Competitor Advice

[PhillyDee]

A customer returning goods within seven working days is entitled to a full refund and the initial delivery charge, under the Distance Selling Regulations.

http://www.bbc.co.uk/news/10560466

Yup.

Excellent, I didn't know I was entitled to delivery under distance rules. That helps.

Still up to Paypal I guess, but perhaps shoddy competitor will just refund the whole thing.

They HAVE to.

They will probably charge you a restocking fee. I once ordered a psu from a competitor and cancelled as got better from a diff competitior straight away like within a hour or two from order and they charged me £6 for restocking fee the damn xxxxx.

'Restocking fees' are illegal.

You must receive a FULL REFUND. No more, no less. If you had to send it back, then you would be liable for return costs. But only if they state that in their T&C.
Make sure they do not try and charge you the processing fees. Also illegal.

Ignore any pleas about this. Tell them chapter and verse. If no joy, go to trading standards. I might know what company you are talking about, there t&C are illegal.

 

[The Halk]

Well. I'm now certain of my rights. Full refund, including delivery charge. I'm thinking I should just let the Paypal dispute run full course - it has 2 weeks left - and only stop it as soon as I get my full refund including delivery.

I'm also pretty sure that no matter how long it takes, and even if I have to get Consumer Direct in... then there's no room at all for me to impose charges on them. Sadly.

 

[SkeeterUK]

Btw about the OP problem. a lot of couriers withdrew their next day services due to the severe weather. Which is maybe why they couldn't or didn't want to cancel as probs was held up somewhere till weather was better which caused the delay.

Not saying its an excuse but that's what happened to me kinda as bought a guitar amp off ebay and parcelforce stopped collections and a lot of couriers stopped the next day guarantee services etc. Still not got amp yet even tho PF supose to have picked it up other day but an error their end made the driver not go pick it up so still waiting since about 17th dec. The guy is swearing off of PF and just gona take it to Post Office and send that way.

 

[The Halk]

Indeed. It's only reasonable too, due to the weather.

However I booked it for the 20th. They didn't contact me to say it was going to be late, and when I found out it was going to be the 31st I wanted it cancelled or the next day refunded.

I'm not saying it's bad that they couldn't deliver, I'm saying it's bad that they wouldn't cancel the order.

 

[SkeeterUK]

Yeah.

Damn companies, once they have your money they make it frelling hard to get it back.

 

[Dreadi]

Yeah, the delivery thing is understandable due to the weather but to not refund your £10 and even offering next day if they know its not going to possible is just **** on their part!

 

[The Halk]

Yeah.

Damn companies, once they have your money they make it frelling hard to get it back.

The principle matters to me. The tenner doesn't.

What bothers me though is if other people get hit with these restocking fees, and they all have to fight to get it back... and not everybody gets it back, then where's the incentive for companies to do things on the straight and narrow? There needs to be some other kind of way for it to work.

If a company tries something dodgy, and you report it to Consumer Direct there should be some kind of penalty that can be imposed on the company. This would quickly sort things out so that companies would stay away from it.

 

[The Halk]

Well...

Much later and here's what has happened.

Paypal requested the tracking info from the competitor, the competitor supplied it.

The case changed between waiting for me to say I had received it - I didn't so I had nothing to do, to waiting for Paypal, then Paypal again and again.

Meanwhile Parcelforce tracking updates and finally the competitor gets the item back.

PayPal finally make a decision yesterday - They say that I received the item and I need to sort it out with the retailer.

I cannot believe their incompetence.

 

[FNGsam]

Ouch, I swear Paypal is the most useless medium for buying things. They never have a clue and just choose the easier side it seems..

 

[Amnesia]

if you refused delivery, you could be looking at a few weeks before they refund you your money

 

[Castiel]

Well...

Much later and here's what has happened.

Paypal requested the tracking info from the competitor, the competitor supplied it.

The case changed between waiting for me to say I had received it - I didn't so I had nothing to do, to waiting for Paypal, then Paypal again and again.

Meanwhile Parcelforce tracking updates and finally the competitor gets the item back.

PayPal finally make a decision yesterday - They say that I received the item and I need to sort it out with the retailer.

I cannot believe their incompetence.

Paypal is a nightmare, I closed my account years ago. If you have returned the item within 7 days you are entitled to a full discount from the supplier, as I said in my email.

Call them up and chase them.

 

[Amleto]

is paypal linked to debit or CC? I always link to CC, then I can just ask them to chase things like this up for me.

 

[The Halk]

They replied to my email with a very short response -

I have reviewed the case and can confirm that it was closed in seller's
favour on January 17, 2011 as we have confirmed that the item has been
delivered at your address. As you have received the item, no refund has
been issued.

Grr! I'm going to phone them and try not to explode.

 

[Deleted member 651465]

I'm probably partly to blame here as I ordered the last Fractal R3 on the 18th

 

[The Halk]

Haha!

I got one from OcUK, and it's great!

I've just got off the phone with the poor people at Paypal who had to suffer my barely restrained bile. Some poor manager guy is now going to write an explanation of what I've said in the hope that when they review things for the third time they spot that it wasn't actually delivered.

At least what this does show is that Paypal don't just mindlessly support the buyer. In this case they've leapt to conclusions.

 

[LSEdwards]

Haha!

I got one from OcUK, and it's great!

I've just got off the phone with the poor people at Paypal who had to suffer my barely restrained bile. Some poor manager guy is now going to write an explanation of what I've said in the hope that when they review things for the third time they spot that it wasn't actually delivered.

At least what this does show is that Paypal don't just mindlessly support the buyer. In this case they've leapt to conclusions.

Can you do a charge-back on your credit card, i.e. is Paypal taking money from your card?

If your card is with a reputable bank with good customer services they should be able to help if Paypal don't sort it out.

Also, write a polite letter to the MD of the supplier asking them to sort it out for you. If they don't, plaster your story all over the internet.

The inability of Parcelforce to deliver over Christmas is not entirely the supplier's fault, but they should definitely have canceled your order before shipping so it seems to be their liability to cover the cost.

 

[The Halk]

The money was long gone, and it was done by visa debit. The amount was under £100 anyway (£90) so it's much more difficult to do a charge back.

I'd much rather sort it with Paypal. The card is with the bank I work for, and if I really wanted I'd get someone to do a chargeback on it, but I'd consider that a bit dodgy.

I'm not dealing with the supplier, they were awful.

I now think that it should be impossible for Paypal to make the same mistake for a third time. The manager I got should have left a long "Get it right" message on the file.

 

[LSEdwards]

The money was long gone, and it was done by visa debit. The amount was under £100 anyway (£90) so it's much more difficult to do a charge back.

I'd much rather sort it with Paypal. The card is with the bank I work for, and if I really wanted I'd get someone to do a chargeback on it, but I'd consider that a bit dodgy.

I'm not dealing with the supplier, they were awful.

I now think that it should be impossible for Paypal to make the same mistake for a third time. The manager I got should have left a long "Get it right" message on the file.

OK, cool. Best of luck with PayPal, persistence must prevail!

 

[The Halk]

So... Paypal haven't responded.

But after getting back to the competitor to ask where the refund they promised is... they got back to say they paid me. I got back to say no you didn't. They got back to say whoops.

And they've refunded me the item price but not the delivery cost.

I'm right in thinking that breaks the DSR?

 

[Burnsy2023]

Yes.