Dodgy online companies...

Eddzz!!

Eddzz!!

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Eddy
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I HATE THEM. With a passion. I placed an order with a company yesterday who promised to have a bespoke product delivered to me by Monday. This wasn't a personal product, it was for business, so it was imperative that it arrived in time for when I needed it. "Great" I thought - I'll order it and it will be here Monday. After placing my order I rang the company (based in Doncaster) to confirm a few details regarding my order. No answer. After my fifth attempt at trying to ring through, some delinquent answered the phone with a lowly "Hello?" - no "Hello, you're through to [Insert company name], how may I help you today?" - just "Hello?"... Anyway, I went about confirming with the lad exactly what I needed doing with my order. His response "Yeah, yeah, okay - yeah, that's fine. Oh by the way, we can't guarantee that the order will be with you for Monday 'cos it can take up to 48hrs for your order to be processed." (It said on their website that if I ordered within that certain time-frame that my order would be 'Guaranteed' to arrive on Monday) - "Okay, then cancel the order please, I will have to go elsewhere." ... "Oh, I'm sorry, we can't issue refunds - only the manager can do that and he's not around today, you'll have to call back tomorrow."

I have called eight times today and still no sign of this elusive 'manager'. Each time I'm met with the same response "Sorry, you'll have to call back later..." Seriously, who are these jokers?! They've got £200 of my money and are pretty much refusing to cancel my order and return the funds to me. I'm currently out of pocket whilst these clowns hold onto my money and I place an order with another company in the meantime.

I've paid via PayPal, but unfortunately, PayPal disputes don't favour the buyer when it comes down to bespoke goods - you just aren't covered by PayPal protection. Thing is, my order hasn't even been created yet (the company's designers needed to confirm my design with me before proceeding with production) so that rule should not really apply at this stage. All I want is my money back! Any advice on where I can go from here? I'm becoming increasingly wary of buying from these independent online companies, it just seems that everyone is out to fleece you!
 
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Eddzz!! said:
I placed an order with a company yesterday who promised to have a bespoke product delivered to me by Monday.
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But did they say which Monday?

We used to get some engraving done by a local sign maker. Everything we gave to him, he said "it will be ready on Thursday". When we called him at the end of the day on Thursday he would say "I didn't mean this Thursday" !!


Steve.
 
Steve Smith said:
But did they say which Monday?

We used to get some engraving done by a local sign maker. Everything we gave to him, he said "it will be ready on Thursday". When we called him at the end of the day on Thursday he would say "I didn't mean this Thursday" !!


Steve.
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Haha! ;) They did in fact specify next Monday (28th)!
 
[UPDATE] They're trying to tell me now that a 30% cancellation fee applies to any bespoke orders - my order hasn't even been created yet! Anyone know how I can have the funds returned to me? I'll give PayPal a ring, but I'm not sure how much use they can be at this stage.
 
What date did you place the order?

Also if they have started your order then they can not charge you a 30% fee
 
Started yesterday, cancelled today (before any kind of production had started).

What's funny is that they're claiming they've needed a 48hr time for their "designers" to put together the product for print. I gave them the design (logo) I wanted printing, all they had to do was add some text to it... According to them that takes 48hrs. They're an absolute joke of a company that seems to be operated by a criminal.
 
Is your paypal linked to a bank account or a card?
 
neil_g said:
100% get paypal dispute going, it can take up to 20 days. They're not as useless as a lot make out either.
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:plus1: I had issues over goods that I paid for using PayPal. Goods weren't as described. Seller refused a refund etc.

Opened a dispute through PP and money back within 2 days.
 
I think if this is a B2B transaction and a bespoke service/product then all bets are off with what we are used to with our normal consumer rights. It might be worth having a word with PayPal but maybe just persevere with the company and see of you can get what you wanted as quickly as possible? Were there any cancellation terms you agreed to when placing the order?
 
Spuff said:
I think if this is a B2B transaction and a bespoke service/product then all bets are off with what we are used to with our normal consumer rights. It might be worth having a word with PayPal but maybe just persevere with the company and see of you can get what you wanted as quickly as possible? Were there any cancellation terms you agreed to when placing the order?
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The 'company' are having none of it - the best they're offering me is a 70% refund, which is completely unacceptable considering the timeframe in which I cancelled the order. I've said to him that I have cancelled the direct debit with Paypal and that any debits on my credit card will be charged back to me - so either way he wont be getting my money. He's really not happy about that. I could understand his position if I'd ordered and waited a week to cancel, but even then the amount of 'work' going into my order is minimal. But I cancelled less than 24hrs after placing the order.
 
WHEN WILL THIS END?!

The guy is absolutely adamant in keeping hold of my money. I really don't get it. He's not provided the service that I paid for so I have the right as a consumer to cancel and receive a full refund - that is how it goes! He's now attempting to hide behind his terms and conditions. I'm hoping said T&Cs aren't enough to defend himself with when he deliberately deceives customers via his homepage into buying a service that they will never receive... Below is an example of said deception:

"Order today and receive by next Wednesday!*T&Cs"

*This actually isn't true in the slightest and we will make no efforts to fulfill this promise
 
They can have what ever terms and conditions they want, the reality is though that they do not override the law or your consumer rights
 
Keith W said:
They can have what ever terms and conditions they want, the reality is though that they do not override the law or your consumer rights
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Consumer rights are certainly in my favour in this case. However, I've spoken to PayPal again this morning and I feel a little uneasy since. I've called my bank and had my funds recalled and will be keeping an eye on my credit card - if it is debited then I will charge the funds back to my card. Paypal have said to me, however, that if I recall/charge back the funds then they will "Hold" the money and decide where it goes from there. Here's hoping they side with me on this one.
 
Keith W said:
They can have what ever terms and conditions they want, the reality is though that they do not override the law or your consumer rights
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But (unless I've read it wrongly), Eddy isn't a consumer - it's a business to business transaction. So whilst there may be a contractual dispute, Eddy is not going to get any help from consumer legislation.
 
Spuff said:
But (unless I've read it wrongly), Eddy isn't a consumer - it's a business to business transaction. So whilst there may be a contractual dispute, Eddy is not going to get any help from consumer legislation.
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The transaction was actually personal and whilst for 'business' purposes, it wasn't for a registered business. The purchase was made on behalf of a community/student radio station and the costs were paid for through my own personal funding.
 
Spuff said:
But (unless I've read it wrongly), Eddy isn't a consumer - it's a business to business transaction. So whilst there may be a contractual dispute, Eddy is not going to get any help from consumer legislation.
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What I said was..... there terms and conditions do not override the law or your consumer rights

So business or personal they would be covered
 
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Keith W said:
What I said was..... there terms and conditions do not override the law or your consumer rights
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Precisely. And it was because of that ambiguity that I made my response.
 
He's caved in - a refund has been issued to me!

That's the last time I deal with a company like that!
 
Can you name the company so other TP members can avoid the same happening to them.
 
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