Coopers Sewing Machines

Having made a purchase online for a friend at Coopers with a debit card, My friend then spent a week chasing up the delivery date being told a number of different excuses and dates and then finally being told by the manager, Mr Cooper himself that they were withholding delivery because he "smelt a rat"! Rat in question being my billing address differing from his address as the delivery, an option that is offered at checkout on their site!
After being verbally abused by Mr Cooper my friend was hung up on twice.
I offered to call on his behalf, by means of clarifying the situation for Mr Cooper and I was immediately and bizarrely met with most vile and offensive abuse possible from someone purporting to work as a manager in sales. The utter disdain was horrifying, despite my efforts at calm and rationale, this man screamed at me, called me a lunatic whilst yelling down the phone in a manner not fit for anyone of sound mind and had the audacity to accuse my friend and I of SCAMMING!! I was also hung up on a total of three times, each time I spoke with more and more of a passive tone until I was barely audible and each time this Mr Cooper's manner became increasingly sinister. Finally I was told that if I wanted a refund, I would have to wait three days for his "sales lady" to be in. And then when I reminded him of it being an online transaction he said he could do it today, however he then sought to insult and provoke me further (although I would not be provoked) and when I asked him why on earth he was behaving this way, I was told to "get my credit card company to sort out my refund" and hung up on once more.
Apart from this man obviously being some sort of power crazed bully. I believe that he is yet another one of these online "specialist" stores that claim (where others are honest and say they have no or limited stock) to have availabilty/stock of goods, take money before dispatch and then fob customers of with excuses about delivery and suppliers until stock is available. All the time taking their sweet time to do so.
Is there a law about this (trade descriptions??) or is and can something be done about these borderline fraudulent online retailers?
Anyone?... Sorry for the rant.

Hi Tony,
Many thanks. I did contact consumers advice and have this evening forwarded a recorded delivery letter asking for a full refund.
Whilst, I appreciate you sourcing the article from the guardian and their website response, I am actually more alarmed by what I have discovered this evening googling their company name! I think now I should forward my complaint to BBC Watchdog as this Mr Cooper's behaviour is extrememly worrying by all accounts and I am not filled with confidence in receiving my refund at all.

No, unfortunately as I say, it was debit card (POS) purchase. I should know better as I shop online a lot but made this purchase in a hurry for a friend and wasn't thinking.
From what I have discussed with other customers online is that he has no problem dismissing people's claims even when backed up by legal advice and has a history of not refunding or resolving customer issues.
More worrying is the pattern he has built up with customers and shocking to find identical stories to mine of verbal abuse over the phone!

Thank you

bubblybubbly said:

The EXACT same thing happened to me, he took my money, like yourself i paid over the phone, he made excuses that it had been delivered, then it was not, kept hanging up the phone on me, told me if i wanted a refund then i would have to call back in 4 days when the admin staff would be in, then i wanted to talk to managament, only to be told they were in a meeting ,call back, then i called back to be told they have gone home and wont be back for days!!! was swore at shouted at, i cant believe that he is able to trade still, its terrible, like yourself i wish that i checked online what people saId before buying, i have lost my money, but he gave the exact same story!!!!, BANK WILL NOT GIVE MY MONEY BACK, THEY SAID IT WAS MY RESPONSIBLITY

Click to expand...

Ok. What eventually happened with me is I wrote to Mr Cooper Straight away
using this template letter:


Personal name/Address details


Date…….

Owner / Managers name (or The Manager)
Retailer’s name
Retailer’s address
Retailer’s postcode


Dear Owners/Manager’s name or Sir/Madam


Consumer Protection (Distance Selling) Regulations 2000

On [insert date] I entered into a contract for [service].

Under the Consumer Protection (Distance Selling) Regulations 2000 I would like to cancel the contract. I require reimbursement of all monies paid within 30 days /confirmation that no payment will be claimed by you. [Delete as appropriate]


Yours sincerely /yours faithfully

[Name]


You must send this within the 30 working days by RECORDED DELIVERY. I did this and got my money back. It is appalling that this pattern of hideous behaviour and deeply worrisome trading is being left unchecked.
Forward your complaint to consumerdirect.gov.uk

The more people complain and report their experiances, the more it flags up the issue.
Not to worry you further but there are many other experiences logged on this forum: thesewingforum.co.uk "has anyone had dealings with Coopers?"

A simple google search will throw up alarming stories on various forums.



Good luck.

Be interested to know how you get on.