Getting a refund from a company (UK)

[Odd]

I bought a product from a UK company online, and I returned the item because it does not work as advertised. The technical sales lead has checked the returned item along with my evidence that it doesn't work as advertised, and he has agreed to refund me the money for it (around £420). I gave the company my banking details on the 10th of April but still I have no refund.

When I phone the company they tell me there is only one man in accounts who can refund that money because it is over £400. I can never get him on the phone, he is always in a meeting and he doesn't respond to my emails. Last week Tuesday I phoned up asking to speak to the MD of the company and he too was in a meeting. I found out he is the brother of the man in accounts who is supposed to issue the refund. The guy on the phone told me the MD had assured me I would get the refund in two days and this has not happened. I would have ad the refund by Thursday then...

What can I do to get this company to pay up?
They are based north of Leeds and Blackpool whereas I am in London.

 

[Ivan67]

Call him at home, or call in as someone else that anyone would cancel a meeting for.

 

[LJH1]

Dependant on the type of company, the threat of contacting the ombudsman often puts the fear in them enough to get their arse in gear.

The ombudsman details can be found easily online on google. Note that each business sector has their own so search for the right one.

If the threat of contacting the Ombudsman does not work, then actually contact them as they will settle your dispute.

Hope this helps.


Sent from my iPhone using Close Protection World

 

[Odd]

Ombudsman seems worth a try then, thanks for the tip.

 

[rhea]

How did you pay?

 

[philrobo600]

Who is this company?, bear in mind the ombudsman cannot force them to refund you. If you paid with credit card you are covered, failing that the only other way is small claims court.

 

[SCT]

Always, ALWAYS, pay by credit card. Not only are you protected, its good for your credit rating (assuming you pay it all off at the end of the month) and in some cases (like MBNA and BoA) generates airmiles.

 

[Odd]

I paid by direct bank transfer.
The company is Ribble-Enviro:

Ribble Enviro Ltd – Portable gas detection monitors, hire and service of portable gas monitors, fixed gas detection systems, calibration gas and detection tubes

 

[SCT]

I paid by direct bank transfer.
The company is Ribble-Enviro:

Ribble Enviro Ltd – Portable gas detection monitors, hire and service of portable gas monitors, fixed gas detection systems, calibration gas and detection tubes

They have been around since 2007 and the company seems to be in order. However, a charge (mortgage) was registered at Companies House against the company on May 16, 2014, but this could just mean they secured a loan against the company.

 

[Visioneer]

Send a letter, recorded delivery, advising that you'll initiate proceedings within 'x' days, unless you receive a full refund. (It'll cost you £35.00)

Then: https://www.moneyclaim.gov.uk/web/mcol/welcome

This MIGHT scare them into coughing up. If they're just being a pain in the arse to deal with, this should do the trick. If they're genuinely broke, and CAN'T pay up, then you've wasted 35 quid, but at least it'll be on record as a warning to others.

V

 

[Odd]

Many thanks, all. That is what I will do.

 

[Carl Dowd]

Try here... be strong, use unequivocal language and set the correct tone... as everyone has stated on here already, do it in writing, record everything, have a clear and time-scaled strategy and research the Law... you have options!

Know Your Consumer rights when buying online  - The Office of Fair Trading

CD

 

[Odd]

Update: I did as suggested, put together a complete record of what has happened and mailed that to the MD of the company, signed for. I advised in the letter that I will be taking it to the small claims court if I don't get the refund by 10 June 2014.
Checked the tracking via Royal Mail website, waited until it was signed for and then sent an email to the MD and the accounts dept advising I will be taking legal action if I am not paid by 10 June 2014.

That's when I got an email back from the Magic Guy(tm) who was concerned that his company would have to eat that debt. Presumably the more appealing option to him was that I eat the debt, or wait indefinitely until they claim the money back from the distributor.

I replied back saying it is not my problem, his own technical lead advises I should get a refund and furthermore the product is incorrectly advertised: it doesn't do what it says in the online advert.

10 June comes around and I get an email saying he can't pay out today, has to wait until the next day because he has exceeded his limit for payments. I say no problem (I can't get to the bank to get definitive evidence that no deposit was attempted until Saturday).

Just checked my online banking today and I have been paid, so that ends the saga.

However I would say this to Ribble Enviro: your company is hampered by key senior personnel not having good business ethics and by key senior personnel not maintaining good communication with customers. In short, you shouldn't dodge customers' complaints, promise refunds and not deliver, and try to make the customer the fall guy for errors in your advertising (or that of the companies whose products you sell).

I will never deal with you again!

 

[Visioneer]

Nice to know you got a result.

As for...' he can't pay out today, has to wait until the next day because he has exceeded his limit for payments.', is bullshit. He'd maxed his overdraft and had to wait until the next day, when there was (hopefully) some money in the account'.

V