Big Norman- burglary?!

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daisychain

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I have posted on an existing thread that hasnt been active for a while so thought i'd restart the topic regarding this online retailer and their recent 'burglary' problems!

I ordered an item from Big Norman (Nikon D3100 Lens & Body Kit) back in January. Not much cheaper than other places but didn't charge extortionate amounts for delivery to the Highlands!
Anyway, received all fine- thrilled with it! All parts intact, all in what looked like original packaging, no sign of being opened etc etc.
Lens malfunction in June caused me to send back both the lens and body as they wanted to check there were no faults in either.
I patiently awaited notification that it had been fixed and was on its way back to me and after 2 emails to them asking for updates instead received an email on 31/07/12 about the burglary! Since then there has been a series of emails back & forth about supposed 'refunds' but no money has been allocated to my Google Wallet account. The last one suggested that if no refund was showing in my Google wallet then I should approach my card company to apply for a chargeback?
What should I do?! I am quite concerned and don't know where to turn as I fear Google Wallet will be unable to help me as the purchase was so long ago!
Any advice much appreciated!
 
Why would you think that anyone here would have the answer? contact Google and your card company and find out for sure where you stand, do it now.
 
That sounds a bit harsh of me, sorry but you have the solution in your own hands, go do it.
 
try the card company first and failing all else Trading Standards not sure if a Small Claims Court could help in this situation??
Dave
 
nikonuser said:
try the card company first and failing all else Trading Standards not sure if a Small Claims Court could help in this situation??
Dave
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The company are in Gibraltar, their only hope is the cc company, and even then it's not clear cut.
 
Thanks for your suggestions- sorry if this was the wrong place to post about something like this, its just that there was a previous thread where people were talking about this so was hoping someone who dealt with the company might have some advice on how they dealt with the situation if they were affected.
 
Be persistent with the cc company if they initially turn down your request. I had a similar problem with another supplier and the cc company (HSBC) initially turned down my chargeback and gave me the impression that this was their automatic response to any sort of request of this type saying that it was not their problem and I should contact the supplier despite the fact that I had already told them I had! I persisted with my request and followed the escalation process and eventually got all my money back :-)
However, the bad news is that it took 8 months in all and a lot of telephone calls, to a dreadful offshore "helpdesk", and a lot of written correspondence to get a resolution.
Hope you get a quicker fix than me!
 
Steep said:
That sounds a bit harsh of me, sorry but you have the solution in your own hands, go do it.
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Now hang on there the idea of a forum, especially TP, which I have found exceptionally friendly and helpful, is for us to help fellow members isn't it :thinking:

There could well have been others who had the exact same experience and achieved a resolution. If you have problems wouldn't you feel free to ask on here hoping for, and expecting, help if you could get it :shrug:

Sorry OP to jump into your thread but.........
 
gunther1966 said:
Be persistent with the cc company if they initially turn down your request. I had a similar problem with another supplier and the cc company (HSBC) initially turned down my chargeback and gave me the impression that this was their automatic response to any sort of request of this type saying that it was not their problem and I should contact the supplier despite the fact that I had already told them I had! I persisted with my request and followed the escalation process and eventually got all my money back :-)
However, the bad news is that it took 8 months in all and a lot of telephone calls, to a dreadful offshore "helpdesk", and a lot of written correspondence to get a resolution.
Hope you get a quicker fix than me!
Click to expand...

The problem in this instance is the transaction the CC issuer was jointly liable for was completed successfully. The camera was bought, paid for and delivered. The CC issuer is not party to the return of the camera for a repair.

Should the chargeback request be refused I would presume any escalation team that actually looked into the full series of events will realise this and rightly refuse the claim.

It's not the same thing as buying and having a problem with the item on delivery or shortly thereafter. Daisychain has a case against Big Norman, the major problem is they are abroad, and apparently no longer trading.
 
The goods were faulty and returned for repair or not the shop have not completed the original contract of sale, i.e. the goods were not fit for purpose or merchantable quality. They are allowed a reasonable time to repair faulty goods but that appears to have past by now.

However, this could well be all academic as the Sales of Goods act almost certainly doesn't apply.
 
DrRusty said:
The goods were faulty and returned for repair or not the shop have not completed the original contract of sale, i.e. the goods were not fit for purpose or merchantable quality. They are allowed a reasonable time to repair faulty goods but that appears to have past by now.

However, this could well be all academic as the Sales of Goods act almost certainly doesn't apply.
Click to expand...

Very true, the big fly in the appointment being SoGA doesn't apply to retailers abroad.
 
Do you have home contents insurance or separate photographic insurance? A few years back my car was broken into whilst on a holiday in Ireland and some items stolen. It turned out I could claim on my home contents insurance. This may be a very different thing but it may be worth contacting your insurer.
 
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