What should I do?

Question

I bought an item online but cancelled it before dispatch and this was confirmed.
Now I see on my bank statement that I've been charged for the item. I've e-mailed them stating I want my money back but they are ignoring me.
So should I say I will be contacting my Lawyer or contacting Trading Standards.

Thanks for all the responses. The only phone number they have is for sales. They keep telling me this is an accounts problem and I can only contact them by e-mail.

Richi, that was a great answer but there's no link.

Answer 1

If you paid by credit card - then it can take upto 14 days before it is credited back to your account. Actually ring them up and ask to speak to a manager. Keep copies of all the emails you have already sent - including the confirmation that the order was cancelled.

If they don't respond and credit your bank account back then you can go to the Trading Standards - I doubt if a lawyer would get involved unless it was a large amount of money.

Answer 2

Contact the company with the reference number for the cancellation if they do not then go to the next level. Ask for a supervisor if you still have no satisfaction begin contacting Trading Standards, the Better Business Bureau (if you have one), there are all kinds of organizations that will help you get this resolved. If all that fails call the lawyer and let him handle it for you. Sometimes the legal route costs a lot more than the product but if the principle of the matter is more important to you then go that route.

Answer 3

Both. Tell them that your lawyer will be contacting the Trade Commission. That should get you somehwere. If you are calling, don't get off the phone until you are speaking with a supervisor. Make sure you get names and log the conversation (date, time, names, content). The more information that you have, the better. I would contact the Better Business Bureau too and let them know how their customers are treated. Be loud and be heard.

Answer 4

You can say whatever you want.
You've provided too little information here. Did you receive the item? Did you return it? How did you notify the seller? Do you know whether the seller received the cancellation notice before the item was shipped? Does the company have a policy regarding cancellations?
Unless it's an expensive item, a lawyer probably won't get involved.

Answer 5

If you bought an item online with a card, you can use the Credit Cosumer Act to ask your bank for the money back. As the contract you entered into was with the bank for them to pay the company the agreed amount for services rendered.

If you pop into your bank they will do this for you

Answer 6

The first step to resolving a dispute is to contact the other party. I suggest you do so in writing.

"The only phone number they have is for sales. They keep telling me this is an accounts problem and I can only contact them by e-mail." - So? Contact them by e-mail then. Gives you a nice conversation trail.

Answer 7

Try to contact them again. They may be legit but slow to react. Sometimes takes a couple months for a refund to show up.

And if possible call them and talk to a living human instead of an email contact. Record the conversation, and demand (politely) a refund ASAP.

Answer 8

First you need to check the small print that the company publishes about their refund policy. Print this out and keep.

Second, you need to telephone the company and ask to speak to the head of the customer complaints department.

If you get through to this person, take his or her name, and the address of the complaints department.

If the head of complaints asks you what is the problem, reply that you are not prepared to discuss it verbally, but insist on written communication.

Then, if you are in the UK, visit the link I include.

Scan through it until you find the part you need.
Print it out and keep.

Write out a draft letter of your complaint.

Write a letter to the named head of customer complaints, giving detail of what has happened so far. Include as much info' as possible. Also include how upset, disgusted and distressed you have been by this whole experience. Make your complaint as precise and clear, polite and confident as you can. Write that you want a full refund and that you give the company exactly one week to reply in writing to you. Also state that you will only communicate with them by letter.

Keep a copy of your letter. Remember to date everything.

Send it off and good luck to you.

Wait a week.

If you have not heard back from them in writing - (if they call to discuss the matter, refuse, and inform them again that you will only deal with written communication) - then you write to the head of customer complaints again, adding the complaint of them ignoring you to the original complaints, and quote that under the Supply of Goods and Services Act 1982 you are now seeking legal advice from your solicitor - (You don't actually have to have a solicitor. This company doesn't need to know that bit.) - for the claim of a full refund, and also compensation for the upset and distress that their actions have caused you.

Give them one more week to write to you telling you how they plan to refund you and put things right.

Again, keep a copy of this letter.

You should hear back from them very soon, with full refund and a gesture of customer compensation of some kind.

If they still refuse to write to you, then the choice to seek legal advice is yours. But please do consider any costs that this may involve.

Good luck with it.

Answer 9

Don't threaten them do it let's get these dodgy companies off the internet. I ordered software advertised at £9-99 and as soon as I entered my card details they took $96-40. They were not even advertised as an American company. My bank told me to write to their credit card section which I did immediately, still waiting for response. Motto seems to be, don't buy over the internet.

Answer 10

Show the bank your cancellation confirmation and have them do a charge back for your money.