last) time I dealt with them it took 6 weeks to get money back after they eventually agreed to refund - so you should get your money back around early March!

If you search the internet (as I did after my fiasco with them, you'll find lots of warnings not to deal with them).

dangfando · 24/01/2009 23:28

I never did get my money back off them. I ordered a buggy that never arrived. I had used a CC though and got my money back from them. Did you use a CC? If you did then you need to get on to them.

ScottishMummy · 24/01/2009 23:56

Look at TLF disgruntled customers scroll down,many -have gone for small claim court

they delivered me a broken and battered nursing chair.had to send a solicitor letter to get refund

SAMS73 · 25/01/2009 00:16

It is an awful company and I ordered a pram in July and a car seat and this didnot arrive for 4 months and after several hours on the phone you get to speak to someone and there will be no response to any of the emails.,I also found out about them after our fiasco .Infact we threatened that we will take this to trading standardsagendcy and write to TV for intermnet fraud.The buggy did arrive after 5 months , which I returned but got paid by mycc company.

sorrento · 25/01/2009 11:11

Another thing worth noting is that they have a 20% off deal at the moment which is quite good, but before anyone is tempted take the a screen shot to John Lewis and they will price match and you will actually get the goods.

sorrento · 25/01/2009 11:11

ScottishMummy · 25/01/2009 18:09

oh,that is a good tip.how does it work?print out the TLF price and JL match.is it that easy?

sorrento · 25/01/2009 19:06

I believe it is that simple, if they say "oh no that's an online business" then point out they have a store too.

ScottishMummy · 25/01/2009 19:09

ok.good tip.thank you

CoteDAzur · 25/01/2009 19:10

Two Left Feet are evil!

Lulumama · 25/01/2009 19:12

i am amazed this company is still going, their have been umpteen threads on here about poor service and long waits for delivery and refunds, i thikn they were the subject of a Watchdog investigation too.

what a shame unsuspecting people are still being given such poor , poor 'service'

ScottishMummy · 25/01/2009 19:13

yes!felt a total schmuck ordering without googling them first.shocking conduct.they used to trade as two right feet went bust and now trade as TLF

SAMS73 · 25/01/2009 23:05

Cant agree more. Someone should do something to make sure that they dont trade.

theressomethingaboutmarie · 26/01/2009 12:28

Oh did i ever!! We ordered a Quinny Zap from them as it is one the lightest and most compact pushchairs on the market. We'd ordered it as we were travelling abroad with our 10 month old. I ordered it and it arrived very quickly but broke (wouldn't clip into place) within a week. I contacted them via email about getting it repaired and heard nothing. I tried to call and still nothing.

I ended up emailing Quinny directly and telling them how narked off I was with TLF. Funnily enough, TLF contacted me within hours of my email to Quinny and arranged a collection and repair very quickly.

yummybrummiemummy · 03/02/2009 11:31

I finally got a refund from this lot after 4 and a half months of wasted emails and phonecalls. I even received an email 'apology' from their customer services director! This was probably because I wrote to many of their main suppliers detailing my issue and in turn they put pressure on TLF. I think it's a good idea to make as much noise as possible on this! I've also emailed Watchdog and the local BBC radio station consumer show in their area).

Most important, you have to send them your intention to cancel in writing stating the distance selling regulations. Make sure you tell them how long your particular refund is outstanding and that they are in breach of the distance selling regulations which is 30 days if it is more than this. Use the template as follows...
www.consumerdirect.gov.uk/after_you_buy/making-complaint/template-letters/dsr_letter

Goo d luck!

ema100 · 07/02/2009 09:28

Trading Standards now going to deal with my order that has not been delivered and the fact that they ignore all correspondence. I just hope we get our money back as baby due in a week and I no have to fork out for another stroller and car seat! Also have contacted Watchdog as getting desperate.

Hulababy · 07/02/2009 09:41

You need to contact the MD of TLF feet directly - a search on pat MN threads about this copany should bring it up.

They are awful adn I would never use them again. Took weeks and weeks for our refund and that was a few years back now.

JoandMax · 07/02/2009 10:14

Awful awful company!! We took them to small claims to get our money back in the end as no refund in over 3 months. I could kick myself for not googling them first but I placed my order when LO was only a week old so was on another planet...... still am really but hey ho!

gwenny740 · 07/02/2009 14:34

Argghhh! Just seen this thread and I'm waiting for a car seat to arrive from them. I ordered it on the 3rd Jan and heard nothing despite e-mails to them. What irritates me most is that my credit card payment was taken off the day I ordered it and a month later and STILL nothing. I only ordered it from them as it was £20 cheaper than other sites - wish I hadn't bothered now!

ema100 · 09/02/2009 13:27

I went through Consumer Direct first as they have broken the Distance Selling Law 2000 if they go over 30 days without re-negotiating another delivery time with you. They advised me of the type of letter to send which I did still no response so they are handing over to T.S. Trouble is I need the money back to fund my new car seat & pushchair. But it's not looking like I'm going to get it in the near future. It's such false and misleading info on the web site to lure you in!!

Honster2 · 14/02/2009 11:06

I have had absolutely the same experience and would recommend everyone to NEVER use this company. I ordered a phil and teds sleeping bag well before christmas, which had still not been dispatched 30 days later. I consequently cancelled the order and have still not received my refund. E-mails are not responded to, and the sales department refuse to deal with after-sales queries. Utterly appalling, bordering on fraudulent.

twinsdue · 28/02/2009 18:57

Same story from me - they owe me over £500 which should have been paid by 11 December.
I actually cancelled my order the day after I ordering it because the estimated delivery time was so long - they acknowledged my cancellation by email - apologised a month later when my refund still hadn't been actioned - and despite numerous emails since I have heard nothing!.
So today I put in a claim via money claim online. Its cost me £60...fingers crossed I get it all back!!

Rindercella · 28/02/2009 19:07

Would not buy a single cotton bud from this company. They are a sham. God alone knows how they are still trading

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