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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:

ScottishMummy · 28/02/2009 19:13

scroll down numerous complaints about TLF they are scandalous.i threatened solicitor letter to get a refund.others have gone to small claims to get money back
they never answer customer care line,so call on sales they pick up sharpish there

galen · 01/03/2009 13:03

Oh gosh. I had similar with them a year or so ago. ordered a pushchair from them ,then 5 days later ( although website said delivery within 3 days!)When Id heard nothing I rang them. Told it would be another 7 days - told them I wasnt best pleased as I needed it in a hurry which is why I ordred one that said 3 days - but said OK. 10 days later - still nothing. rang agin. Told theyd look into it for me. 3 days later got an email saying that particular pushchair was unavailabele - did I want to pick a different one? Told them NO I wanted my money back as fed up of waiting for non existent buggy. They then said I would get a refund in up to 28 days (was REALLY annoyed theyd taken my money for a buggy they never had and were now going to make me wait 28 days to get money back)......
6 MONTHS later still no refund!!! Lots of emails and phonecalls later I told them i was taking the matter to trading standards. Surprisingly refund arrived next day!

Wish I'd known about them before I ordered. Something REALLY should be done about them. Feel sorry for all the people still being taken in by them

LoubyLoubyLouLa · 01/03/2009 14:45

The people running this company are bloody crooks - don't be suprised if you don't get your money back for another 3 months.

The only way I got my money back was to go to their store in Bedford and shout and scream about their service in view of other customers on a busy Saturday.

My friend (after me pleading with her not to order from them) was 2 weeks from giving birth and nothing had arrived - she contacted the cot company (that 2 left feet should have ordered from) and they hadn't even placed her order, 3 months after she had paid for it! Luckily she paid on credit card so she cancelled the order and recouped the money from her bank in 3 days.

This company have been on Watchdog several times and I cannot believe that they are still in business.

CROOKS, CROOKS, CROOKS...

LoubyLoubyLouLa · 02/03/2009 19:50

TWO LEFT FEET ON WATCHDOG NOW!!!!!!

2nd March 2009

moonweazel · 02/03/2009 19:51

This company were mentioned on watchdog tonight. Might be an idea to check out the watchdog website.

lizziemun · 02/03/2009 19:57

here

Sassybeast · 02/03/2009 19:58

Yep - definately check out Watchdog - they have a specific email addy for complaints about 2 left feet which I tried to scribble down but missed! Crap company!

lexilou · 02/03/2009 20:08

This company should be given the widest berth. I went into the bedford shop on friday to look for a buggy, they had a 2007 maclaren xlr in the sale section for £92 - latest model costs £245 - next to it was a 2007 maclaren techno with no price - current model costs £195. Both were unused and I assumed the techno would be about £70 as lower spec than the xlr (have sad buggy fetish).

Asked the girl, she tapped away on her computer for a bit then said £145 - I asked how can it be more than the higher spec buggy? Oh oh how much is that then? £92? oh ok well the techno will be £90 then! Eh eh eh?? They obviously make it up as they go along. Did not feed my buggy fetish there.

DorisIsAPinkDragon · 02/03/2009 20:18

sassybeast it was something like [email protected]. I would imagine that all those emailing that address ( and copying to watchdog) would be dealt with as a matter of priority ( or maybe that's just me thinking they might do what they can to be seen to be good on tv)

lancasterkaren · 09/03/2009 13:05

I am waiting on a refund for the Fresco Bloom Highchair... I have cc Watchdog into all my emails. I have yet to hear back from Two Left Feet. I am starting a dispute now with Paypal to chase them but will keep you posted.

2point4pets · 25/03/2009 14:42

I am also waiting on a refund of £100 or so from them for a pushchair part that never appeared. I kindly got a cheque from them last week which has just been bounced by my bank - great.
On a better note, I ordered a new pram from Kiddicare on Sunday night, and it was delivered on Tuesday - now that's service!

I do not expect to see my £100 again, and I am counting myself lucky that was all it was as their website looked very enticing.
I feel really sorry for people who have spent a lot of money there, as it looks like the company has wound up - no web page any more. I suspect we will be at the end of a looong list of people wanting money from them.
Does anyone know how to go about getting a refund from credit cards? Do you contact your bank directly?

doobry · 25/03/2009 14:45

Phone your cc company and they will tell you what to do. Normally fill in a form and provide some evidence.

2point4pets · 25/03/2009 14:55

www.moneysavingexpert.com/shopping/section75-protect-your-purchases

This is off Martin Lewis' site, he is excellent. Luckily enough I paid by credit card, so hopefully it will be straightforward. This is his advice:
I would assume as the site is now down that they have gone bust.

To make a claim, you need to contact your credit card company, not visa or mastercard or amex, e.g. if you?ve got a Egg Mastercard, you claim from Egg not mastercard. Yet the experience can be slightly different depending on the scenario:

If the retailer/supplier has gone bust

Here it is quite clear cut, you can?t go to anyone else so the only option is to claim off the credit card company. Call it up and politely explain what you?re doing, do ensure you invoke the rules though, actually say ?I am making a claim under Section 75 of the Consumer Credit Act?. It should then send you a claim form in the post.

Sometimes the card company will tell you it will try and reclaim the cash from the company in administration. You can simply answer, ?great news, I wish you the best of luck. However you are completely liable for my goods yourself, and I would like the full amount I?m entitled to please, regardless of that claim.?

Hope that is useful to someone - I now have had my baby, but have been trying to get the product, then refund from this company since I was 4 months pregnant!!! I know how stressful it is. They should have been stopped from trading months ago.

LIZS · 25/03/2009 14:59

Trouble is, if they are in receivership there is a real risk that you won't get either the orders or the refunds Customers are usually last in the line of creditors. CC refunds are probably a better bet

Sorrento · 26/03/2009 19:58

Absolutely bastards, I may still have Richard Bones home address from when he tried to sue me if anyone has a particularly big husband they'd like to send around.

nanny2b · 27/03/2009 09:35

Hi sorrento, My daughter is owed around £700 from these rouges. We actually paid them a visit last friday. After 2hrs of telling all their customers not to touch them with a barge pole we were finally given a cheque; Surprise surprise, the cheque bounced on tuesday. My daughter has no chance of a card refund as she paid with maestro. I would love his address if you still have it.

MegBusset · 27/03/2009 09:57

For those who paid by debit card, there are certain circumstances in which you can apply for a refund -- the BBC has some info on it here.

4real · 27/03/2009 10:56

I've had mostly good service from Two Left Feet over the years & it's a great shame there are difficulties. I, too, would be unhappy if my last order hadn?t been fulfilled but I am commenting here as I am concerned about some of postings I?ve just read. To encourage (reference to big burly husband) threatening or intimidating behavior towards Mr. Bone and his young family seems, to me, to be inciting violence when the whole ethics of a "mum to be" should be caring for children (whose ever they are)? all children are innocent & we, as mums, should do whatever we can to ensure that none come to harm.

poorbuthappy · 27/03/2009 11:37

Sorrento · 27/03/2009 11:37

Hi Mrs Bone (4real),

I am sure none of us would lower ourselves to Mr Bones standards, I am one of the other retailers that Mr Bone used to regularly call up and threaten with legal action for daring to sell the same products as him and can tell everyone on here what a nasty piece of work he is.
This insolvency will have been carefully orchestrated and he will have ensured by putting tempting 20% off deals on the front page for the last 4 months to have taken as much of peoples money as possible knowing the credit card companies, not him will be repaying it. Of course that means each and every one of us in interest, annual fees etc instead of that turd.

Having a young family himself I genuinely do not know how he can sleep at night.

Should he pop up again in business I shall make a point of ensuring that every forum I post of knows it's him.

Sorrento · 27/03/2009 11:40

Nanny2b - writing a cheque you know you can't honor is a criminal offense and as it's over £500 the police will be obliged to deal with it, please, please take it to your local station and register a complaint.

4real · 28/03/2009 12:25

Hello Sorrento.
I'm afraid you really have it wrong... I'm not Mrs Bone, just someone well-meaning but disturbed by the attitude you showed in your earlier posting.
I'm new to blogging & can see that it's not always wise to continue 'discussions' so will only add that, in your reply, you're sadly admitting that you're actually a disgruntled competitor from the past.
Rather than putting so much energy into some sort of personal vendetta (which does appear to be inciting aggression), perhaps you could just nurture your more altruistic side and ?move on?.
Best Wishes.

littlelamb · 28/03/2009 12:39

'you're sadly admitting that you're actually a disgruntled competitor from the past.'
sorry, but lol
Nice try 4real

trixymalixy · 28/03/2009 12:40

They've definitely gone bust. There's a message on their website www.twoleftfeet.co.uk.

Can I just snort at the bit that says they have run the company with honesty.

Sorrento · 28/03/2009 14:52

The thing is Mrs Bone, I'm still in business so who's having the last laugh, anywhere, any time that nasty, rude, thief turns up in business I shall make it my business to warn people not to buy from him and he's made it so so easy by being so damn greedy.

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