I'm having a nightmare with Dell who are refusing to refund on a laptop that was faulty on arrival. The purchase was an essential replacement to an outgoing (dead laptop) and I had to buy as a 'Business User' as the Win7 Pro OS was only available on the business part of their site. The Dell laptop arrived faulty straight out of the box upon first boot-up (Touchpad not working). To cut a long story short, the laptop is not fit for its intended purpose. I allowed a more than reasonable window of several days for Dell to try to remotely fix the laptop. Staff were slow, incorrect recovery discs had been shipped with the laptop, departments were clearly not communicating and dates and deadlines missed. No fix was found. With my work on stop being in laptop limbo, I put in a written (email) request for an immediate replacement unit to be shipped. This was ignored / not actioned. I then gave notice by email that if I couldn't be provided with an immediate replacement unit I would be forced to buy a working laptop from elsewhere and to claim a refund. More promises, more lack of action, and so I had to buy a new laptop to get my work life back on track 7 days after delivery. Amazingly I am now being told by Dell 'UK Sales Operations' having allegedly referred my case to the 'Quality and Legal Team': "As a business user, and in accordance with the terms above Dell is not in a position to take back system for refund." And quoting Section 9 Warranty of their Business T&Cs: euro.dell.com/content/topics/topic.aspx/emea/topics/footer/terms?c=uk&l=en&cs=ukdhs1#privacy Surely me making this purchase as a 'Business User' (not out of choice, but out of necessity) doesn't mean that I'm not protected by the Sale Of Goods Act and able to claim a refund for goods that are clearly not fit for purpose? I now have absolutely no need for this faulty Dell laptop, or even a fully working Dell laptop. I had no option but to move forward with another laptop from another supplier. But I do need the near £700 refunded to my credit card! I'd like to add (in the hope that other potential customers take note) that Dell customer services have been absolutely diablolical to deal with from the start - all overseas staff with no accountablity, no power (or willingness) to action anything and shocking communication skills. I submitted a complaint through the Dell online complaints form which promises a reaction within 24 hours, and still nothing 36 hours on. I'm writing to Head Office next but would like to be sure I'm not hindered in any way by being a 'Business User'? Any advice gratefully received!

This Saturday 20/04 my girlfriend and I are off for a holiday of a lifetime to Disney World Orlando. I thought it'd be nice to book a single night in one of the Universal hotels, because of the perks with staying on site. Got a great deal at LastMinute.com £111.44 for the night. Brilliant. Fast forward to March this year and we had a change of heart, and felt it was a bit of a waste of money, considering we were already paying for a villa and that the £111 could be better used towards extras. Complying with the cancellation policy, I requested a refund and LastMinute were fairly quick at responding and proceeded to process the refund, informing me it would take 7-10days to process. That was easy and waited, had no refund, waited 7 days and then it suddenly dawned on me that I'd initially paid with a debit card from an account that in the meantime I've closed. Emailed LastMinute and informed them. With a lot of back and forth they claim that the refund has been processed and there's nothing they can do. I speak to my ex-bank who inform me that any transaction to a closed account would have bee rejected and have provided me with a statement showing the initial transaction and that in December the account was closed. So now both parties claim it's the others problem and that neither can do anything to help. I know it was initially my fault for not informing LastMinute.com but now £111 has just disappeared. TL;DR LastMinute refunded money to a closed back account, now money has vanished and I'm out of pocket.

Hi I pre-ordered some goods from http://www.black-eagle.co.uk in Auguest last year. You could order the item at a discount with the promise that it would be delivered a few months later. Well the date passed and I emailed then and found out it wasn't made yet. I did this every few weeks or so. I March I got an email saying "We are working through the orders and have decided to cancel and refund due to the delays. You will receive an update in the day day or so." I didn't get anything. Then I get: "It seems we are not able to process refunds after so long a period. Therefore, we are offering Credit Vouchers that can be used on future orders. We will update all orders during the course of this week to confirm this." I said this wasn't legal nor acceptable and I got another email saying: "Due to circumstances beyond our control, we have cancelled this order. Due a change in our payment providers, we are unable to offer a refund against your order. Therefore, we can only offer you a Credit Voucher to be used against future orders. Please contact us prior to ordering so we can send you your voucher for the value of your refund." I complained saying I wanted the money immediatey and got: "Email me your bank account details and I will see if we can get this done for you over the next week or so. We are not able to do this 'immediately'. Our intention is only to try and offer a solution should customers wish to take an alternative product in the mean time. I can assure you we are not happy with the situation either." I said that a week or two isn't any good given they've had my money for most of a year and got "The problem we have is purely cash flow, as a result of the issues caused to us by the factory, hence the reasons why we are actually slow in being able to provide refunds. That is the reason we offered the voucher, which I hoped may be acceptable to most. So far, that has been the case as has the offer of an alternative when we get a reply. I am trying to help customers with alternative options, that is all." I called CAB and they said write giving them one week to pay up or risk legal action. I've done this but had no response to this or another email. So it seems they lied about the reasons why no goods or money has been forthcoming. Firstly it was down to the factory letting them down. Then it was a "change in payment providers" and now it's "cashflow". What's my next best step other than driving up there and extracting the money from them manually?

If a residential dwelling has been re-banded to a lower (less expensive) Council Tax band, how is the refund for past payments of Council Tax calculated where occupants received some Council Tax Benefit (varying periodically according to occasional changes in circumstances over the years) and they paid the balance due: Are the occupants entitled to full refund of the difference between the bands regardless of Council Tax Benefit payments, or would the Council Tax Benefit that has been paid be deducted from the refund due? Will a banding change to a lower band make the residents liable for over-payment of Council Tax Benefit even though obviously the wrong original banding was not their fault? If the Council is months late in implementing the confirmed determined change in banding and has delayed issuing new bills and providing a refund, do the occupants have to continuing paying Council Tax bills based on the confirmed wrong and higher band meanwhile or are occupants entitled to a correct bill from the point the Council knows the banding is wrong?

Hi all, I'm having a problem with a company that have put an incorrect address on a parcel for me and hence its been sent and signed for at the wrong address. Unfortunately when I first paid for the item I mistakenly submitted an incorrect delivery address on my paypal account. However I quickly realised this and called the company to inform them of the correct address and emailed to which I receievd a reply confirming that the address had been corrected at their end. A few weeks later they dispatched I contacted asking them about the status and they replied that I should have received the parcel. On checking it turns out it has gone to the original (incorrect) address even though it was dispatched weeks after I informed them of the mistake. I am attempting now to get a refund as it was a gift which has now expired its pupose because they have taken so long to send and now have sent to wrong address. However they say they wont refund until they've got the item back. Does anyone know where I stand on this should they have problems retrieving the goods? (it's just that there customer service is shocking they seem to be dragging their heels in sorting it out). I can foresee it getting problematic.

Hello all. I bought a tablet from Very back in July. I didn't pay for it immediately but instead added it to my credit account. When I received the next statement (August), I paid the full amount using my debit card. Last week it developed a fault and upon phoning Very was told I needed to send it back for them to check it. This was done and today they agreed it was faulty and credited my account with the value of the item - so no issues there great service As I have already paid for the item in full I asked why had it been put on my account and not refunded and was told they won't refund to my card as I added it to my account first. Is there anything I can do or do I just have to accept the credit? Thank you

Finding out some information on behalf of a friend. My friend recently moved out of his rented house after a split with his partner. He had no rent arrears. He gave a months notice as required by his agreement. He spent 2 days cleaning the house from top to bottom, but when the land lady came round the first thing she said apparently was that the house was filthy and in a disgusting state. Which my friend was shocked and informed her that he had just spent 2 days cleaning the house. Fast forward 2 weeks of calls and texts in regards to getting his deposit back. He eventually received a text message that she was deducting £550 from his deposit to cover her costs of cleaning the house - yes, that's her own costs for her and her husbands time to supposedly clean the house. She has also made no mention of the extra £100 deposit she asked for when he inquired about having a pet dog. He paid this then waited for the date he could bring the dog back home. He kept the text messages from the land lady in regards to this extra payment. He also suspects this was'nt payed into the deposit holding account as he thought it would, but that she kept the money herself. She has yet to provide an invoice or even any proof that she cleaned the house again, and my friend has said he refuses to agree to anything until he see's why it has cost so much. In short, it appears she is trying it on thinking that she can while he is low after his relationship break-up. So where does he stand here? The deposit is in a holding account. and i believe he has to agree to the deductions to get the the remainder of the money? - I don't rent so im not sure if i heard him correct. But surely someone cannot say that £550 is a reasonable cost for cleaning a terraced house?! Also, seeing as she says there was £550 worth of cleaning. Would'nt she have to have taken before and after pictures?

Hi Do any of you know about how "Unfair Trading Regulations" and "the sale of goods act" work in the second hand car business, in practice ? i .e. If I buy a car and I get an independant report stating that the car has a substantial fault, am I entitled to DEMAND a full refund of my money? OR am I forced by law to give them a chance to fix the problem? * * * In my case, I have recently bought a used Mazda 6 (2.2D estate car) from a major car dealer and then on the very next day, when I obtained a "Health Check" from an authorised dealer, I was told in writing that the car had problems with both the tie rod and steering rack (that would cost over £2300 to fix i.e. by replacement of the steering rack alone...). My question is: In practice, if I demand a full refund and if I also give a copy of the report to the seller, and how likely am I to receive that full refund? And how long will is it likely to take? Do I have to prove that the fault is actually dangerous - or is it enough that I was unaware of the fault at the time of purchase? And what about expenses - such as the fee I was charged for producing the Health Test report? DETAILS: A new/refurbished steering rack plus replaced tie rod (and washer) and a 4 wheel alignment MIGHT well solve the problem. BUT I have lost faith in both the vehicle and in the trader outfit that sold me the car. I don't want the car fixed by that bunch of cowboys - I dont trust them to do a good job. But given that the car has a major fault, am I obliged in law to accept the trader's offer to fix the car? The fault details are that: - the steering wheel is "off center" - the steering torque at idle is -0.2NM "which would require a new steering rack" - the "N/S/F tie rod has play an will require replacing including a washer and 4 wheel alignment" I was verbally advised that given that the tyres so not match left and right, it seems likely that the car was either in an accident or hit a major pot hole. I was also advised that the only way to fix the steering torque was to "completely replace" the steering rack and that this was a problem that "can only get worse". One issue is can I actually *prove* that I didnt hit a pothole my way to the Health Check with Mazda? I definitely didnt you understand, but I dont quite know how to actually prove that I didnt! State of play: I emailed the trader today with a scanned copy of the Health Report from the Mazda dealer, and I then immediately phoned them. They said that the relevant department wasnt open until Monday. They emailed me back yesterday saying that there was no sign of the incident on the servfice history. I then emailed them back and said that 16 tyre related expenses within 1 year was a LOT and moreover there appears to have been 3 actual punctures - so it looks likely that the car hit a major pothole at speed. But what are my actual rights? J

Hi everyone, My fiance had had an minor accident with my car (he was insured to drive it so no problem about that). The car was purchased 5 days before the accident, insured 2 days before and taxed 1 day before. My car has been written off and I received a cheque for my car. My insurance has been cancelled but my insurance company asked me to pay the rest of my insurance (more than £650) as I took a loan through a 3rd part to pay for it (you know the option pay monthly). I had a phone call yesterday and after 30 minutes of argument, they told me they reduced my debt to £135 and I should be happy about it. My car has only been insured 8 days before being written off, I already paid more than £200 for this insurance (1st payment and then 1st direct debit) and I can't afford to pay this money. Did anyone have any advice on how to get my money back? I really don't know what to do now before taking legal advise. Thank you in advance for your help. Aurélie

Hi, Around 10 months ago, I bought a bed from Fashion World online catalogue. We desperately needed a new bed, and didn't have the money at the time which is why we chose Fashion World as I have an account with them. A couple of months ago, it became apparent that the bed was falling apart, it creaks every time you so much as move a muscle and the springs are sticking up through the mattress - it is extremely uncomfortable. We've taken to sleeping on a spare duvet and blankets to make it bearable. Around a month ago, I contacted FW and explained the situation and said that the bed was non repairable and would need replacing. I heard nothing for a few days and was then told that I must ring Silentnight Beds directly and they would help. I contacted SN as requested, but was lead on a merry go round ride through different persons/departments etc before finally being told that I would need to contact FW directly as they are the retailer. One month on, and I'm still waiting for a proper answer from FW. They say that if I agree they will instruct SN beds to pickup and replace the said bed. I have said that I'm not prepared to have another SN miracoil bed as online reviews are all slating them. I have requested a full refund so that I can purchase a different brand bed from FW. I have so far been told that SN beds are unauthorised to refund my money??? I am under the impression that as the product is under 12 months old, and as it appears to be unfit for purpose, I am entitled to a full refund. Is this right? Assuming that I am entitled to a full refund, do they have to pick up the bed? It's a kingsize, and I had to pay a £55 delivery supplement (£58.99 total) when I purchased the bed. I certainly can't afford that kind of charge to get it back to them! Any help anyone could give would be great... TIA

Hello there, and thanks for reading Back in December 2012, I complained to Fashion World that a Silentnight bed I had bought from them in March 2012 was completely useless. After 3 months, they have finally agreed to refund me my money and allow me to order a replacement. Great! Or so I thought... I rang through on Monday 4th March and placed an order without problem, put in a 10% off voucher code, the chap I spoke to (didn't get his name) adjusted the order to reflect the 10% off, and said that he would also adjust it so I wouldn't have to pay the £55 delivery fee. On the Thursday 7th, I received a letter that stated that Fashion World were unable to supply the bed I had ordered and that an alternative had been ordered instead. I rang them up to find that the bed they had replaced my choice with, was unsuitable. I asked them to cancel that order, and I would find a replacement myself. I attempted to place the order online, but the voucher code I had previously been given was not being accepted by the system, so I rang the order through. I spoke to a delightfully helpful (not being sarcastic) rep, who talked me through the order. She said that it had come up on her system that I had to pay a 10% up-front fee before she could complete the order, when I asked why as I had never had to do that before, she said, don't worry about it, it's just one of those things that come up from time to time. She placed the order, adjusted the total to reflect the voucher code and once again, removed the delivery fee. Job was a good'un So this morning (Sat 9th March), I logged in to find that no order had been placed I've just got off the phone having been told that they will not place the order unless I pay 10%, and nothing I said would make any difference. I was told that no order had been placed on Monday, or on the Thursday even though it was showing on the system as cancelled! So here I am confused as to why I now have to pay 10% on a catalogue account on which I have nearly £2000 credit available. I am unable to pay the 10% as I don't have it until I get paid at the end of the month. I'm on the verge of telling them to shove the whole thing and get the bed from elsewhere. One question though, I have been refunded into my credit account the value of the original bed, but not as yet the £55 I paid extra for delivery. As I have paid interest at 34.1% for the last 12 months, can I ask for that back too? If so, can I have it paid into my own bank (that I paid it from), or would it have to be credit account? Many thanks in advance if you are able to help me

Hi, My house insurance with Santander auto-renewed in September 2011. Being new to house owning, I didn't realise this could happen and took out a policy with Deeside/Aim for the same period. As it was paid by instalments, and a very busy year, I didn't notice I became aware of this when the renewal came around and contacted Santander. They said "we call this a dual insurance and will honour a 50% refund", They asked for Deeside's schedule and then refunded me 50%. I contacted Deeside, who asked for Santander's schedule and seemed to be going along with the situation. Since then they have been "palming me off". Are they obliged to give me a refund? Thanks for any help.

Hi there, I'm hoping someone can help advise me as to my next move. This is the background:- On 4th December 2012, I ordered an xbox game for my nephew's birthday (December 13th). Usually delivery was stated at between 2-5 business days and they said I should receive my item 'on or before 12th December', which was fine. The 12th came and went and so I rang the head office for The Hut - who took 11 minutes of constant ringing before they picked up! I explained that I was concerned about the item not arriving yet and the lady took my details and said she would get someone to look into it. I thanked her for her time. Later that evening, I received an email. It was as follows:- Hello (my name), Thanks for placing your order with TheHut.com, order number :....... Please do not reply to us at this e-mail address as we will not receive your message. This is an automated response. 'A customer service colleague has sent you the following message: Hi (my name), Thanks for getting in touch to let us know you haven't yet received your order. I am really sorry to hear that you haven't yet received your order. This was sent to you on 12/12/2012 and delivery is usually made within 3-5 working days. Our policy is to allow a full 14 days for the items to arrive. If you still haven't received it by 26/12/2012 please do let us know so that we can investigate this for you. If there's anything else we can do please don't hesitate to get in touch and a member of our team will be happy to help. Kind regards, Amy The Hut.com Customer Service Team Should you have any further questions please contact us through your online account message centre or on 0844 243 9090 and we will be able to help you further. Kind Regards, TheHut.com Team Tel: 0844 243 9090' Sent on 12/12/12? I wrote back, using the messaging system they specified, with the following:- 'To Thehut.com team, After being told that the game I ordered on the 4th December (for my nephew's birthday) had been dispatched on the 5th and should arrive on or no later than the 12th December, I was saddened that it did not and I contacted head office, where I was told it would be looked into. I later received an email, apologising for the non receipt of the item and telling me it had been dispatched on THE 12th DECEMBER and I should let you know if I hadn't received it by THE 26th! This is not acceptable to me and I now wish to cancel my order with yourselves and have my money refunded. Regards, (me). Order number: ............ At this point, I went out and bought my nephew the same game (albeit more expensive elsewhere) and he had his game in time. At 9:24pm on the night of the 13th, I had a response from thehut.com, with different information:- 'One of our customer services advisors has reviewed your query and we are able to confirm the following: Hi (my name) Thanks for getting in touch about your order number ............ I can confirm the order was definitely despatched on 5th December 2012 and delivery is usually made within 3-5 working days. Our policy is to allow a full 14 days for the items to arrive. If you still haven't received it by 19/12/2012 please do let us know so that we can investigate this for you. If there's anything else we can do please don't hesitate to get in touch and a member of our team will be happy to help. Kind regards, Luci thehut.com Customer Service Team' To this, I responded with:- 'Hi ........ Thank you for getting back to me so quickly but due to the amount of stress caused by the earlier message, that said the game I ordered had been sent out on the 12th, I have been forced to go elsewhere for my nephew's present, to avoid disappointment. I see you have now amended the date but I'm afraid the damage has already been done on this occasion and I would still like to persue a refund. Best regards, (me).' I then emailed them an update:- 'Hi, Following my earlier, as yet unresponded to, message to yourselves - I thought I should give you an update. The game finally arrived today and I now require an authorisation number and returns address. I believe you only refund postage where an item is faulty or the incorrect item. This is the case too! The item I ordered was the XBox Live version and I have been sent the Classics version instead. I will attach the screen print I took at the time of the correct item. Best Wishes, (me).' I figured that I might need to show them the screen print that I made at the time of placing the order as it clearly showed that the version shown in the picture was not the version received. I also asked them in a separate message to:- 'Please stop sending me advertising emails but please do respond to my emails about a refund! (me).' After waiting and waiting for a response, I sent the following message to them on Wednesday night:- 'Why has no-one replied to my other 2 messages, sent to the same email you have previously replied from? I want to return the item for a refund, as you well know and it wasn't even the correct item. You have 24 hours to respond or I start making official complaints wherever I can. (me).' It's now Friday night and still nothing. Where do I go from here? Thank you to anyone that takes the time to read this as I realise it's rather more like an essay! Catwoman A.

I am wondering if anyone can give me advice. I bought a new 3 seater sofa and 2 chairs from SCS 2 months ago. I felt hounded by the saleman, especially when he knew i was paying cash for it. After being in the shop for 2 hours I bought the sofa and chairs, however when ordering them, I said to the salesman that I must go home and measure the door for the sofa. But the salesman suggested that as my house had a tall hallway, that the sofa would be fine to fit in. Today the sofa was delivered, to that it would not fit through the door, therefore i refused delivery. When I contacted the store there is no option for me to have a refund, i either pay £150 to have the sofa cut in half or I pay £250 to have my window taken out to fit the sofa in. Which to me neither of those are an option. The manager is going to ask the salesman if he did recommend that the sofa would fit in my house, tomorrow, if this is the case SCS will pay for the sofa to be cut in half (which to me is pointless if it is a new sofa), if not then I have to pay for it. I have asked for a refund or exchange to a smaller sofa but the manager says that is not an option. Please can I have some advice on this thanks

We sent a PPI claim form to Tesco for a loan that had been paid off several years ago. They took longer than the 8 weeks to give a final response, sending a couple of letters inbetween. On 23rd feb we received an offer from them as they agreed they couldnt confirm accurate information had been supplied when it was taken out, the amount was £3016. We sent the acceptance form back which said payment would be made within 7 days, its been longer, so my husband called today and was told there had been a 'mix up' and the payment team would call him back. They have called back and said they made an arror with the first offer and the amount they want to offer is now £2600! Where do we stand with this?

Hi everyone. I recieived a letter saying that Barclays will refund me for 110 months of the amount £2 payment protection for a overdraft that I didn't want making it the total cost of £220. Also offering me a refund of the 8 % interest of £82.42 making the total cost of £302.42 I worked out 8 % of £220 makes it £17.60. 8 % of the total amount owed for each year. 9 years x £17.60 meaning £158.40 Not £82.42 meaning Barclays only worked out 4 years and 6 months of the total interest cost wrongly. Do I contact them to credit me £75.98 ?

hi there i wondered if anyone can help me i boughts some goods to the value of £4.500 from a company on the 12 dec 2012 and a courier company they used said the goods have been delivered but i have not received the goods... i have been onto the company nearly everyday since and they keep saying that they have to speak to the courier company and start a claim from them... which they have done but the courier company are still dragging there feet.... the courier company have told them that is what delivered and i have not signed for the goods or received them could any tell me where i stand as i am out of pocket for the money and have no goods need some advice it has been over nine weeks now since i paid them for the goods i paid through my bank direct to the company.... please help i am desperate for some sound advise should i start a small claims court against the company..... many thanks Warriors

Hi, I was wondering if anyone had heard of them. I have a flyer, saying they can check my tax for the last four years, and most people benefit from a refund. If I am indeed eligable for a refund they then take £0.39 for every pound collected. So If I go for it and am due say £1000 I get £610 - which granted is £610 I wouldn't have known about. Doe anyone know what they actually check for? Could I do it myself, or is just letting them do the work and getting whatever back good enough? Thanks in advance

hi all i think im posting this in the correct area but please move if needed. ill try to explain fully the process of events that has led me here. i have a iphone 4s tht has been barred by o2 due to a dispute over a phone bill the phone was on contract but at the time of the bar it was out of contract and is now my property not o2's due to o2's refusal to move on the issue of my bill i decided to sell the phone on ebay as i now have a new one with orange. this is where my complaint starts. as the phone is barred in the uk and not locked to any network i sold the phone on ebay.com, using the options provided when listing the item i restricted the item from being purchased in the uk so it was only available for sale in europe etc. the description of the item did not mention the uk bar as i felt this is only related if the phone was to be sold in the uk, looking back maybe this was wrong but still me description was correct and true for the market i was selling too. so the phone sold to a buyer in italy i shipped the item with full tracking via fedex, the item was delivered and signed for and confirmed by the buyer. 2 days later he informs me the item is barred in the uk and demanded a $50 refund, i ask if it works ok he advises it does but if he ever wanted to come to the uk the phone will not work. i advise him i can not give him a $50 refund but if he returns the phone i will give him a full refund plus his return postage cost. he refused. another 2 days pass and he opens a case in paypal stating the item was not as described, i submit my response about my description of the phone to paypal and tht he refused a full refund paypal find in the buyers favour and sent me the following email Buyer's name: G//////// Bovo Buyer's mail: g///////tiscali/it Transaction ID: 80030////////////// Transaction date: 24 Jan 2013 Transaction amount: $430.00 USD Your transaction ID: 7M///////////// Case number: PP-002-///-866-/// Refund amount: $430.00 USD We've determined that the buyer should receive a $430.00 USD refund if they send the merchandise back to you. The merchandise will be in the same condition as when the buyer received it and the buyer is responsible for all postage and packaging costs. 2 days later paypal refund the buyer when i contact them to find out why he has been refunded when i have not received the item back they explain that paypal has a agreement with italy?? that all they require is a proof of postage, so the above email was a lie after numerous complaints and emails, phone calls to paypal im told to appeal the decision, so i appeal and then a few days later i get the following email Your buyer provided the following valid proof of shipping information: Tracking Number: RA#########IT Shipping Company: Poste Italiane Since the tracking information shows the merchandise is delivered to you, we have issued a refund to the buyer on your behalf. If you have any further questions, please feel free to either respond to this email or send a message to complaint-response paypal.com We appreciate your patience and cooperation regarding this matter. the tracking information does not show the item has been delivered to me it shows the item arrived at heathrow. i have contacted royal mail who have advised that no departure scan has been made to show the item has left heathrow and thts all the info they can give me. i have contacted the buyer who ensures me the item was sent via a fully tracable method requiring a signiture on delivery. i contacted paypal again to advise them the item has not been delivered and i want the money back thay advised me that if the item is delivered and not in the same condition it was sent in then i can appeal the decision again, but if i the item is not delivered i cannot appeal??? i asked for this to be escalated and they advise me to write to the executive escalations team in luxemburg. my feeling is tht im just going to get shafted but i have drafted a letter to send them which if required i will post here for advise on and corrections to the wording. what are my options if paypal refuse to refund me? rgds paul

Hello, I'm new to this forum and hoping someone can help me! I ordered a fancy dress outfit from an online retailer which I've used before with no problems. I requested (and paid for) next day delivery which they could not honour. They called to say they would re-order a product into their warehouse and send ASAP on overnight delivery and refund the 'next day' element of my postage. I wasn't too worried about this as even with the delay the outfit would arrive in time for the intended party. However when the outfit arrived it had a visible pulled thread on the leg which I am not happy to accept. The parcel arrived at my workplace on the Friday, I picked it up from my postroom the following Tuesday (out of the office before that time) but e-mailed the company within 4 hours of opening the parcel to explain the fault and request a refund. I went through their online returns procedure which has 'pulled thread' as one of the standard reasons for return in the drop down menu. They have since replied and said that the product was ordered new into their warehouse and that pulled threads are not a manufacturing fault, therefore will not be offering me a refund. They have said that I must have damaged the item whilst taking it out of the packing or trying it on (I didn't even try it on) They didn't bother to refund the 'next day' element of my postage. I am furious that I have wasted my time in ordering this product, was not able to use it at the party for which it was intended and now to add insult to injury am expected to pay for a fault in a product that was not my doing. Please could someone advise me?

Can the ppi refund be given in part to a debt that has been sold and the rest to me? Or do they have to give it all to me? Many Thanks

Yesterday I bought a train ticket on the FGW website which I then collected from a FGW ticket machine at a FGW station. It was an open ticket where I could return on a different day. As soon as I collected it I realised that I had bought the ticket the wrong way round - i.e from place B to place A rather than place A to place B. This means that as it stands I can travel out on the 'return' part as it's valid for one month but I can't get back on the 'out' part as it's tied to a specific day. My mistake, but a genuine one. I've done this a few times before, and it's always been a simple matter to get this sorted - the clerk just sells me a new ticket, and then voids and refunds the original one. A few days later the money goes back on my card and all is well with the world. But this was always at a ticket office. This time I've been informed that the ticket machine counts as a 'different location' (even though it's at the station I collected it from) and so they can't do that. In order to process a refund at a 'different location' I will be charged an administration fee of £10. Since the ticket only cost £7.55, this means that effectively I can't get it refunded as the admin charge is more than just buying a new ticket. The clerk suggested that I should probably just board the train anyway and explain to the guard (and the people on the ticket gates who will need to let me through) what had happened. The problem with that is that this area is part of a penalty fares scheme and there are some extremely jobsworths guards about. Doing that could risk me being charged £20 for the journey. As it stands I've had to buy a new ticket and am now stuck with another ticket I don't want and intend to make complaints to get it refunded. As I bought it online I thought I'd be protected by the Distance Selling regulations but apparently these exclude contracts to provide transport. Could their policy be considered a breach of The Unfair Terms in Consumer Contracts legislation? It seems very wrong to provide a refund process which costs more to use than the cost of the purchase - essentially they are advertising a process which can't be used in my case. It also seems wrong that if I go back to the original location (as in a ticket office) they would have refunded without an admin fee but in this case the £10 is for the service of being refunded from a 'different location' when they are providing no way of being refunded from the actual location (i.e. the ticket machine itself) which also seems wrong. I'm particularly irked when I spend about £2000 / year on rail travel, almost all of which is on First Great Western, to then be treated like this!

Hi guys New here so apologies if this is posted in the wrong area. I purchased an expensive item from a boutique shop on 20/1. When I got the item home and assembled it I noticed a number of defects. I phoned the retailer the next day and explained and said I would return the item on Saturday (26/1) as this was the soonest I could get it to them. (Due to work commitments). When I returned the item the retailer would not give a refund, instead saying that their policy was to replace the item. This I refused as given conisderation to the price paid the item was so expensive that I did not believe the quality was sufficient in any event (it was that bad and THAT expensive!) I explained that I believed I was entitled to a refund under the Sales of Goods Act as the item was not of satisfactory quality. To cut a long story short the exchange resulted in me being "man handled" from the shop, without any refund and the retailer with the item still. I have since written to the retailer to explain that I have rejected the items under the Sales of Goods Act as it was not of satisfactory quality and want a full refund. it really was such poor quality so I am not worried about any debate around what a "reasonable person" argument as given the price etc it was far from perfect. I didnt notice the defect in the shop however didn't inspect the item to any degree - the retailer dismantled the item and packaged it - so would assume that he either a/ didnt notice the defects (I find hard to believe) or b/ chose to ignore them (much more likely in my opinion) (the defects would not have been noticed until came to dismantling or assembling the item) The retailer has ignored my letter / request - I know they received it as I emailed it and also hand delivered a copy directly to the owner of the store (the man that sold the item and refused the refund). I have since, unfortunately had to submit a claim to the small claims court. Given the price of the item I am really worried about losing although I genuinely believe I am in the right.. however given the retailers utter arrogance I am worried that I am missing something and that they have some way out of this and forcing me to accept a replacement (which out of sheer principal I do not want - a/ the craftmanship on the item is poor, as was the replacement he tried to fob me off with - I inspected it very briefly (well part of it as it was in packaging) and it had defects that I pointed out to him at the time - his attitude was "well, you're going to say it has defects because you want a refund" - yes, i do want a refund and yes it does have defects!! b/ he is so arrogant out of principal I dont want him to have my money All advice, views, opinions gratefully received - also if anyone can offer advice or case law to support my case for small claims would be really gratefully received. Thanks and apologies for the long rant! Tim

Hi All. I received a text from ,,,,,,which turns out to be ,,,,,,,in Ashby de la Zouch. The text read "Records passed to us show you are entitled to a refund of approximately £**** in compensation from mis-selling PPI etc............ Ummmmmm records passed! My records, and who passed them to ABC? My questions are: 1 Has any-one on the forum come accross this outfit before and if so what's there track record. 2. I am actually TRYING to get to the bottom of PPI and if I'm entitled to recover any. Big issues with RBS, Nationwide, Household Bank etc. 3. ... apparently work on a 'no win - no fee' basis BUT if they do recover anything they want 25% plus 20% VAT PLUS £99 admin fee. Any information on this lot would be greatly appreciated. They want to set up a'face to face' meeting with one of their 'consultants! :!:Also, whether I can 'successfully' pursue the people who sold me PPI myself? (I have read numerous posts on the form). I have requested all the information from RBS. They sent me 300 pages of photocopied statements none of which contain any reference numbers whatsoever!:mad2: As I previously said - ANY information would be greatfully received. Cheers David

Hello! This is my story with H Samuel for almost 3 months. Having bought our marriage rings from H Samuel a few years ago and all was perfect, my husband bought me an anniversary ring in September 12; a half a carat eternity ring. Ordered in store and collected it a few weeks later from a different one, the size was small and went back to get it changed. When we first bought the "small" ring it was on full price, then when we went back to replace it the ring was on special offer. At this time in store I was told that they will put a new order through at the discounted price and refund the balance.. ..i also sent my marriage ring to be resized which costs me £89 and therefore they have refunded the balance on the card paid with for the ring. Got the ring a few days later, the round metal wasn't polished, it was bent a bit and the diamonds hardly sparkle. I didn't wear it and sent it back to their warehouse within my 30 days guarantee . H Samuel confirmed they got the ring and that a refund was made on 17/11. In December I checked the bank statement and no refund. I've been calling H Samuel every week since December. They said the refund was made to a card ending 0000 (non existent) , my card ends with different numbers. I told them that I never got the refund while they keep insisting it was refunded in the store (never went back to the store for a refund) , then on my card, then again in the store.. .the story changes everytime I speak to a customer service' staff member. The banking department was supposed to look into this and let me know where did the refund go but nobody got back to me for weeks. It's frustrating that they cannot chase where the payment went ..why does it take the so long? I really want to take this further as H Samuel complaints dpt are useless..there is noone to talk to that can actually do something. Need to checl the costs incurred just on the telephone costs as their tel number is expensive... Can anyone help?