Buying Online


New Regulations have introduced greater consumer protection measures for the increasing number of people buying online and by mail order. Although the practice is still not without its problems due to the anonymity of the web and the regularity of card fraud.

The purchase of goods and services over the internet, by phone or by mail order generally is subject to the same consumer rights as if you had bought the item on the high street. However because you have not been physically face to face with the supplier, these types of purchases are also subject to the Distance Selling Regulations. If you have met the seller at any point (such as to test drive or agree the sale of a car), or if it is with a shop which doesn’t make a habit of selling in this way, you won’t be covered and should look to Sale of Goods legislation instead.

The supplier’s obligations

If you’ve ever ordered a product or commissioned a service over the internet, via email or by phone, then you are doing so under a Distance Selling contract. The supplier must provide you with specific information related to your rights and their obligations under a distance selling contract. This ‘pre-contractual’ information should include: identity of the supplier, description of the main characteristics of the product or service, price, delivery costs, arrangements for delivery, performance and payment, cancellation rights, cost of communication (for e.g. premium rate telephone line), period of validity of offer, information regarding substitute products. This information must be communicated clearly, but not necessarily in writing, before your order is confirmed so that you can be in possession of all the facts should you wish to change your mind. Remember also that the price you see when you ‘add to cart’ is often not the price you end up paying. Any additional costs such as VAT, shipping, handling or administrative fees, customs duties etc that you are responsible for should be clearly set out before you confirm payment.

if you have not received any pre-contractual information (outlining, among other things, your cooling off rights) before you buy, then you should do so before the goods have been delivered. if you haven’t been presented with this information at any time, then this will have important implications for your cooling off period. See our Distance Selling Regulations and your right to cancel section for more on this.

Your right to cancel

One of the most important implications of the distance selling regulations is a cooling off period of 7 working days during which you have the right to cancel and get a full refund. The supplier must provide you with details of your cancellation rights, any duty to return the goods should you cancel, and whether you will have to pay for this. In return, you must provide notice of cancellation in writing, which this must be posted, left at, faxed or emailed to the business address of the supplier no later than 7 working days after receipt of goods.

The supplier must then reimburse you within 30 days without charge (unless you have been expressly informed that you will be liable for a charge) and if you have any related credit agreements, these will also be cancelled.

The work started before the 7 day cancellation period was up!

Unless you have agreed otherwise, goods must be delivered, or services performed within 30 days from the date you submitted your order. If you have commissioned a service under a distance selling contract and the supplier offers to start the work before the end of the 7 day cooling off period, then you can give up your right to cancel, but you must be notified of this and your express permission sought. If the work started with your permission and the supplier has not provided you with the compulsory pre-contractual information prior to their starting, you may still have your right to cancel and get a full refund even though the work has been completed!

Does the right to cancel apply for all goods bought by mail order?

There are obvious exceptions and you will not have the right to cancel with the purchase of the following goods:

  • Goods made to a personalised specification
  • Perishable goods, such as foodstuffs and flowers
  • Audio/video recordings or software where the seal has been broken
  • Newspapers, magazines or other reading material (not books)
  • Gaming, betting, lotteries

Getting your money back

Under the distance selling regulations, you are quite within your rights to change your mind at any time, return the goods and get a full refund. This means without financial penalty of any kind – such as a cancellation charge or a ‘restocking’ fee. The supplier must also refund any delivery charges paid by you, and any other costs related to the contract. Refunds must be made within 30 days from cancellation, whether or not the goods have been sent back. Any related credit agreements will also cease to exist.

You may be required to pay to return the goods, but you must have been informed of this as part of the pre-contractual information. if the goods are faulty, then under Sale of Goods, the supplier will always bear the cost of returning them.

Returning the goods

Unless you are required to return the goods, and you were informed of this, your only obligations are to make the goods available for collection and to take reasonable care of them while they are in your possession. This is called a duty of care. Where the supplier has made provision to collect the goods, this duty of care expires after 21 days, but where you have agreed to return the goods, your duty of care continues until you do this and could be for as long as 6 months.

Packaging

Under a distance selling contract, a supplier cannot make refunds subject to the goods being returned unopened in their original packaging. One of the principles of the distance selling regulations is to give you a chance to examine the goods at home, not having had a chance to do so in the shop. It would be impossible for you to do this without opening the packaging and trying the product out. Having said this, you will still be under a duty to take reasonable care of the goods while in your possession, and may be subject to certain instructions such as not to wear shoes outdoors, or remove hygiene seals. But you can  never be penalised simply because you did not return the goods in their original packaging.

Card protection

For amounts of money over £100 it is always advisable to pay by credit card. This is because if you run into problems and you can’t get recompense from the supplier, the credit card company has equal liability. However for goods and services paid for specifically in a distance selling context, you are automatically protected against fraudulent use of your payment card – whether this is a credit or debit card. If you ever find an entry on your bank statement for a sum of money that you did not authorise, in relation to something you bought online, over the phone or by mail order generally, you are entitled to 100% of the fraudulent amount to be recredited to you by the card issuer.

Do take care however with advance or pre-payments as these are not protected against fraudulent use, and in any case, the supplier may become insolvent before your goods or services are delivered, leaving you with nothing, and little recourse.

Also see:


Leave a Comment

163 comments… add one

  • melanie 18 July, 6:52 pm

    can you tell me if i have a right to return a purchased/recieved item due to a mistake on my part of choosing the incorrect item?

    This is what the company stated on their website;

    ‘You may return it if it is not as described, or if it simply does not work but you cannot return it if you just don’t like it, so please be sure you want one of these before you order it.’

    regards
    MEl

    Reply
  • Catriona 21 July, 11:01 am

    If you have bought the item online you have a 7 day right to cancel and get a refund, so what they are saying on their website is misleading. If however you have physically bought the item in a shop, you have entered into a legally binding contract and the shop does not have to refund your money if you simply change you mind – see the latter section of the ‘buying clothing and footwear’ consumer buyer guide. You can only have your money back if it is faulty or was misdescribed in some way – as they have mentioned. Having said this nearly all shops will allow you to exchange the item or give you a credit note, although the shop in this case says you cannot return the item at all, which seems to be very poor customer practice. You should clarify whether ‘return’ means refund or both refund and exchange.

    Reply
  • Kirstie 6 August, 9:31 pm

    I have recently fallen foul of a free trial period offer which ended up becoming a 6 month subscription to a service i did not want or did I use. The site did not make it clear on the initial page that this trial period would lead to an automatic conversion to acceptance if the trial period was not cancelled. I have also discovered through research that I am not the only one that has been ensnared by this offer by this company.

    Could anyone advise of my options in this situation? My view is although I clicked accept (the usual “by clicking you accept these terms and conditions”) that there was no explicit warning or indication of what I was getting into.

    Any help appreciated!

    kind regards
    Kirstie

    Reply
  • Catriona 17 August, 10:12 pm

    Unfortunately this is how firms ‘hook you in’ through free trials. Typically you have to provide card payment details so they have it all on file and then if you don’t cancel manually, you are automatically charged. You are right when you say that companies should make it clear, but often cover themselves by putting it in their Ts and Cs and getting you to click in the box to indicate you have read them. This has happened to me and countless people I know, so you are not the only one. It is the same principle as automatic renewal on car or home insurance. If there is no get out clause, I would simply appeal to them, they may give you a full refund or at least some of your money back to cover the remaining term. Good luck.

    Reply
  • Jackie Struthers 27 August, 6:38 pm

    I have just bought a sideboard online which was badly cracked when I received it. The supplier wants me to pay for the return of the item, I am obliged to do this?

    It was also difficult to open the packaging without ripping it and there website says it must be returned in the original packaging and only then will they refund me, are they within their rights to refuse to refund me?

    Reply
  • Catriona 27 August, 9:07 pm

    You must be given proper opportunity to examine the items before you accept them (section 35 Sale of Goods Act). If you cannot remove the original packaging how can you do this? What they have stated is therefore in direct contravention of your statutory rights. If you bought it online, don’t forget about your 7 day cooling off period. If this has expired you still have the right to return it if it is scratched as this is in breach of S 14 (provided the seller was a commercial entity and not a personal sale).

    Reply
  • Vivi 11 December, 1:54 am

    I have reently bought a t-shirt through this website, also made sure that I’ve paid the extra for it to arrive within 1-2 working days. It has now been a week and I’ve still not received the goods, not sure if it’s the supplier’s fault or just the delivery company they use which I’ve read somewhere, that is not very reliable. What if I don’t get the goods, is there a case here to get my money back? I was never given a tracking no., just my product order no.

    Reply
  • Catriona 12 December, 3:57 pm

    Vivi, it could well be a problem with the courier. request a tracking number so you can see what’s happened to it. if it can be shown that the supplier shipped the goods within 1-2 days then they have fulfilled their obligations, although they should be chasing this up not you. You have made ‘time of the essence’ as a fundamental part of the contract and if the supplier are in breach of this then you have the right to cancel the contract and get your money back. But don’t forget your 7 day cooling off either.

    Reply
  • Vivi 12 December, 5:34 pm

    Thanks for your response Catriona,just one more question, if I demand for a refund will I get the full amount inc. P&P or just the amount I paid for the T-shirt?

    Reply
  • Catriona 16 December, 12:25 am

    Vivi, no you will get back the full amount including P & P. See: http://whatconsumer.co.uk/returns-and-refunds/

    Reply
  • norma 22 December, 7:02 pm

    I placed an order with the ELC on 14th December. I have been advised that the item only left its warehouse today 22nd December and delivery in time for Christmas cannot be guaranteed.

    The following information about delivery is on their website.

    “Question: If I place an order, how long does delivery take and how much does it cost?

    Answer: Our standard delivery service is within 4 working days, excluding weekends and bank holidays to UK mainland addresses.

    Delivery to Northern Ireland, the Scottish Highlands and Isle of Man may take slightly longer to reach you (10 – 14 working days). This service costs £4.95.

    ** We’re currently offering FREE standard delivery on all orders over £100. **

    Dependant on the size and weight of your order, we may be able to offer you our Express Delivery service, which will be with you within 2 working days, excluding weekends and bank holidays to UK mainland addresses. Regrettably this service is unavailable for delivery to Northern Ireland, the Scottish Highlands or the Isle of Man. This service costs £7.95″.

    They have not complied with their own timescale and I have contacted them to say I expect a full refund and to keep the item if it is delivered after Christmas. Am i within my rights?

    Reply
    • Harriet 23 May, 11:51 am

      My sister bought my newborn daughter a baby blanket from http://www.personalised-baby.co.uk but when it arrived it was personalised with the incorrect date, on investigation it turned out that my sister had in fact made an error.

      The company offered to do me another blanket with 20% off, which I thought was a lovely gesture.

      Reply
  • Catriona 23 December, 12:37 am

    Norma, if ELC cannot stick to the timescale and perform the contract within the stated time, they must inform you and allow you to withdraw from the contract. However, this aside, you can simply change your mind under the distance selling regs and get a full refund up to 7 days after the item has been delivered.

    Reply
  • elaine 17 January, 3:44 pm

    3 months ago i purchased a “sparkle” rug via ebay from a home furnishings website. (It was not an auction style listing but a buy it now). From the first day the rug has shed a number of “threads” each day. Initially i put this down to “newness” but the threads continue to come loose (i kept them and now have well over 500!) and the rug is looking very shabby and almost bald around the edges. I contacted the company and they accept that some loss of threads can occur but so far they have only offered me a partial refund of £40. Am i entitled to a replacement rug?

    Many thanks,
    Elaine

    Reply
  • Catriona 19 January, 3:56 pm

    Elaine, your purchase does fall under Sale of Goods legislation, so you have the same rights as you would having bought this in a shop. As it is obvious that a repair will not make any difference, you are within your rights to request a replacement. If they cannot, they should refund you.

    Reply
  • Jodi 22 January, 9:48 am

    Hi, Back in September I ordered a large pushchair package from Two Left Feet, I have received all items apart from a foot muff, which was promised to me by the end of November, since then I have sent numerous e-mails to them with no response at all. I have even requested that they just refund me the money, but no contact has been made by them. I am now at my wits end as I have no idea what to do next. What can I do to try and get either, the foot muff or my money back. Any help would be greatly appreciated. THANKS

    Reply
  • Jason 29 January, 11:59 pm

    Hi, I bought a guitar workstation for £287 on the 10th Jan from the dv247l.com website, paying by credit card the money was debited straight away. I went away for two weeks the following day and when I returned on Monday I found they hadn’t delivered the item so I emailed them regarding the status of my order. I finally got a response on wednesday saying the product was out of stock and they would ship as soon as they received it. I then received another email from them today (Thursday) saying that their suppliers had increased the cost of the item so I would now have to pay another 250 pounds if I wanted it or I could choose another product from their website if I didn’t want to pay extra.
    I was wondering if the can do this, it seems strange that they can take my money and then 19 days later tell me that actually they made a mistake and I have to pay nearly double if I want it. The T&Cs on their website says that when they take the money this is just a pre-payment and that the contract only starts when they decide, is this legal?
    Any help would really be appreciated as they are trying to push me to accept their terms
    Thanks

    Reply
  • John Stokes 2 February, 7:35 am

    Hi, I purchased quite a large number of electronic items online, and paid nearly 20 pounds for an express “next day” delivery. The products turned out to be unsuitable and although the company has agreed to refund for the goods under the DSRs they claim that this was a separate service under a separate contractand therefore the DSRs do not apply and it is non refundable. Here is the quote from T&Cs on website:

    “The cost of the delivery charge shall not be refunded as it is provided under a separate contract. Items made or cut to customer specification may not be returned in accordance with the Distance Selling Regulations 2000″

    Is this right? what do you think?

    Reply
  • Catriona 3 February, 11:22 pm

    Jason, Your cooling off period begins with the day on which contract are concluded and ends 7 days after delivery. The conclusion of a contract is when your order was accepted, which on many websites means when the item is actually despatched. Therefore technically you are not within your cooling off period. However, as contracts have not been concluded, no contract exists, and the website have no reason to hold on to your money. Ask them for a refund in full within 7 days or you will start small claims proceedings.

    Reply
  • Catriona 4 February, 12:23 am

    John, Under the DSRs the initial delivery cost must be refunded along with the cost of the items. However, if you ‘upgraded’ your delivery from the standard, this represents an additional service, and does not come under the DSRs if it was made under a separate contract. However, the supplier must have provided you with the written notice of this before the item was sent. If they did not, they cannot make this legally enforce this claim.

    Reply
  • Mike 12 February, 9:39 am

    I purchased a set of wheels second hand on Ebay. On examination one of them was cracked and dangerous, unsafe to use.

    The seller (an ebay shop) told me I would have to return them for a refund, which I did at a cost of £85. The seller refunded the original amount, but is refusing to refund return shipping. Where do I stand?

    Reply
  • Catriona 18 February, 9:40 pm

    Mike, if the goods are faulty, you have the right to a repair, replacement or refund at no additional cost to yourself. Therefore the supplier must refund your shipping costs also.

    Reply
  • Gemma Anderson 27 February, 10:23 pm

    Hi,
    I recently bought a pair of boots which arrived after I went away on holiday. On my return I found they didn’t fit. I was outside of the company’s stated timescale for stating a return was required. However the boots are unworn and in their original packaging. I have sent a perfectly reasonable email asking if they could refund my money and have sent the boots back to them and all they sent in reply was a copy of their returns policy with no other communication.
    Where do I stand?

    Reply
  • Catriona 3 March, 2:19 pm

    Gemma, if you bought the boots online, you have 7 days to send them back for a full refund. if you miss this window, you must rely on the retailer’s returns policy, and they are under no legal obligation to let you return the boots at all unless they are faulty. See:
    http://whatconsumer.co.uk/do-shops-have-to-give-me-my-money-back/

    Reply
  • Simon 5 March, 11:37 pm

    I recently bought some items from an online retailer for which I selected 1st class postage. After a week I have not received the items and on further reading of the retailers website I discovered this information :

    “Royal Mail First Class – This is normally the lowest cost form of postage. Orders received by 3pm will, where possible, be dispatched same day. Delivery typically takes 1-2 days but is not guaranteed. With this postage method you have no insurance or guarantee and if the goods should go missing in the post Fast Lad Performance is not liable for the loss.”

    They claim (via email) the order was dispatched on a Monday but had still not arrived by the Saturday. I’m still waiting on a reply from the company in question with regard to the missing items but what are my options ? do they have to prove they sent it ? am I now out of pocket due to the royal mail ?

    Si

    Reply
  • Carol 8 April, 10:41 pm

    Hi

    I purchased a travel cot online and it arrived within a week of purchse. Upon opening the packaging I noticed small tears in the fabric and that one of the sides looks broken (without seeing the insides of the tubing I cannot be sure of this). I informed the seller within the 7 working days notice of the faults. The seller is asking for proof from me of the fault and is insisting I E-mail photos. They are advising that they will ‘act on my behalf with the manufacturer’ once this proof is received.

    Can I insist that they collect the item and provide full refund? Their requirements seem extremely unreasonable.

    Thanks!

    Regards
    Carol

    Reply
  • Antony 23 April, 9:09 am

    Hi

    I was wondering if you could help with some advice. I recently bought something online from a legitimate online shop. The item I bought was, I have to say, under-priced (I suspect they put the wrong price on). Anyway I thought I’d buy the product and see what happened expecting that they would refuse the payment. However, they didn’t, they accepted the payment, gave me an order ID and a confirmation email including a recepit and delivery address. A few hours later I got another email from the shop saying that, “due to techincal difficulties your order has not been processed and a full refund made to the card which was used for the purchase. Please accept our appologies for any inconvenience.” I was just wondering where I stand with this? I would have expected that once they had accepted payment and given me an order ID that they would have formed a legal contract with me for the item? Is this true. I guess they probably cover themselves in the T&C’s but it seems odd that they say the order has not been processed due to technical difficulties after accepting payment and giving me an order ID which would clearly state to me that the order had been processed… Any thoughts/advice would be much appreciated.

    Best regards,

    Antony

    Reply
  • gary 2 May, 8:03 pm

    bought a laptop used from ebay, business seller but an auction and not a buy it now.
    it has a hard drive fault which i had not discovered for about 10 weeks due to only using for light browsing. tested the hard drive with software and it found 56 errors which cause blue screen crash when reached by a prog. Seller has told me ‘good luck’ trying to fix after initially seeming interested in emails.
    he more or less called me an idiot who should not be trying to fix the problem.
    can i do anything?

    Reply
  • Gary G 2 June, 10:38 am

    Hi,

    I purchased a Polo shirt from a Website called Ammo clothing back in April and paid for next day delivery, it is now the 2/06 and the item still has not arrived. I have been in contact with the seller (by email only, they will not give me a telephone number!) and they keep giving me different dates and excuses each time. I have been offered a free additional polo shirt for the delay which I have agreed to but that was over 4 weeks ago! I dont particularly want a refund as I like the Polo shirt and the free aditional polo is obviously an appealing gesture, what rights do I have?

    thanks

    Reply
  • Helen 15 June, 12:14 pm

    Dear consumer forum
    In April I ordered and paid for 3 products from an online perfume store. In May (11) after checking on the site and emailing them I was emailed back eventually to say it had been dispatched – it is now June (15) and after continually emailing them still no delivery, What are my options – can I cancel the order and get my money back??

    Reply
  • Joanna 26 July, 10:59 am

    We recently booked a hotel room online for 2 nights.

    The site only ever showed one price which, as we had put into the search “2 nights”, we assumed this was the total cost.

    At no point during the transaction did the site show a total/final cost and full disclosure of what was included Inc Taxes Supplements etc.

    This meant we thought we were paying one price but in fact this was the price per night and we had to pay double.

    If they had provided us with a final price we would have realised it was too high and not confirmed payment.

    We have contacted the company involved and we can not receive a refund as it was a prepay room. They said that their site is clear however obviously we don’t think so.

    I have purchased many things on line and book countless hotels rooms and they all show a total/final cost before confirmation of payment.

    Is there anything we can do?

    Reply
  • chris 26 July, 10:23 pm

    hi, just wondered if you could help me, i was looking at a website for the symptoms for the stomache bug when this website came up for true white saying a mom in middlesbrough got white teeth using true white system costing $3.87 postage for a 10 day trial. so i thought i would have a try paying $3.87 postage from my debit card, i placed my order saturday and i tried to phone them monday to cancel the order but the phone number did not exist and the is no E-mail adress for them.i started to panic and look on the internet to find that this is a scam. people thought they were paying $3.87 when the company was taking out more money than what was agreed.i recieved an email of true white letting me no my order was placed but there was no reply address. would i be able to close my account before the money is taken out. many thanks

    Reply
    • linant1 5 September, 1:58 am

      Looks like you have fallen into the same trap as me and many others.
      i sent to dazzlinsmile for trial teeth whitener $3:87

      I wrote to them as i could get no answer by phone to cancel,even before the item arrived.
      Since then they have taken £59:17p from my account,plus the initial trail payment,some people have just noticed they have lost several large payments to this company.
      I have changed my bank account details, and have written to them for a refund,to no avail.
      Go to dazzlinsmile web and read the issues.

      Reply
  • Ruth Doughty 26 September, 9:13 pm

    Hi
    I ordered a pair of trainers from a company called Rubbersole. I ordered them on Sept 16th and paid for next day delivery. I was given a tracking number and the delivery company claim that they delivered the parcel on Sept 18th at 6.30pm. I was at home on that specific day at the time indicated. However, no one knocked on the door and I still have not received the trainers. I contacted the delivery company (myhndl) and they told me they would conduct a driver’s interview and be in touch with me 24-48hrs. After 3 days not hearing anything I phoned and they said they hadn’t managed to conduct the interview but I must contact Rubbersole. I have now written (email) to Rubbersole 3 times and not had a reply. I cannot find a phone number to talk to them in person. So I am at a loss of what I can do as no one seems to want to accept responsibility or answer my questions and I really want my new trainers (they were a birthday present).
    Any advice would be very much appreciated.
    Yours sincerely
    Ruth Doughty

    Reply
  • Catherine 27 October, 12:44 am

    One aspect of the returns process that does not seem to be covered anywhere online, including this site, is the question of the returns process itself. I am currently trying to return an aquarium to an online retailer (the DS Regs apply) but, although the retailer is agreeing to collect the faulty item and provide a refund and has agreed to send a courier (a 12 hr window with no guarantee of when in that window they will collect), despite waiting in for 2 days no-one has come to collect. To what extent am I required to comply with their (i think unreasonable) requests to wait indoors for the entire day and to what extent can they be forced to make more concrete (in terms of time and date) arrangements to collect. I work and so have used up my opportunities to work at home for a while now and want to know what i can do to force them to be less flaky!

    Reply
  • Nikos 12 November, 10:23 pm

    Hello there,

    I am playing an online game, and I have bought some game money with real money. But after while I realized that the game isnt that they advertise, also the level of service they provide is really poor. I have asked my money back but they answered to me, that they cant refund because this is one of the game laws that u agree before making your account. Also, the company is found in Romania

    Reply
  • Caroline 25 November, 12:46 pm

    Hi.
    My boyfriend order a part for one of his games consoles online in July & the item never got delivered. Tried contacting the company & had no luck. The next time we contacted them was the end of August & their website was being moved/changed so any orders being processed would be dealt with once the move was complete. It is now November 25th & still nothing but tried contacting the company & all i have managed to get back is an email from someone saying that he bought the domain & so our order has nothing to do with him!
    Trouble is my boyfriend paid for the item by debit card & the money was taken. Is there anything that we can do or not??

    Thanks,
    Caroline

    Reply
  • Andy 25 November, 2:33 pm

    Hi
    Camet are advertising 10% discount for dishwashers over £200 stating that the discount will be applied in the shopping basket. However when I tried to place the order the discount was not applied. I used their online chat facility and was told that the offer has ended.

    Are they allowed to do this?

    Andy

    Reply
  • Karen 29 November, 9:47 am

    Hello, I purchased a dress online at Asos yesterday. The money was taken from my card an I received an email saying my order is being processed and should arrive shortly. However I recieved an email this morning saying they were sorry but the dress is now out of stock and I will be refunded. Do I have any rights as a consumer, asI am disappointed that they said they had they dress, took the money, and are now saying they dont have the dress. Am I entitled to the goods they promised?

    Many thanks and Kind Regards

    Karen

    Reply
  • A Weather 31 January, 8:02 pm

    Hi.
    I signed up for a one month trial with Be2.co.uk costing £7.00
    It was the usual thing where you needed to cancel otherwise you would automatically be debited for the next month. I cancelled 10 days before the expiry of the trial and the debit. I have had £149 taken because I did not cancel 14 days in advance, which is a figure hidden somewhere in their T and Cs. I consider 10 days to be a reasonable notice period and think they should refund the money.
    Should they?

    Reply
  • kim 11 February, 6:18 pm

    I bought (paid for and recieved confirmation email) 5 theatre tickets last weekend through lastminute.com. I receieved an email yesterday stating that they are no longer able to honour this booking and offering me a refund. Tickets are still being sold for the performance at a higher price. I requested therefore that my booking is honoured and my family is upgraded but they have refused. Do i have to accept the refund or legally do they have to honour my booking?

    Reply
  • j jones 12 February, 1:08 am

    hi bought 2 dresses from phase8 did not fit they are saying,they only got the one back,what are my writes

    Reply
  • Shash 17 February, 3:50 am

    I bought an airline ticket on line one evening and I’m sorry now that I did. Does the 7day cooling off period apply on airline tickets? thx to anyone in advance for a quick answer – my 7days is nearly up!!!

    Reply
  • Eileen 4 March, 12:17 pm

    I bought, what was described as a new ipod through Amazon which I paid for online with my credit card. I got a package through the post yesterday with a beaten up, scratched second hand ipod wrapped up in a piece of paper. It did not come in a plastic box and there were no charger or earplug attactments. Nothing, just a loose old ipod.The paperwork attached described this as ‘new’. I immediately contacted Amazon and they told me to get in touch with the supplier via email, which I then did. He said that in his advert he never claimed to put any attachments with the ipod and he ignored the fact that I paid for a new ipod and got a used and scratched one. I have filed a claim through Amazon and they have said they will investigate the matter and give their decision by March 17. I fail to see what there is to ‘investigate’ and would like something to be done now. I am afraid that after March 17, should amazon find in the sellers favour, I will have lost legal rights under a cooling off period. I would appreciate your help on the matter.

    Reply
  • Jay 14 March, 1:38 pm

    Dear Sir / Madam,
    I bought a Garage door from Garage door Co, Chichester, on the phone conversation I had with the gentleman before he went away on holiday was to have a door which was 10 x 7. Then his colleague sent me an email saying that the door was on order and placed some sizes on the email. I assumed that the size on the email referred to the conversation that I had with the gentleman however this was not the case and the size on the email was much smaller. Further more the door I wanted was Garador however the company could not supply that in time so I asked for an alternative solution. I was then informed the same door will be sent to me Via Cartek, (my understanding being that it would still be Garador but supplied by CARTEK and not Garage door company.. The issue now is that the company are charging an additional £100.00 for re stocking the garage door and also want me to pay an additional £200.00 towards the door I originally ordered for the 10 x 7. I emailed back and said I wanted to cancel the order however they have said to me that I need to pay them £680.00 or so to restock so I would only get back around £500.00. Can you please advice?

    Reply
  • Ben McDonald` 15 March, 2:47 pm

    Hi there,

    I purchased a spa day treatment for four friends as a thank you. I did notice at the time of buying, but the experience is only applicable Monday to Friday 9-5. The next available appointment is 2-3 months away, which makes it more difficult to schedule 4 person’s work obligations. As all 4 girls work in different parts of London this is impossible to fulfill.

    I contacted the spa, outwith the cooling off period, and requested first clarification and subsequently a refund as I stated that the treatment was unfit for purpose. I have been informed that they will not issue a refund as they claim that the terms and conditions were obviously displayed.

    My complaint is that regardless of whether or not they were obviously displayed, I did not see them. Also, as it is a voucher, there is no issue with opened, used or damaged goods being returned. I no longer want the service and would like my money back. Is that an unreasonable request? Is there a special allowance for services rendered rather than goods received?

    Thanks for any help.

    Reply
  • shirley 4 April, 10:16 pm

    hi placed an order back in november for some purfume this still has not arrived they just keep saying that it maybe stuck in customs the momies did go out of my account this website did say delivery within 10 days i have emails saying this from the website in question
    please advise of what to do

    Reply
  • Sara 11 April, 9:35 pm

    Hi,
    My friend bought a gift for me online and arranged to have it posted directly to me. When it arrived, I discovered it was the same as an item I already had. I contacted the supplier to find out if I could return it. They said I could and they would refund the money to my friend. I would have to pay for the item to be returned though: recorded delivery. The cost of this will be 20% of the full value of the gift. Regarding returns, the supplier’s website states:’If you need us to arrange collection we may need to charge for this.’
    This seems a little ambiguous as they are not clearly stating that the recipient must pay for the cost of returns. Any advice would be appreciated.

    Reply
  • Roger 26 May, 4:04 pm

    Hi

    My sons paid money over the internet last November for a security guard course but one of them were unable to take the course that weekend so they said he could book the course on a different weekend of his choice so we contacted them recently and they had increased the price by £75.00.He now cant afford the increase so has asked for a refund and they have said in their terms and conditions they dont give refunds,however as they have increased the price arent they obliged to refunds as they have broken the original contract.

    Reply
  • Dec 1 June, 12:52 pm

    Hi, I recently bought a home security camera online. The website stated that any returns had to be logged (via an over complicated emessaging process on their website) within 28days. The bracket for the camera was broken and the fault was logged in their system within 28days but because the process is complicated I did not get the item returned within the 28days. They since sent a replacement bracket and have ignored or dismissed my satisfaction concerns. I have since changed my mind and want either a refund or an exchange for a different type of camera without a this bracket as I think it is poorly designed and will give me further problems in the future but they are refusing to do this saying the the replacement bracket theyt sent has rectified the problem. Am I still entitled to my refund if I can show emails to prove fault was logged within the 28days? Thanks

    Reply
  • Leon 14 June, 12:07 am

    In January I paid £365.99 for a phone on ebay. It’s now 13th of June and I still dont have it although the supplier still regularly sells daily (I’m assuming everybody else gets their goods). Whenever i ask where the phone is they tell me a story about something else and never even mention it. I’ve phoned them, text them, emailed them and when they do bother to reply the phone is never mentioned. I feel stuck, frustrated and ignored.

    Reply
  • cad 28 June, 1:27 am

    How does this work with regards to Android Marketplace, Steam, and other digital distribution sales?

    Reply
  • helen cope 7 July, 9:09 am

    I purchased an electric toothbrush from an on line pharmacy. An incorrect item was sent, which i returned requesting a refund. Their online customer service is automated and you are given a number to track your complaint, however due to multiple flaws with their website i am unable to log on to follow it up. There is no phone number and i have no way of knowing if my request is being acknowledged or processed.

    Reply
  • Gareth 19 September, 9:14 pm

    Hi

    I’m a second hand furniture dealer, I sold a customer a ercol chair some 4months ago, she has now come back to me saying that the arm on the chair has broken off at the joint, I have seen photos to confirm this.

    Where do I stand with this situation?

    Thanks

    Reply
  • Carol Marshall 2 October, 2:16 pm

    Hi

    I bought a bed on ebay using buy it now at the beginning of July. The bed arrived and was described as shabby chic. There were no instructions in the box and although described as being made of wood it did not state which one and as is very light I think it might be mdf. We put it together and it has fallen apart once and put back together again. On Thursday my husband sat on the side of it and it cracked all the way through on the side part of the bed. I emailed the seller to ask for a replacement part and I got no response. I then rang them on Friday and was told that they could not replace it as had none in stock and supplier could not send a replacement part. He refused a refund saying that for all he knew 18 people could have been bouncing on it and put the phone down.
    I called ebay who said they can’t do anything as it is over 45 days since the purchase but did say that the seller is still selling them online.
    We now have no bed which we paid £570 for and do not know if we should buy another so we aren’t on a matress on the floor or what rights we have for our money back.
    Can anyone assist?

    carol

    Reply
  • Jennie 6 November, 9:32 pm

    I bought a child’s air mattress four months ago, online. We’ve used it twice. Both times it leaked and was flat by the morning. I’ve asked for a replacement, shipping at their expense.
    However, they claim their warranty for this mattress only lasted for 28-days.
    They also say it isn’t their policy to pay return shipping costs. They say I should have read their terms of conditions before purchase – however, I bought on Amazon and saw no such terms.
    I’d be interested to know about my rights, and also how they could be enforced.
    Any advice anyone?
    Jennie

    Reply
  • richard 24 November, 1:40 pm

    Hi,
    I have ordered new mobile contract from online, succesfully received email confirmation order number and details of the tarif,payment and delivery date. Next day received and email saying there was a mistake package online and the order is now cancelled.
    What right do I have to get the offered from the company? I know that was really good deal.

    thanks,

    Reply
  • ben 2 December, 1:31 pm

    Hi,
    I bought a motherboard and bluray drive from ebuyer in a £1 promotion, meaning i got the two items for £2. At the time of purchase the items were in stock, and my payment went through. I got an email after telling me that they bluray drive was out of stock, but if my payment had been received (which it had) the matter would be sorted and I could ignore the email. My order has now been cancelled in it entirety.

    Bearing in mind I got an email saying if my payment had been received my order would be completed, are they or are they not obliged to provide me with the order?

    Reply
  • Emma 3 December, 1:27 pm

    Hi i recently sold a mobility scooter (it was advertised on ebay, however we did not complete the sale via ebay). It was a new item, buyer viewed and tested the item before purchasing and was more than happy, leaving a depsoit and returning the next day to collect the item. It was sold as seen. Buyer is now claiming the goods are not fit for purpose, as it has no parking brake (the model does not come with this) and will not pull her up a slope, she is demanding a refund via the sale of goods act, does she have any rights? Does the sale of goods act even apply to a private sale? and in a suitation where she viewed, and tried the goods herself. She fully admits the item was sold as seen and this is also stated on the reciept. Thankyou if you can be of any help. Emma

    Reply
  • Mel 27 December, 2:18 pm

    Hello,

    I’m hoping for some advice as at a bit of a loss. I bought a piece of jewellery from a jewellery designer in the US in February 2011 as an engagement present. I paid in two payments using my credit card via Western Union a total of $315 which also covered registered/trackable shipping. Despite emails/phone calls I still haven’t received anything (December 2011) apart from a lot of excuses and finally at the beginning of October 2011 an assurance that it had just been posted. i have asked repeatedly for a tracking number or proof of postage but received none and now I’m not even getting any replies from the seller. I’m currently living in France and was wondering if there is anything at all I can do to get money back or a course of action I can follow? I filed a report online to the US Trading Standards (2 months ago) but haven’t received any acknowledgement. Even if I can’t get any money back I’d really like to make sure that this person is officially reported in some way as to prevent anyone else from losing their money to him in the future.

    Is there anything I can do? Any advice gratefully received!

    Reply
  • David J Embleton 30 December, 12:46 pm

    I would appreciate some advice as I appear to be going round in circles with a recent purchase.
    My wife bough an almost new breadmaker through an on-line auction on Ebay. We were out when it arrived by ParcelForce and our son signed for it. When we first used the product we discovered a hairline crack on the side of the breadmaker and upon closer examination we discovered two small holes in the carton and inner packaging which coincided exactly with the cracks in the side of the breadmaker.
    We reported this to Ebay who were not very helpful,then contacted the vendor who disclaimed any responsibilty as she said the product was perfect when she sent it. We then contacted ParcelForce who have investigated but will not respond to us as we are not their customer. We are left in a position outside this loop of three parties unable to get PF to own up to the damage. They may even have compensated the vendor but we are unable to find out if that is the case.
    A very convoluted issue has anyone been through similar??

    Reply
  • Mike Harrison 3 January, 5:32 pm

    Hi,
    I have ordered some products from http://www.24studio.co.uk. and the company say they have been delivered the items but we have not received them.
    They state that the delivery company has left them on the doorstep.
    No one has signed for them and no instructions were given to the company ref where to leave the goods should no one be in.
    We have had items from this company before with no problems as someone has been in to accept the goods.
    They are saying that we are liable for the goods.
    Is this correct?

    Reply
  • B. Demirel 6 January, 11:57 pm

    Hi I purchased a product from this website and it came damaged, I arranged to send it back with the company, they said they received it back on 21st November 2011. They said it would take 3-10 days to get refund but may take up to 30 days. I still havent receieved my refund, I email them every day they only sometimes reply to me. What can I do to get my refund?

    Reply
  • R Darley 9 January, 7:25 pm

    I recently bought a new item from a ebay auction for £55.00 with £4.99 Recorded delivery postage.

    I paid the seller very promptly VIA paypal. Next day the seller marked the item as “sent”. A week later I still have not received my item, so I politly email the seller asking if there was any problem? Seller reply’s saying, “Oh it must be lost in post, I’ll refund you”. To which I reply,”No need for that, you sent the item recorded delivery, just send me the tracking number”. The seller ponders a while before coming back with, “Oh I’ve lost the postal recept”!

    I don’t believe any of this, and the item actually sold for maybe £20.00 less than other such items for sale, so I think he just expected to refund as to get out of a legal sale contract with myself. I also find out the seller has a Ltd Co and shop selling these new items, on a private ebay account.

    Ebay seem to offer very little help!

    Please can anyone tell me how I stand on this?, as I find it very dishonest and unfair. If the guy didn’t wish to sell for such a price, he should have placed a reserve price on the item.

    Reply
  • M filby 12 January, 8:10 am

    Hello
    I bought some ugg boots from a website before Christmas. I feel totally cheated I did a search for cheap ugh boots uk and I came across this website I though it was a uk company so I proceeded they took the money the same day as the order. 3 days later I got a tracking number that never worked. What can I do I have contacted them by email countless times but I get no reply. I assumed they were uk based but it turns out they are not how can I get my money back?
    Many thanks

    Reply
  • G.Dawson 13 January, 5:03 pm

    HI
    I made a purchase on line from a woo shoop received the purchase not quite the shade I thought it was returned it two days later but as of today stillnot received my refund. Seller fails to answer emails also fails to answer phone calls what can I do

    Reply
  • Ttacyane 5 February, 11:24 am

    Hi, I have bought a teeth withering kit from a website called http://crest-whitening-strips.com/. And paid via paypal( apparently that was the only way to pay) it has been a week and my goods have not yet arrived, I tried to look for a contact number on their website and there is none. Neither is there an email address. The only way of contacting them is to leave a message on the website, which I did and obtained no success.

    Now I am really disappointed and feel stupid to have fallen on that trap. It’s so frustrating not to have my goods and unable to contact them or get my money back. I paid £40.

    Is there any authority I could contact that may would be able to investigate and possibly close this bogus website down? And avoid more people from loosing their money…

    Please help!!

    Much appreciated,

    Many thanks.
    Tacy

    Reply
  • Lee Robb 14 February, 10:47 am

    Hi, I shared your information about Distance Selling Regulations with a company whose refund info on their website seems to contravene their regulations in a number of ways. I’ve just received a phone call basically telling me that I am wrong in an extremely confrontational way. Clearly customer service is not their forte. Obviously I’ll not be buying anything from them now but is there somewhere they can be reported to eg Trading Standards, so that other consumers are protected?
    Thanks
    Lee

    Reply
  • Errikos 14 February, 5:19 pm

    I have placed an order from this website on the 9th of February and I still haven’t received it. I have tried to contact the seller by filling the online form on their website twice about the status of my order and I haven’t received a reply yet. Please note that the item I ordered was supposed to be in stock. I have also tried to contact the seller by phone dialling the number provided on the website and it goes straight to voicemail. I have left a voicemail too and they haven’t called me back. When logging in to “my account” section of the website I could see that my order status was “processing” up until yesterday. Since of today I am unable to log in at all. Should I assume this is a scam and what should I do now?

    Thank you very much!

    Reply
  • Mrs Beard 24 February, 1:20 pm

    Hi, I purchased a deal from kgbdeals.com for a weekend away with a third party. The third party has now advised me that they are unable to accomodate me as they have overbooked for the year. kgbdeals.com are insisting that they will only refund me a credit to spend with them in the future and will not provide a monetary refund. It is written in their T&Cs that they will do this if a third party refuses to honour a deal however it appears to go against the distance selling regulations. Are they allowed to do this or can I insist that they refund the payment to my credit card?

    Many thanks.

    Reply
  • Victoria 28 February, 3:19 pm

    Hi,

    We purchased an Engagement ring on an online Jewellery shop through ebay in Nov 11. The website advertised the ring as a diamond ring and charged the price you would expect to pay for a Diamond ring. I was given this in January and after wearing the ring for 2 weeks the ‘’diamond’’ stone came loose. We took the ring to a Jewellery shop to get an estimate on having the stone re fitted, and was advised that the ring was a fake. The stones were not diamonds and the actual ring was made from base metal, which would in time have sent my finger green.

    We have e-mailed the seller to request a refund. What are our legal rights when the ring was purchased online, however was not as described?

    Reply
  • Ant32MacK 12 March, 10:20 am

    Hi, I recently bought items from a website and had ordered a total of 80 but only received 20- they informed me 2 days later (after I contacted them) that they did not have the full amount in stock- despite them taking the full amount for the 80.
    I am now expected to return the goods (by recorded delivery) and will not be issued with a refund for the initial postage costs or the subsequent postage costs for returning them.
    I do not think this is fair, as I should have been prior informed that they did not have the 80 in stock- as I would not have continued with the transaction.
    What are my rights?

    Reply
  • Gareth 12 April, 10:05 pm

    Hi,
    Right, I have purchased an item from sportsdirect.com online. They sent me the wrong item which was smaller and cheaper then the one I originally ordered. I contacted them about this and the admitted that they sent out this item instead of the original because it was out of stock. They didnt even notify me about it being the wrong item. I sent the item back to them and the said that they would give me a refund. They have confirmed that they have received the item. It has been 2 months since the item was returned and i still have not received a refund. They have also been ignoring my emails as i have had no replies from them. Is this a breach of my statutory rights as a customer? has anyone got any advice?

    The thing that makes this worse for them is that i am a member of staff so complaints have been and still will be made!

    Thanks
    Gareth

    Reply
  • Chris 17 April, 12:03 am

    Hi – I recently bought some trainers from a website and they sent the wrong ones. I’ve asked for a refund to which they’ve agreed but say I’ll have to pay the return shipping costs. Is this my responsibility given it is their error that I need to return them? As the return is overseas the shipping cost is a considerable proportion of the trainer costs.

    Thanks

    Chris

    Reply
    • CS Manager 30 July, 5:48 pm

      No it isn’t.

      Reply
  • Ocassidy 17 April, 7:59 pm

    I ordered off Amazon but I realised my order would not come on time so I cancelled then I found out that they had taken money from my account so will I still receive my order.

    Reply
  • Andrea Muirhead-Starr 17 April, 9:57 pm

    Having bought 4 items over the phone, the parcel arrived today after a 3 week wait! Having opened the parcel one of the items is missing! Where do I stand with regards to this as the parcel was double sealed and did not appear to have been tampered with, I have contacted the company and they are adamant all 4 items where sent and are listed on the invoice enclosed. The item in question is £115 so I cant afford to just ignore it.
    Regards

    Andrea

    Reply
  • Aaron 19 April, 1:44 am

    Hi, I bought a second hand xbox 360 console of amazon.co.uk and I only used it a few times but after about a month it won’t work anymore. Do I have any rights for a refund or replacement or is it my problem now? :L

    Reply
  • Sue 6 May, 9:20 am

    Yesterday I purchased a domain name from 123-Reg and then realised the name was not suitable for my business. (I only realised afterwards, when someone made a reference to another business that sounded similar but isn’t reputable.) Do I have the same seven day cancellation rights as with purchasing goods.

    Thanks

    Reply
  • Emil 17 May, 7:56 pm

    Hi!

    Few days go I purchased a Dell laptops on their webiste, it was quite good deal, cause laptops were 150 pound reduced.

    After placeing an odredr I have received an order confirmation email, which also contained a Dell Terms and Conditions ducument, which you can see here:

    http://dl.dropbox.com/u/75552612/term_and_condition.pdf

    They had a problem to process my payment, cause my bank blocked transaction as a part of fraud protection. Dell called me next day saying that they cant get money, so I explaind them sytuation and we decided to send them an email next day when it will be sorted and ready to process. So next day I did it and then I have received an email with my order number. After that I could login to my account and track my order status. It stoped on – In Production.

    You can see it on the screen below:
    http://dl.dropbox.com/u/75552612/dell_order.jpg

    Today they sent me an email saying:

    “Dear, Emil ,
    Unfortunately, your recent order for a Dell Vostro Laptop contained a significant pricing error; as a result we have had to cancel your order.
    Please be assured that you will not be charged.
    We sincerely apologise for the inconvenience caused and, as a gesture of goodwill, we would like to offer a £50 money off coupon towards a future purchase at dell.co.uk/home. The coupon code can be used towards any laptop or desktop purchase and should be entered during the checkout process.
    Coupon code – XXXXXXXX
    If you have any concerns or queries please contact us directly at 0844 444 4712
    Sincerely,
    Dell Customer Service.”

    Also in their terms and condition there is a note:

    “2. Order and Acceptance
    2.1 You may place an order for Product(s) and/or Services directly with Dell either online or by telephone. The placing of an order by you represents your offer to buy subject to these Consumer Terms. Please note that the Contract between you and Dell is formed only when Dell accepts your order by issuing you with an Order Confirmation in writing.”

    I think they sholud take the consequences of the incompetent employee, especially after accepting my order.

    So the question is, can they do that if they accept my order, give me an order number and send it even to production unit?

    Thank you, Emi.

    Reply
    • CS Manager 30 July, 5:46 pm

      If only they’d collected your money and completed the sale transaction. As it is they are not obliged to sell at the price shown. It might be a misleading price indication though but that doesn’t help you in this case. What they have done is pretty poor but they have attempted to make amends with the voucher.

      Reply
  • lauren 30 May, 12:00 pm

    I bought a hand basin and cabinet off ebay, both from the same supplier. Due to the items being so big, the supplier told me I had to arrange my own courier which I did. I recieved the item days later to find numerous problems such as cracks in it and also problems which could only have happened if somebody had taken it out of the box.
    As he was unwilling to do anything about it (He claimed it was because of the courier), I reported it to ebay and now, more than a month later, all they are willing to do is refund providing I send both boxes back. We were told to print out the postage label and take to the post office. The problem with this being that the boxes are too big to fit in our car and we were only given one postage label and not two which ebay said was basically tough luck.
    Although I understand that we were given the oppurtunity to check the item before accepting off the courier we found there was no need as the box was perfectly intact.
    Is there anything you can suggest?
    Thanks

    Reply
  • Adam 23 June, 11:52 am

    I purchased vw passat control arm kit for my car from ebay. (vw passat)
    the seller provides a drop down feature which allows buyers to check compatibility for parts on there vehicles. I searched my vehicle which falls in the compatibility of my vehicle which is correct.
    I received the kit and some of the parts do not fit my vehicle. I did get in touch with the seller on the day of fitting them and stating some of the parts do not fit my vehicle. the seller said they sent the correct size but yet they didn’t as I checked the size of the item and it was incorrect for what they where selling. the seller stated they have sent the correct ones out and asked me to checked the size which i did. then i told them my findings which then they asked me to send them back at my expense, i am reluctant to do so , and as such is life i have been very busy this was around 3 weeks ago(as of today 23/06/2012) and wanted to know if i am obligated to pay for the return postage? and what is stopping the seller from claiming alsorts of lies with the parts?

    is there anything i can do ? any help would be fantastic
    Thanks

    Adam

    Reply
    • CS Manager 30 July, 5:41 pm

      They MUST pay for the cost of return and for sending the replacement part. If they are a commercial seller tell them that unless they comply you would now like a refund and they make arrangement to collect the goods. Get Ebay involved. If you used your credit card you can contact them and tell them what has happened. At this stage just explain to them that it’s their error and they need to do the leg work to sort it out. Final resort, use your card company.

      Reply
  • Jade 17 July, 2:49 am

    Hi just looking for advice,
    I bought a rabbit hutch online, sent funds via bank transfer, family issues meant I couldn’t make it to pick up,
    Seller said they were using the hutch so I’d have to wait for it!!!! It’s been a few weeks, they still won’t refund me and are saying if I want to collect the hutch I have to wait 2 weeks until they’ve finished using it!
    Need help ASAP please

    Reply
  • emma 23 July, 12:04 pm

    hi, i recently bough at tshirt from risk couture. i worn the tshirt once and washed it, then noticed a hole. i emailed and was told to sen the tshirt back with coverning letter. then emailed saying as the tshirt had been worn there was nothing they could do, and said i needed to pay them £5 postage to get the tshirt back from them. i only paid £1.70 to post the tshirt back to them in the first place. just wondering how i get my t-shirt back!!! theyve had it for over a week now.

    Reply
    • CS Manager 30 July, 5:35 pm

      If you buy a shirt you might reasonably be expected to wear it. If the fault occurred sone after purchase and you complied with the car isntruction in my view they need to demonstrate to you that this is not a manufacturing fault. Otherwise it is assumed that it is an inherent fault in the first 6 months after purchase. I am sure you don’t want your shirt back in a faulty state. Furthermore, let’s assume they are right and it is not an inherenet fault, they should have explained that you would eb responsible for the cost of retruning the item if it was found not to be faulty. Tell ‘em to sort it out.

      Reply
  • David 2 August, 1:48 am

    Hello,
    I was looking for a tv to buy and was on amazon and seen a shops( high street gadgets) selling page was selling the one I wanted for £11.99 I know it was a mistake price as nearly the whole shops page was selling everything at£11.99 so I added to basket and paid have had the auto comfrim e-mail from amazon saying my order as been placed! I’ve just rechecked the site again since placing my order and seen that they have amended the price£439.99 I was just wondering if the sellers have to accept the price I paid and send me the goods for £11.99 or if they have a right to cancel the agreement??
    Please get back to me
    Many thanks
    David.

    Reply
  • Kesh 7 August, 2:00 am

    hi i purchased a playstation 3 controller from the seller gametime on play.com for 25.99. it has been over a week since the item was supposedly shipped with shipping time being 3-5 days. however i have not received my controller yet. i have tried contacting the seller via email but have had no response to any of my emails. what can i do, as the money has already left my account and i don’t have my item? any help would be much appreciated.
    thanks, kesh

    Reply
  • Sham 21 August, 10:50 pm

    Hi I have ordered 81 dresses from abroad/ out of uk, however they have not been delivered by the agreed date, neither are the goods how they wer shown in the pics, I haven’t recieved my full order and was asking for a refund, however the buyer ignores my messages and isn’t getting bk to me!!!
    Any advise on wat I shud do???

    Reply
  • Jon 22 August, 8:52 pm

    Hi, I placed an order with a company who were running a 2 for £20 offer. I placed 2 orders and they took payment. I paid for next day delivery. I didn’t receive the goods and when I contacted them they advised the products I ordered shouldn’t have been included in the offer. They cancelled my order despite them debating funds and them clearing from my account. I was under the impression that a contract had been formed once they had taken payment? Is there anything I can do to get my goods?

    Thanks Jon

    Reply
  • Tracey Anderson 23 August, 11:42 am

    Hi, I ordered a cutting machine from create and craft on the 25th July. Was told it was dispatched 26th but it never arrived. After several emails and phone calls I told them to cancel the order (18th August)as they could not find out what had happened. Last night I received another dispatch confirmation – different order number – for the machine I cancelled. I emailed this morning telling them o stop delivery but the machine arrived 10 mins ago. The courier would not take it back. Do I have to pay shipping to return it or are they obliged to collect it as it is their mistake/ Any help would be greatly appreciated.
    Thanks Tracey

    Reply
  • Harry 4 September, 4:45 pm

    Hi there,

    Can you please clarify something.
    You say that you have 7 days after you received an online purchase (t-shirt in this case) to return it for a full refund.

    Does that within 7 days the item must reach the seller or that you need to post it within 7 days (in can arrive after 7 days)?

    I posted back the t-shirt with Recorder 1st (it’s to sign for but it has no guaranteed delivery day – only just found that out – and it can take up to 15 working days)

    thanks
    harry

    Reply
  • Kate 12 September, 3:08 pm

    Hi, I’m a private seller on ebay and I sold an item and posted it via Royal Mail, and it was damaged in transit. I’m happy to refund the buyer, but they want me to pay the return postage cost. The eBay resolution centre says I don’t have to pay it, but the buyer is quoting the Sales of Goods Act and aggressively pushing the fact that they think I should pay the return costs. Who is right, and where do I stand as a private seller?!??!

    Reply
  • Lee 4 October, 7:42 pm

    Hi there just looking for some advice as I have just purchased a new car sterio from a well know online site and the product had been under priced by quite alot. It was obviously a typing error but I got a confirmation email before the company realised there mistake. Is there anything I can do to secure the sterio at the low price?

    Reply
  • Adrian 17 October, 5:10 pm

    Hi – I cancelled an order on-line as the item was not in stock, i was refunded but minus an admin fee, although this is stated in the websites T&Cs does the distance & selling regulation cover the fact that the full amount should be refunded as the wording in the regulation is more aimed towards returning items.

    Is there any supporting documentation with good wording as the company in questions keeps asking for proof they should not deduct the admin fee.

    Reply
  • keith royle 19 October, 4:02 pm

    hi ,i feel i have been badly treated by orange, i accompanied my daughter to the local orange shop where i bought her a new phone to replace hers which had been stolen in the shop she wanted a sim only deal and explained she may not be able to get it because she had recently come off an admin order, to which the assistant said wait a mo and came back with a young lady who suggested she was right but wasnt there anyone else who would sign for her and suggested myself with a direct debit being se up in my daughters name,i knew my daughter had funds in her account so signed only for orange to cancel the services some days later,it was put on again but i am being chased for payment now and they freely admit that the direct debit was of no account help

    Reply
  • Helen 25 October, 1:41 am

    Hello. I ordered two t-shirts from tshirtsville.com on Sept 3rd. After a month with no communication or delivery, I contacted the company to ask for an explanation. They said they were out of stock and they were waiting for their suppliers to deliver which should be within two weeks. two weeks went by with no delivery or contact, at which point I asked for a full refund. I then received a notification of despatch for one item and no reply to my request for a refund. The item has not appeared one week later (surprise!). I intend to demand a full refund again but what exactly are my rights and what legislation should I quote to get them to pay up immediately?

    Reply
  • Anthony Howe 13 November, 6:19 pm

    I bought a wristwatch from an online retail store on August 12th 2012. This was £177, Bering wristwatch..
    I received it on the 18th August but within 5 days it became faulty and I contacted the firm via email who requested for it to be returned, this was sent back on 21st and was received by them on the 22nd. (the company is in Northern Ireland (www.nigelohara.com)
    They requested that I pay for the postal for return.
    They then informed me that it had a faulty movement and that they will send it to Bering for repair.
    Two weeks later I request for an update, but was still at Bering.
    3 weeks later I asked again, but same reply.
    I then sent an email towards the end of September asking why I wasn’t informed about a refund or replacement as I began to consider that this was un unreasonable time but will wait. I received no reply. (the strap of the watch was adjusted, so I considered this as to why I wasn’t informed of a refund or replacement)
    Third week in October no reply. First week in November no reply.
    Finally 12th November I requested an update but no response.
    It’s been thirteen weeks since I returned the item and they are not responding to the emails at all.
    There is two things I need to know please.
    1. Do I have a right to ask for a refund/replacement, even after they sent it for repair and it’s considered an unreasonable time?
    2. Is thirteen weeks considered an unreasonable time or what time scale is expected for repairs?

    Reply
  • Lauren 4 December, 8:16 pm

    Hi,

    I brought a toddler bed just over a year ago which should last until she is 4. but just over a year and one the sides have snapped in half. the seller said due to how long ago I brought it no refund and they have stopped selling that item. so I get nothing even tho the bed should last her 3 more years! Is there anything I can do?

    Thank you
    Lauren.

    Reply
  • Paul Waldron 16 December, 6:11 pm

    I’ve ordered goods from Ebuyer, but then realised that half of the order doesn’t meet my requirements. I wanted to cancel the order, but Ebuyer’s system refuses to allow this. Given that I don’t expect a response before the delivery gets here; Would it be valid in this case to simply refuse delivery of the goods and have them returned, and receive a full refund?

    Reply
  • Verity Dempsey 3 January, 11:50 pm

    Hi,

    Really hoping someone can help me, I did an order online for Matalan 9/12/2012, I have only received half of my order. I have called them about 6 times already, and feel like I am being really messed around. Just received an email from them to say I will be refunded for only one of the missing items. Where do I stand with them? Feel like I am being totally messed around!

    Thanks in advance x

    Reply
  • Dean Greenfield 9 January, 4:37 am

    Hi, I brought an plumbing related item from Irragationuk.com that cost me £39.
    After paying I emailed the company and asked if it had certain rating and technical things about the item to make sure I had the right thing as I had a customer waiting for it.
    I never heard back from them.
    Couple of weeks later I emailed again asking when can I expect delivery as obviously having a customer asking about it is a pain when you have no answers. No reply again.
    Last week one whole month on I emailed them again explaining I have now brought the needed item else where and expect a full refund by the end of week and that there customer care was appalling .
    Once again no replies and of coarse no money back !
    I’ve checked through my emails countless times with searches and checking the junk mail just to make sure and I haven’t had none.

    So my question is really what do I do ?

    Many thanks

    Dean

    Reply
  • Joe Grainger 22 January, 4:11 pm

    I am getting so frustrated, please, can someone help?

    Before Christmas i ordered a 7″ tablet PC for my son from Morgan computers. After doing some research it became obvious to me it would not be suitable for my son’s needs. I contacted Morgan to cancel the order the next day as it had not been dispatched. Around eleven days later the item turned up by mail. The item was obviously used, had no instruction manual or guarantee slip and was of a dirty and poor condition. It did nit state on the website these were used items. I got in contact with Morgan and they sent me a RMA number and free post returns label by email.

    I duly followed all of their instructions, even double wrapping the package for safety. Now, Morgan are saying i have to contact one of their subsidiary companies, IJT Direct. IJT are stating they have not received the package as of todays date (22.01.13) and they will not refund me until it does turn up. Now IJT have cut off contact as i said i will be contacting Trading Standards.

    The item was under £100 so i can’t claim off my credit card. The Post Office said no extra cover was needed as it was a company return slip with a RMA number.

    What can i do? I have had to pay my credit card to avoid high interest charges.

    Reply
  • Rachael 28 January, 8:41 pm

    Hello,
    I ordered a parcel on the 28th December as yet it as not been received. I have been provided with a tracking number and it just advises the parcel is in the system. The seller his not completing his obligation; He will not provide the receipt and will not complete the Royal Mail investigation form. I have offered to do this for him. He claims that he has emailed me several times but no email has been received.
    He his now ignoring me.

    What is my next step. The payment was made by my debit card so my bank can not do anything. I do believe the item has been sent. Is there something I can send him to highlight his obligations? I’m £280 out of pocket!

    Am I within my rights to ask for a full refund and request him to claim compensation through Royal Mail. Who do I report him to for not following the legal legislation in regards to distance sales.
    Any advise is appreciated.

    Thank you
    Rachael
    -

    Reply
  • Amy 27 February, 6:32 pm

    I ordered ugg boots of a site where i knew they were fake but did not mind. I did not get a conformation email, only an email from a man saying have you received your parcel in my junk box. No website address, nothing. I order a lot online and it looked like junk. 1 month passed and no uggs boots had turned up and the site had disappeared. The bank got me my money back, great.
    2 months later I have now had an email (in my junk box) from the same man but quoting the website address so i know these emails all along were from this ugg website. The email said they have sent my uggs but asked kindly if i could not sign for it so it can be sent back because the money was refused to them.
    Their site disappeared, i never got a conformation email and it was all very suspicious and its been over 2 months! Can i keep the uggs?
    Amy

    Reply
  • Scott ayres 1 March, 2:13 am

    I bought a motorcycle just over a year ago now. And have recently found out that it may be stolen I bought this from a dealer via eBay. Were do I stand am I entiteled to a refund if the worse happens and the bike gets seized by the police.

    Reply
  • Claire 4 March, 5:17 pm

    I was due to get an online grocery shop on Saturday which didn’t turn up. Spent hours on phone trying to get through. On Sunday that agent A on the phones told me she’d contact the store then call me back. She didn’t. I called back to be told Agent A had called the store who had cancelled the order but no reason given and no calls made or emails sent to inform me. I then asked to make a formal complaint as I had already spent hours waiting for shopping/on phone and missed out on shopping I needed for lil brothers birthday. Agent B tries to put me through, can’t so raises a complaint on the system and promises the manager will call me back. In the meantime
    I had to get taxi to shop on Sunday to replace items I needed as no buses in my village run on Sundays and I don’t drive. I have a neurological illness and depression which are getting readily worse at this point.
    So we get to Monday. No call by 2pm so I call. Girl on phone getting up details, laughing with collegue in background (professional) and says she’ll contact store. I beg her to please talk to manager as Agent A has already spoken to store but she goes on hold and says she’ll talk to store and call back in 15 minutes (assume manager didn’t want to talk to me perhaps…).
    35 minutes later…. Agent C calls back. The store cancelled the order, which I already knew and there was a technical difficulty. Would I like to re book a slot and as a good will gesture they would give me £10 e voucher and free delivery, both to use on next shop. I never want to shop online with Asda again and told her I wasn’t happy with an evoucher. She said that was all they could offer there and to contact the store.

    Contacted store. They told me to contact head office. Head office told me to contact Home Shopping. Home shopping told me to contact store, etc…. etc….

    What is the consumer law they have to agree to regarding making sure a delivery arrives on the date they state (need it for my letter of complaint), unless they contact the customer (which the didn’t.

    They say the money won’t come out but I wouldn’t be sprised as it has with others and no trust with them at all now!!

    Any ideas of what my rights are?? I want to be compensated. Am disgusted with the lack of service. Such a big name too!!

    Reply
  • HG 15 March, 4:56 am

    I have purchased online and my order has not been delivered and they wont launch an investigation with Australia Post. They have had my money for a month and I still don’t have my order. What are my rights, how do I go about getting my money back?

    Reply
  • Lorraine 27 March, 12:08 pm

    Hi,
    My partner bought me an item of jewellery from an online shop that the broke the first day I wore it. Since then he has been emailing the company to try and get a resolution but to no avail. This has been going on since Christmas (2012)! He has also sent a letter referencing the sales of goods act and to complain and still has heard nothing back. What is the next step to take?

    Thanks

    Reply
  • Fay 11 April, 11:52 pm

    I ordered a pair of Nike trainers for my daughter from a website called tops1kobe.co.uk. Advertised price was £49.99 but actual cost came to £58 plus. When the goods arrived from China, they were obviously fake. This company has no contact address or phone number and I have since discovered very bad online reviews.

    I would just like to warn people and wonder if there is anything else I can do.

    Reply
  • Celia 13 April, 12:19 pm

    Hi

    I recently received an email from this company offering me a free pampering session which I subsequently booked. The dates available to book were within the month of April only & the only dates left available to book were within a couple of days time so I seized the day & booked this for myself & a friend to enjoy. My friend however cannot make this appointment & felt the whole experience was not suited for her so I informed the company of this immediately within 24hrs so that they could then have an apportunity to offer this free experience to somebody else. I have received a text from this company outlining to me the T&C’s that I need to of cancelled this appointment within 7 days of the appointment date & that if i did not attend I would be charged £49 for this breach? I find this to be very disappointing & misguiding as there was not the courtesy of a 7 day cancellation period as from the dates available to book? What are my rights as they do not have my payment details as this was supposed to be a Free offer & would I be liable for this cancellation fee to be paid in this case? I have heard of a 7 day cooling off period for distant selling but as no payment was made or no product purchased I wasn’t too sure? Please could you advise me on what to do next?

    Reply
  • Jason 25 April, 11:38 am

    I brought a xbox 12 month mebership from the shop SHO-PTO.net the other day and recieved a scaned image of the code, when i tried to use it, it says the code has already been used, there is no phone number i can find in the website and ive sent a few emails and tickets through there ticket system they use but no reply, the money was taken 2 days ago and in their terms and conditions it says all emails will be answered within 48 hours, i dont know what to do, i feel like ive been ripped off, any help would be greatly appreciated thanks

    Reply
  • rachael 2 May, 5:48 pm

    I bought a gazebo off ebay.within 1 day the hinge had broken.i thought nothing of this.one by one the began to snap and break.2 weeks later the gazebo completly collopased in a big heap.i contacted the sell who asked for pictures.
    I spoke to him on the phone and i said i would like a replacement or a refund he said je would ask the boss.the next day he emailled saying thank you for the pictures and he could do me a new frame for £35.i prompty emailed him back stating i would get my money back via ebay and paypal.
    Can he refuse to give me a refund or replacement.i paid £75 for this gazebo so not a cheap one.i epxpected it to last a few years at least.
    It for sure wasnt fit for purpose.he also has feedback with ppl saying the same thing.
    Any advice would be grateful.thanks rachael

    Reply
  • steve 19 May, 9:58 pm

    i paid £150 for my daughters, hair extensions, and after a week , they are faulty,
    we had to travel a fair way to the saloon, and i have contacted,
    them to say that ,i am not satisfied, with their product they have supplied, and i want a refund, they told me that they will not refund me ,as they are a made up item .
    i feel as we have been ripped off and i have told the saloon that, they will only send them for repair , please advise. i would be very grateful for any sensible feedback.

    Reply
  • Fernando 12 June, 8:56 pm

    My mother purchased an Commercial Ice machine thru food service warehouse. it never worked properly since day one. We called the company and was advised to call the warranty company. I called several times within 60 days and was never able to get anyone to service it. I was told it was not a good machine from one of the warranty companies that looked at it. I returned the machine to the company within 90 days. they will not accept it nor refund my $2600.00. I do not know what to do. the machine never worked properly and i called and called and was never told anything but to call companies that service the machine at cost out of my own pocket. Please help.

    Reply
  • Julie Hancock 20 June, 1:12 pm

    I am looking for advice. My silly husband booked a holiday next year for a cottage in Dorset in May 2014. After he booked it ON LINE and paid a £395 deposit, he relised he booked it through the wrong company????
    This was only yesterday, he rang them up this morning and they said we would loose the deposit. I thought there would be a cooling off period OR reading their terms and conditions, we are giving them nearly a years notice, so we should get a full refund. I am sure I remember seeing something on BBC Rough Trader about buying things on the internet, quoting some reulation?
    Can you help, this is money we cannot afford to loose.

    Reply
  • Susannah 24 June, 12:30 pm

    I need some help please, I bought some hair extentions online with Wowcher that leads you on to the sellers website to buy. This was on the 6th May 2013, the seller advised to allow up to 21 days for delivery, it has now been almost 8 weeks and I still havent reveived my goods!

    I have been trying to chase them for an update and all i got was a response via email, saying they were finally dispatched on 1st June by first class post, by the 13th June I still hadn’t received anything and was told to chase the post office myself and now it is 24th June, still nothing and the money has been debited from my account!

    Is there anything else I can do?

    Many thanks in advance.

    Reply
  • Celia Sharer 12 September, 3:50 pm

    Re: Digital Products and Services.

    I bought into a digital product/service and paid £365. I subsequently decided that this product/service was not for me and applied for a refund under the terms of the company’s guaranteed refund policy which was displayed on their website.

    The company refused my request. and I cannot now access the product/service on the web.

    I then asked my credit card company, Barclay’s, for help.

    Despite several letters, Barclays’s do not seems to understand that this product/service only “exists in cyberspace” and want me to provide hard evidence of the transaction and the company’s refund policies. Of course the only evidence of the transaction is the debit on my credit card.

    I am at my wit’s end! I have paid out £365 and have received nothing. neither goods or service. I think this is fraud.

    Reply
  • David 13 October, 12:21 am

    Hi. I have brought an item from amazon. The thing is, the description and title were different from the picture I have received the order summary via email and everything’s fine. But now I have received an email from the supplier saying they are shipping something different from the title and description. Do they have to send me the item described or can they send me the one in the pic.

    Reply
  • Jonty 29 October, 11:43 am

    I think most companies will always deal with any issue you have quickly as it makes sense for them to do so in order to not get bad publicity. I’ve had some very minor issues with a few companies and they were sorted very quickly. i.e I ordered a personalised gift from http://www.personalise.co.uk and realised quickly that i’d entered what I wanted personalised wrong, I contacted them and even though they started production of the item they said they’d start a new one with the correct personalisation for no extra charge for me.

    Reply
  • Andy 6 November, 2:40 pm

    If I ordered something online and accidentally put down the incorrect address, do the company have any requirement to refund me as I have not received the product.

    Reply
  • ron 15 November, 1:00 am

    If I purchase a tv on line, paid for it,get delivery conformation date and code and the monies have gone out of my account but the tv is not the one as described on my receipt what is my position?

    Reply
  • Tracey 16 December, 3:21 pm

    Hi, i brought a pirates fancy dress outfit for my daughter for a dance show she was in. During the song the straps broke on the dress which was upsetting for her. Ive contacted the company i brought the dress from and they say as the dress was worn they dont have to give a refund but will as a ‘goodwill’ gesture refund 50% of the costs. I feel they should refund the full costs as how on earth was i suppossed to know its faulty until it was worn! Clearly the straps were not made strong enough on the dress in the first place. Their argument is it was not faulty until it was worn! which i feel is a ridiculous argument as clearly it was made of very poor quality if the straps broke so easily after only wearing it for 30 minutes

    Reply
  • Grainne 27 December, 3:31 pm

    Hi, On the 20th december I purchased an e-bike online and paid for it including delivery and received my confirmation email. Money has been taken from my credit card.

    Three days later(23rd)the company contacted me to say it was not in stock and they would refund me the price.

    Same day I emailed to say I would wait until it came in, no answer yet.

    Today I checked their web page to see the same bike (same photos etc) for sale but £200 dearer!

    My query is can they do this, cancel my order and re advertise at a dearer price?

    Thank you in advance.

    Reply
  • francis madden 12 January, 11:27 pm

    Hi,Our situation is that we ordered 2 sofas on the internet from well known company, we waited for six weeks for delivery, they were delivered on the day they said which was ok this was the 3rd of december.When we were viewing the items on the internet we specifically viewed the thickness of the cushions which looked very thick and high which is important as my wife is disabled,within a week the cushions have started to collapse and sink down and go out of shape,we phoned up the company to complain and they have agreed to send a person out to inspect them, they could not send anyone out until the 6th of january 33 days from delivery, niether of us are overweight but it has now become totally unsuitable for us where do we stand. with many thanks for your attention

    Reply
  • gage harrison 18 January, 12:08 pm

    I orderd a dress for my girlfriend it come and didn’t fit so we returned the item askin for a bigger size , still havnt heard nothing it’s been about a month I’ve asked for a refund still no reply , wondering if you could help me , thankyou

    Reply
  • Wendy Wheatley 26 January, 10:21 am

    We bought 2 leather chairs in August 2012 in dec 2013 we realised that one of them has broken on the inside we contacted the company we bought them from and they are saying its a 1 year guarantee only that’s it we paid £1000 each for the chairs on a credit card and think they should have more of a guarantee than that where do we stand thank you

    Reply
  • c kenyon 31 January, 2:42 pm

    Hello :)
    I bought two book s n November last year from WHSmiths online. One was dispatched and received straight away, however I’m still waiting for the second!

    They emailed me abut a week after my order and said they are having problems with the supplier and their would be a delay etc. I’ve replied to their email about three times, found other customer service emails and contacted them that way, AND even tweeted them asking for a refund on the order. No one has ever replied or acknowledged my order.

    I can’t seem to sign in on their website, and when I’ve requested a password I don’t receive it (and I’ve checked Spam). I think when I purchased the books I did it as a one time order, rather than joining the site. I have the original confirmation of order email.

    Does anyone have any idea who I can contact to get this sorted?

    Charlie

    Reply
  • Rachael Howard 27 February, 2:47 pm

    Hi
    I ordered a coat in the sale from K and co, it was reduced from £97 to £38, bargain! It arrived but was too big so I went back onto the website to reorder a smaller size. They still have both sizes but the price was now £67, still advertised as “in the sale”. I was a bit confused so I emailed them to which their reply was sorry, return the bigger one and order smaller size for £29 more?? Surely this cant be right??

    Would be grateful for your advice
    thanks Rachael

    Reply
  • Tracey Kittlety 6 March, 7:08 pm

    I bought 2 trial priced items online at a cost if £4.99 each but within 2 weeks of receiving them the company had taken 2 x amounts of £69.97 for another 2 items (full price) I have told the company these were unauthorised payments but they said in the small print it says if I do not contact them to cancel they will continue to send these pills out on a monthly basis. I have cancelled any further orders but want my £139.94 reimbursed, is this possible seeing I have not even received these further items and cancelled before they dispatched anyway so they have my money and my items, I would appreciate any help on this ASAP thanks

    Reply
  • Karen 8 March, 11:21 pm

    Hi I recently agreed to advertise with a magazine but have since decided against this I agreed to it on the phone but the women did not give me the terms and condition on the call and is now saying I have to pay 100% cancellation fee can they do this.

    Reply
  • Dorina 11 March, 9:21 pm

    I had several complaints for TalkTalk. I wanted to leave as I was paying far too much. So they offered me for the same money TV as well as landline and broadband. I was clearly told I have 14 days from when I either receive the box. I received the box in the 24th Feb and I e-mailed I want to cancel on the 6th. The reason being I was told my monthly bill will stay the same, yet I have a £3.50 extra for a service I had for free before. Secondly I was told I will be able to record, pause and unwind live TV. They did not mention it was only for the FreeView channels. So this box is not really doing much for me. When they answered my e-mail the total of the cancellation was over £700. I explained the situation but they wont have any of it. I am stressed out to the max. What can I do? Any advice, welcome. Many thanks

    Reply
  • Edel 14 March, 9:47 pm

    Hi, I bought some dresses and returned them via asda direct, who In turn we’re picked up by yodel, yodel has since lost these dresses and they were never returned, I can not get my money back as the supplier has said that they only have a delivery contract with yodel and not a returns policy with them, it has came to light that when the returns labels were being printed, the wrong label was dispatched, can you tell me where I stand as I am now out £100, thank you in advance

    Reply
  • Julie murphy 20 March, 5:54 pm

    I used harpic to remove limescale on my kitchen sink but it has stained it and I need to replace it. I have sent haptic a message explaining the damage this product has caused and received a reply but accidentally deleted the email so I sent another message but have not received a reply this was approx 2 months ago. They have no contact tel no or address to contact them. I would like to know what I can do pls to resolve this situation

    Reply
  • paul niblett 25 March, 10:40 am

    I PURCHASED A RING FOR MY WIFE IN 2010 FROM A JEWELLRY SHOP IN LAKESIDE, THURROCK AND DUE TO HEALTH PROBLEMS THE RING NOW NEEDS TO BE RE-SIZED.
    I TOOK IT TO A REPUTABLE JEWELLER IN MY LOCAL TOWN AND WAS TOLD THAT THE RING HAD NO HALLMARK IN IT AND SO IT HAD BEEN SOLD TO ME ILLEGALLY.
    I TOOK THE RING WITH THE ORIGINAL RECEILPT BACK TO THE SHOP YESTERDAY HOPING FOR A FULL REFUND.
    WHERE DO I STAND?

    Reply
  • dawn 27 March, 8:21 pm

    I brought a car 2 weeks ago. It was advertised as a certain price but when we made payment, the salesman mischarged us and sold the car for less money. Can the car sales request the money they didn’t charge back from from us? Please advise. Thank you

    Reply
  • Shelagh 31 March, 7:26 pm

    Hi,
    I need help understanding where we stand on a matter concerning the repair of my bicycle.
    My partner took my road bike in to a local shop for a service, asking the bike mechanic to service it and make it safe.
    The man who did the work on my bike took it upon himself to do other work on my bike.. Changing wheels ect.. Totalling to a sum of £425! The work my partner asked to do would have been somewhere in the region of £140. The man didn’t contact my partner to ask him if he should carry out said works. As the bike is 2 years old and was only £700 at the time of purchase I really don’t want to spend that amount of money on it..
    Could you please let us know where we stand on this matter.

    Regards

    Shelagh

    Reply
  • Emma Neeson 1 April, 6:44 pm

    i ordered stuff online i recieved half of my order 2wks ago i hav contacted the company n they just me to wait but i feel like i hav waited long enuf is ther anything i can do

    Reply
  • jagdip dani 2 April, 10:27 am

    I purchased a mattress from bedandmattressworld via groupon. The item is less than a year and the stitching and item is coming away which is not right after paying £300. We tried emailing but the address on site dont work so we ended up calling. They provided us with different emails which also didnt work. Finally gave us one that worked and were told to send pictures as this is clearly not ware and tear. Heard nothing its been 2 weeks so called again and asked to be called back and they refused to take my number. Where do we stand with this?

    Reply
  • kerry 3 April, 12:12 pm

    I purchased a used £203 mobile for my niece’s christmas, however after 3 months of it not working properly we have just been informed by her network supplier that it had been blocked as it was reported stolen. She was told to go back to the store with it where they offerd my niece £175 voucher towards another handset, she asked why she could not have an identical handset in exchange & they told her that the current value stood at £175 even though they have set aside one priced at £203. I just wonderd if this was legal as i believe they should not have been allowed to sell a stolen item in the first place.

    Reply
  • Lauren 4 April, 3:27 am

    Hey, me and my partner brought a bed online. We ordered a king size but have been delivered a double. While on the phone we asked if they could paint to black but they said no so we ordered the unfinished bed so we could, which was one of the options. We set the bed up and glued the joints aswell as the bolts they provided along with painting it jet black. We then put our new kingsize mattress on and ovbs it didn’t fit. It’s been 3 days since ordering and we will be calling tomorrow as by the time we realised it didn’t fit the shop was shut. Instructions are generic and say from single to king size on them, packing had no description on it and recipt says king size. What’s our rights?

    Reply
  • Edilson Santos 16 April, 1:25 pm

    I ahve bought something on the internet and paid straight way the amout they put on the webpage, received the confirmation and recipt of the order details; but today I received a email from them saying they will credit me as the item price was wrong!!! so they ask me for more money or if I want to choose something elses?
    What is my wright now please.

    Kind regards,

    Reply
  • Andrea Mcclorry 17 April, 2:25 pm

    Hi I bought a retro black and while 3+2 sofas on line they said in the add they were called Sergio grade 2 Italian leather and when it did finally get delivered at 1.45am last Friday morning after waiting all day/night for it when we unwrapped it it was a sticker on the wrapper saying it was a Palermo when we googled it says it’s faux leather when we rang one of the many mobile numbers we had they denied it was faux leather and the manager started to get bit nasty we said we are not happy with the sofas and they just won’t have it the have ignored my phone called and text messages I paid 320 for them plus 35 delivery cost we can also feel the wood on the seat at back they are extremely hard and very uncomfortable. It was a company based in Manchester that r putting adds on hunters under all different mobile numbers and also stating that they are only one of a few that are selling Italian leather sofas can you please give me some advice are help me get my money back

    Reply
  • Susan Grozier 11 May, 2:58 pm

    But what if the goods do not arrive? I ordered fitted car seat covers online, paid by debit card, cash taken from my account on the 14th April but still not received goods. Have emailed them 3 times and written. No replies. Still no covers.

    Reply
  • Ryan lockey 30 May, 3:24 pm

    Hi i tecently bought my wife some
    Wedding shoes from america they come damaged and not what expected now they wont respond to me or send me a returns address can you help thanx

    Reply
  • Caroline 15 June, 1:45 pm

    Hi we paid for a part for our jet wash but 2 weeks later we still haven’t received it … We have phoned and emailed but had no reply from both … What can we do ??

    Reply
  • Chris Davis 19 June, 12:31 am

    I got an iphone 5 on contract with 3. 6 months down the the line there was a hardware problem with it. Took it to the apple store and they replaced it with a brand new phone. Now another 6 months has past and there is another hardware problem with the brand new phone with the battery where the phone keeps switching off when there is 40% battery. I rang apple and they are saying I have to pay for the repairs because it’s out of warranty and it could cost from £50 -£230. I think this is wrong because I’ve had two phones in a year with malfunctions that are nothing to do with the way I look after the phone but were giving to me faulty. Do I have any rights?

    Reply
  • Emma Meigh 23 June, 4:31 pm

    I recently purchased free trial goods of line only payin for shippin, I res t’s n c’s n it stated if I didnt cancel within 14 days they would automatically send me a new batch every mth with a charge of 97.99 so of course I cancelled my subscription the very next day…I also re eived a email from the company confirming my cancellation n that it had been processed n re eive but when my bank statement came..they had taken a total of 300 pound from my acxount on 3 seperate occassions after my email to them and after my email from them selves…surely they hav not got any rifht to do this as I cancell with in tge giventime sscale n had confirmation bk from them selves…any advise welcome

    Reply
  • justina 24 June, 8:19 am

    Hi, I have recently bought a parm from a company in US online, I live in Lithuania myself, after I paid for it, the seller would reply that they did not get the right amount and after clearing the situation out it appeared that they made a mistake and posted two items when I ordered only one and they wouldn’t let me to collect the item until I pay atleast a half of the amount for the second item, return it after and then they could rufund the money for the second one. Since then I cannot get in contact with them, they do not reply to any emails or phone calls, I did not get the item and I have paid quite good money.for that. Where and how can I claim the situation?

    Reply
  • robert cooper 30 June, 10:51 am

    i bought some parts on the internet from europarts quite a well known company they sent the wrong parts. i returned them asthey told me to do on the phone they wont return my moneyi have contacted them on numerous occasions ive been told to contact different branches by them always beeing passed on. i have now found out by someone in the trade they do this regularly and like most people i give up as it is now on the point of costing more to get your money than the goods cost nice scam they get the goods back and keep the money as well. awarning to anyone buying car parts from europarts

    Reply
  • lynda hornsey 4 July, 9:27 pm

    i tried to order a bed on argos it showed on the website as available in stock and d available for delivery. I tried to order it 3 times and was unable to get to checkout. I rang argos today spoke to leanne at 10.25 to find out the bed wascwrongly priced and they wouldnt let me have ut for 74.99 yet if this happened at the checkout at mortisons they would have to honour the advertised price hand the bed is still being advertised on the site…is this fair?

    Reply
  • Giulia Khawaja 9 July, 10:42 am

    I was looking for information about having bought seeds which do not germinate what can be done? The firm ‘Plants from Seed’ does not accept any responsibility but have in effect, charged £7 for two small plastic plant pots and a tablespoonful of compost. The seeds were the size of a full stop and impossible to handle.

    Reply
  • cinda 9 July, 4:29 pm

    i had been negotiating a price for an item i had been looking for for years on a website back and forth for a couple of days ( not eb**) when someone started negotiating for the item as well. wanting to ensure that i would get the product either way i went ahead and paid full price on the site to ensure the product was mine during negotiations. she wanted payment through pp, so i had left my contact info to ensure she could send me the invoice at her leisure.
    i woke up this morning to find my purchase cancelled and he had given my purchase to the other shopper.
    wasn’t my purchase protected in some way?

    Reply
  • Lois 10 July, 12:18 pm

    Do these rules cover purchases from the US? I recently purchased a hand made baby hat. Item has never been received (the seller claims to have sent to but wouldn’t supplier a tracking number). I requested a refund, the seller claimed to have sent this via paypal, however it was never received. Now the seller has blocked me to stop me making contact.

    I have found an alternative way, but wanted to know my rights before I message them.

    Many thanks

    Reply
  • Ashley 10 July, 1:07 pm

    We bought 5 packs of cobbles from a website and now they’ve cancelled our order stating that they had priced it up wrong… Are they obliged to provide the goods at the price originally offered.. Thanks in advance

    Reply
  • gavin 13 July, 3:31 pm

    i have bought a pool heater from Bestway, when i reieved this on reading the instruction it states it must be plugged into a wall socket, this wasnt specified in the description on their website and because of this it is unusable.
    Their phone number is just a phone message and i have to email a fault, i have done this every day for two weeks and only ever had a stock email in response, i have no way of contacting them other than this email address.
    I have demanded a refund but i just get a standard email acknowledging my request, what should i do?

    Reply
  • Jan 14 July, 10:12 am

    I have bought an item of ebay. it is faulty and needs to be returned. I was told that l should have kept the packing even though it has been over a month and the packing is bulk •

    is this true?

    Reply
  • Bob Evans 14 July, 4:01 pm

    I purchased a blind on line which had a broken part. The suppler has sent the parts required but not assembled. I have tried bur cannot assemble the parts. Supplier saying its easy to do I say impossible I want my money back or a new blind and supplier says no refunds on made to measure blinds.

    Where can I turn to for help?

    Regards

    Bob Evans

    Reply
  • T. Rosa 18 July, 8:20 am

    hi!
    About 3 months ago i bought a tablet online the specifications were 1gb ram 8gb mem last week i i was unlucky and broke the screen as its not cover by the warranty i toke it to a shop to repair and when the shop assistante open it he told me and its also writen in a small sticker on the inside of the tablet that the tablet just have 512mb of ram and 8gb of mem.
    i contact the shop that sold me the tablet to say that i was miss sold the tablet this tablet was not what i paid or wanted and they saying because the screen is broken they cant do anything. my point is if i hadnt broken the screen i wouldn’ve found out that they had sold me a wrong tablet. what can i do????

    regards
    T. Rosa

    Reply
  • lynn 23 July, 9:18 pm

    I purchased what was described as a bedroom package containing several pieces of furniture, payment was made, dispatch notice received, however only a single piece of furniture was delivered. I contacted the seller who informed me the description on the website was incorrect. They have said they’ll refund me and collect the item and amend the advertised product details. However 3 days later the same product description is still on the website. Where do I stand in regard to getting what was advertised?
    Thankyou

    Reply
  • Enquiring Minds 25 July, 5:50 am

    I bought a $4000-5000 Ford Fiesta body kit from Puma Speed, a company in the UK, and have been trying to reach them about it ever since. A year after delivery was overdue they just stopped replying and now don’t reply to my contact. How can I, living in Sydney Australia, get my money back from these con artists? Any advice is greatly appreciated.

    Reply
  • Emma 26 July, 3:30 pm

    I preordered an item due to be delivered on the 28th July. I then received an email to say it would be delayed for a month. The next day after that I receive another email to say that my order has been cancelled as the supplier cannot fulfil the quota. I go and look on the website I ordered it from only to see the item now being preordered for December delivery (which would be fine by me) but at more than twice the price. Can this company do this? I would love to know if I could take this matter any further.

    Reply

Next post:

Previous post: