Hi All I have 2 accounts with Welcome Finance, HP and personal loan, I know I have been charged fees by them for missing payments or whatever but could someone please point me in the right direction about getting these fees refunded. Also I double checked my balance with them then other day and it does not match what my credit file says (credit file amount owed shows oustanding balance as slightly lower) where do i stand with this? I quoted to them the balance shown and they said it has never been that amount according to their records. Thanks

I booked a courier through Shiply to pickup a sofa I had bought on Ebay . Shiply charged me £29.99 and took a deposit for the courier of £24.93 The courier did not show up, did not notify me before or after he failed to make collection, could not give any date for a subsequent collection. The seller got so fed up she refunded my Paypal transaction. I contacted Shiply and asked for a refund as the service I paid for was never delivered. They refused to return both their fee and the deposit. Instead they offered a credit for my next transaction with them. I would never use Shiply again so now I have lost £54.92 and I want it back. Any advice would be much appreciated.

Hi, a few months ago I posted another thread, can't link because my post count is too low but if you want to read it I'm sure you can get to it through my profile. Long story short if you don't want to read it, I got a new PC power supply for Christmas 2011, developed a fault after a few months, returned to retailer but they refused to do anything. Anyway, last month I coughed up the £36 testing and return fee with the understanding that if (actually when as it had already been arranged) the manufacturer replaced the power supply, the retailer would refund that £36. The swap is still taking place, the manufacturer has confirmed they are sending out a new power supply today. I e-mailed the retailer yesterday to ask what they needed to process my refund and was met with this reply: "We require confirmation that OCZ tested the PSU you returned to them and it was confirmed to be faulty, rather than them simply just replacing the unit." Now, I could give them the RMA number but other than that I have no idea what OCZ did once they received my power supply. But surely the fact they have replaced it is proof enough? What are my options if the retailer still refuses? Give them a few days/weeks then file a Money Claim Online form? Thanks

Posting for a friend, currently in dispute with Lowells, claiming for statute barred debt (Scotland), os balance £380 which originated from HFC. Reclaimed PPI from HFC and was offered £280 which he accepted. Ph HFC today enquiring where monies were and was told they had paid the monies to Lowells. He wasn`t informed at anytime this was going to happen. If a PPI refund is for monies he has already paid for missold insurance, can they legally give this to Lowells? Any advice appreciated.

I'm really hoping someone can help as I'm a bit at the end of my tether! My partner and I booked 2 nights accommodation at the West Port B&B in St Andrews. We paid for this at the time of booking (there was no terms and conditions attached to this - we just decided to pay £170.00 up front) Unfortunately we had to cancel this and were due to be refunded the full amount. This was on the 15th of May. To date I have still not received this refund!! I contacted the vendor who supplied me with the merchant number and advised that this refund went through successfully. In the time that they refunded my account my card numbers changed as my card was lost. I have then had NUMEROUS phonecall's backwards and forwards with Nationwide (no one really understanding or caring what I was looking for when I tried to supply them with this number - one gilr told me she'd "try her best but she finished in six minutes") until I was advised to open a transaction dispute to return the funds. Nationwide have now advised me that even if my card details changed, it would still have been refunded to my account and they can't see this transaction so there is nothing they can help with. The vendo has not supplied me with a receipt but has passed on this number and is insisting that this has been made. I'm not getting help from anyone and I'm not sure who else can help me. Any advice would be much appreciated. In these times, no one can afford to be £170.00 out of pocket for three months!!

Hi I bought my son a DSI from toys r us in preston on 12/11/11. This was a present for his birthday 24th dec. Anyway it worked for about 1 month if that then packed in, kept freezing and just not working. So for the past 5 months its not been used. I have FINALLY just found my receipt, so my question is..... if I return it to the store will I get a replacement?? as I don't really want to send off to a manufacture and have to wait more, I just want it kept simple. I've heard a bit about a 6 month rule, and from the day of purchase 12/11/11 to today 10/12/12, would it still be classed as in the 6 months period before the 12th of this month.???. Like I said I just want a simple swap, I dont want to trvel all the way to the store to be turned away. Any help gratefully received guys thanks.

I had a fault on my BT phone line which resulted in me having no phone and no broadband. I reported the fault on Thursday 14th June and fault was fixed on Monday 18th June, during which time all incoming calls were diverted to my mobile The problem was due to a "worn wire" at the exchange. This morning I phoned BT to ask for a refund for the days that I was without my phone and broadband but was informed that as they had repaired my line within 3 working days, there is no refund due, (they do not count weekends even though they seem to count them when they make their monthly charges) The member of BT customer services had to keep going of the line to ask another member of staff each time I asked a question. I found this on the BT site:- Failure to repair your service on time Day fault was reported Call Allowance or Daily Rate Rental Credit begins: Monday Wednesday Tuesday Thursday Wednesday Friday Thursday Saturday Friday Tuesday Saturday Tuesday Sunday Tuesday I know its not a lot of money but why should I pay for a service that I did not have for 5 days? Any advice please

Hi, I am new to the forum and wondered if anyone could kindly give me some advice. I ordered a red pair of shoes through a retailer on Amazon and when they arrived the quality was poor. The vertical join on the inside of the heel was poorly finished off and the white of the inside of the material was showing. I contacted the retailer and they suggested that I returned them for a refund. I did this and when they refunded me they did minus the postage (2.99 to send them and then I paid over £5 to return them first class) leaving me £8 out of pocket. I recontacted the seller asking if we could come to some sort of agreement over postage and they said no because they didn't consider that the shoes were faulty. I disagreed and they said that they would refer it to a manager but it would take a couple of days. I heard nothing for over a week and when I recontacted them they said that they had contacted the manufacturer and they had disagreed that the item was faulty. I don't believe that they have referred the matter and now it's my word against theirs, I just wish that I had taken a photo. Could someone advise me whether or not I can take this matter further, it's really a matter of principle now.

Hi my brother recently bought an 11 plate SEAT and has had 3 problems with the car since owning it for 12 hours car went into limp mode and then turned off on a busy round about tapping noise from engine rattle noise from engine on engine braking he took it back to SEAT who claim they had fixed an issue that we did not know about, and the limp mode was because of misfires on 3 of the 4 cylinders however, despite the error codes informing them of this, they were unable to replicate, so did not attempt to fix it and simply sent the car back to us, they also mentioned that there was no tapping noise on getting the car back, the tapping and rattle noise is still present and my brother has lost faith in the car and is worried to drive it, seeing as the limp mode / miss fire issue was never even attempted to be fixed, and we feel the car is dangerous to drive. we sent the car back straight away to have the tapping and rattle noise checked with a video of the problem, they claim that this is a normal noise, despite it not being present on the test drive and within the first few hours of owning the car. we have asked about a refund for the car and they are EXTREMELY hard to talk to, dodging questions and not giving straight answers, on investigation they have 3 attempts to fix the car and then we can reject it? however.. because they had not even attempted to fix the dangerous miss fire problem, where do we stand? do we have to wait for the car to cut out two more times and just HOPE that it doesn't cause and accident? how should we go about getting a refund as the car is clearly faulty and we have evidence of the miss fire and limp mode within 12 hours of owning the car. Any help would be great Chris

A friend of mine paid over £300 for tickets to see the Stone Roses at Heaton Park on June 29 - and believes she may have fallen foul to a rogue seller. She booked the tickets through the website tickets2allevents.com, and paid for them through a bank transfer to a Barclays account last October. (The details of which she still has). However, a few weeks ago she received an email to say there were no tickets available and that she would be receiving a refund. This refund has yet to be paid. Over the past few weeks she has been in contact with the firm via their website and various London-based phone numbers, when staff promised the refund was on its way... Today, however, when she tried to log on to the website it had disappeared - and the phone numbers have stopped working as well. Is there any way she can get her money back. (I've Googled the firm, and its reviews are, well, 'not good.')

so i had a repayment arrangement set up with these guys and they lifted more than they should have (should have lifted £60) and after constant emails with no replies i gave in and rang them this morning after £75 was taken from my account without my permission... actually got this solved fairly quickly which is why im so suspicious. i though they had only lifted about £80 extra... turns out they lifted over £140 extra and they are supposedly going to refund this today.... whats the likelyhood they do? nothing ever seems to go smoothly with these guys and i did tell them the money was required today as i need to buy food to which i got its up to your bank to put it in today heres hoping it appears!

Hi,I ordered some food from a local restaurant this Saturday for my wife and I as we'd had a quiet night in and had become peckish. It was quite late in the evening around 1-2am so I was surprised a decent restaurant was still open at that time. I made my order and after waiting an hour and fifteen minutes I assumed as I also had not received a confirmation of the order from Just Eat, that the restaurant had closed and my order hadn't gone through. I tried calling the restaurant several times and as no one answered, I went to bed.On Monday morning I received a receipt via email from just eat for the order. So I contacted their customer services department to find out whether I'd been charged for this non existent order.I received the following emails:From: Just-Eat.co.ukSent: 29 May 2012 14:41To: AlexSubject: RE: Payment queryHi,Thank you for your email. I apologise for the experience you have had.Unfortunately, the relevant member of staff we need to speak with arecurrentlynot at work so we are unable to discuss this matter with them. We willcontactthe restaurant at the requested time of 6pmto confirm this and therefund. Wewill email you back with the refund details, I thank you for patience.Kind regards,SalihaCustomer Care AdvisorJust-Eat.co.uk LtdImperial Place 4Maxwell RoadBorehamwoodWD6 1JN0844 243 7777-------------------------------------------------------Hello,Thank you for your patience with this matter.I have spoken to the restaurant about this order, and they haveconfirmed thatthis order was delivered.The restaurant have advised me that when this was delivered the peoplewhoaccepted this order were quiet heavily intoxicated.As the restaurant are confirming that this order was delivered they arenotwilling to refund this.As all restaurants are individually owned all compensation and refundswouldneed to be agreed by them directly, if you do not agree with theoutcome then itis advised you contact the takeaway to see if they can compensate youfurther.Kind regardsSophieCustomer Care AdvisorJust-Eat.co.uk LtdImperial Place 4Maxwell RoadBorehamwoodWD6 1JN------------------------------------------------------From: Sent: 30 May 2012 08:55To: Just-EatSubject: Re: Payment queryHi,Many thanks for getting back to me regarding this.I am very surprised that the restaurant would make such a claim asneither I nor my partner drink, due to religious reasons, and I doubtour 4 year old daughter would have answered the door heavilyintoxicated!I believe if they really did complete the delivery it they must havedelivered to the wrong address.How can I go about getting a refund as this is completely unacceptableand I really do not have the time to be chasing up the restaurant,especially if it is going to be my word against theirs.I would have thought as the food was ordered via your website, if acustomer makes a complaint regarding a failed delivery it would be yourresponsibility to chase that up with the restaurant and refund thecustomer. If I do end up having to pay for this non-existent take away,I will be very reluctant to use just-eat again.I hope to hear back from you soonBest wishesAlex-----------------------------------------------Hello, We have spoken with the takeaway and unfortunately they will not be offering any refund for this order as they are adamant this order has been delivered, there is nothing further we can do in regards to this. If you disagree with this outcome you will need to contact the restaurant on 02076043333. We are sorry that we have been unable to help in this matter. Please feel free to seek independent advice or contact the takeaway directly. If you are unhappy with this response, please forward your complaint to Kind regards,ShahinaCustomer Care AdvisorJust-Eat.co.uk LtdImperial Place 4Maxwell RoadBorehamwoodWD6 1JN0844 243 7777-----------------------------------------------------------------------I've contacted the restaurant who will not give me a refund as they state they delivered the food, and I haven't heard back from Just eat since emailing their complaints department, where I emailed them the following:In regards to their response I appreciate that you have contacted the restaurant and what they have said, but if the restaurant denies me a refund after I've spoken with them, then what exactly is the next step? Do I just accept that I've been robbed by them and get on with it?Surely if that is the case and the restaurant refuses, then your company would be liable as the middle man for recommending the restaurant on your website as trustworthy, and then allowing them to technically [problem] people out of money whilst using your company name.If I purchase goods through amazon and the merchant does not deliver the goods, amazon refund the customer and chase it up with the merchant. This should not be down to me to have to waste my time chasing up a restaurant that is at this point obviously going to deny me a refund, after they've already denied you.As a customer whose friends and family regularly use your website, I must say I am very disheartened with the service I've received.I also still cannot believe that it has not yet occurred to anyone that they may have delivered to the wrong address, and as they have stated below, those that answered and accepted the food were inebriated and I can imagine would have quite gladly accepted a pre-paid pizza.As far as I am concerned I have paid for good/services via your site and have not received what I have paid for and I would like my money backAlex-------------------------------------------Now I have absolutely no idea on how to sort this? Any suggestions?All I know is that I certainly won't be using just-eat ever again and I'll be passing my complaint onto trading standards.

Hello, I have been on a long adventure with Dell due to a PC I ordered online back in September. The very beginning is now irrelevant so I will just briefly describe how it all started and detail the end of the story. I bought an all-in-one Vostro 360 (business grade, but for personal use) from Dell online. I quickly received it and it was making a strange buzz. I complained and Dell replaced it with a new one. The buzz was still there. An engineer was sent, 3 times. The problem was not solved so they picked it up for testing. Testing showed that, the buzz is expected and might happen due to static electricity (blah blah electronics explanation blah blah). They sent the PC back to me without any changes. The testing which should have lasted 1 week, lasted a month and we are now in April, 2012. The PC arrived at my place by UPS and when I opened the box the PC was badly damaged. I complain and a Dell manager says: ---- Date: April 6, 2012 Hi Paulo We will request the pictures from UPS delivery team to see that damage to the boxes at the warehouse , Will be in touch soon Thanks Technical Account Manager (TAM) | UKI Pub / SMB ---- and then: ---- Date: April 12, 2012 Hi Paulo Please don't remove any more packaging and don't throw out any of the packaging. UPS will inspect the package and start the investigation Many Thanks Technical Account Manager (TAM) | UKI Pub / SMB ---- UPS picks up the broken PC pieces and days later returns it to me. Later I get the email: ---- Date: April 26, 2012 Hi Paulo We have had the report back from UPS , It has been decided that Dell will offer you a full refund for your goods , The process for a refund is as follows · Collection of the goods arranged on X date · Once collection confirmed , Transfer of Balance initiated to the account that was used to pay for the goods · Refund process takes 5-7 days once the goods have been collected. Please advise that date and address you wish the goods to be collected , We require 2 working days to arrange collection. Many thanks Technical Account Manager (TAM) | UKI Pub / SMB ---- The PC is then collected on the 4th of May. Since then I have been checking my account and no money is there yet. I have been emailing the Manager daily for 2 weeks now. I tried contacting Dell support but after looking at the notes related to the service request raised they say that this situation can only be handled by 'said' Manager and that I will get a call back from him within 24 hours. I never received a reply to his emails or a call back. Once I managed to get his direct phone number and talk to him. He said there was a problem with the refund and sent me an email straight away: ---- Date: May 18, 2012 Hi The money was returned to the Dell account yesterday , We have rebooked it and it should be in your account on Tuesday by the latest Thanks Technical Account Manager (TAM) | UKI Pub / SMB ---- Until now, nothing. I can't even get him on the phone. I keep leaving answer phone messages to which I get no reply. Dell support keeps telling me that only the Manager can sort things out and that he will call me back but I never get any phone call back and he never answers to my emails. What can I do? This has been very inconvenient since I bought this computer to do some work from home but for almost three months (since the computer went for testing) that I have no computer and now not even a refund. I feel like I have no options in order to force Dell to refund me the money. What do you advise/suggest I to do? Cheers, Paulo Matos

Hi All, Second post in as many days - sticking up for my consumer rights! In brief, I ordered an electrical car component, that turns out I don't actually now require. I emailed the online store asking to return (within 7 days of receiving) and was told as it was an electrical item they could not accept it back, and that this was standard practice within the motor trade. I did a bit of reading up on the DSR and could find no reference allowing a seller to refuse a refund on this basis. I then emailed them to this effect at which point they got a bit stroppy and basically said I could sent it back but would be charged a 15% re-stocking fee and would not get the original postage refunded. Again I replied saying I didn't think the DSR made no provision for re-stocking fees and the original postage should also be refunded. Not heard anything back from this though. What are my next steps? And have I interpreted things correctly from the DSR? (Happy to be told if I haven't!) I could let the whole thing go and just flog said item on eBay, but I'm not sure why I should have to. Thanks.

Item purchased on 3rd May by debit card, using PayPal Payment transferred on 4th May advised by email 13th May I discovered that the company wasnt actually trading at that time and would not be open for business for up to 3 months. Company agreed to refund the payment. Today - email from PayPal advised that the refund had been made and to quote.. "Funds are now available to spend". Check bank account to confirm that monies have been refunded - Nope Check PayPal balance to see if refund has been made - Nope Spend a useless half hour attempting to convince "Louise" the automated help unit on PayPal what the problem is. Finally get to the point where she admits defeat and suggests that I phone PayPal 5 minutes talking to robot - then offered a human being. It would appear that the refund was made by the trader on the 15th May - by Cheque to PayPal Who then have to cash the cheque via their bank - which takes 5 days. They then have to transfer the money to my Debit Card - which can take up to a further 30 days.. Why !! It took just 1 day for them to transfer funds to the trader in the first place!!!

I purchased 2 tickets from myvacations when i purchased these tickets i was assured that i will be able to change/cancel my tickets as my travelling was not confirmed, i paid them about around £1265, after few days i called them and requested them to cancel one ticket, and to my shock i was told that i will be charged £250's for cancellation,on this i requested them to listen to the recorded conversation i had with the agent, they assured me they will but no answer from them, i also checked with the airline and i was told they charge 70 Euro for cancellation, after contacting so many times finally myvacations agree that they wont charge me for the cancellation but till date they still owe my the whole ticket amount of £632.5 , how can i make them return my money? its been a very stressful experience Please help

Hi I'm facing an issue with Living Social in regards to a refund. First of all, I understand that in their terms and conditions it states that they will only give refunds to people who request one within 5 days of ordering and/or if the merchant stops trading which renders you unable to redeem the voucher. This is stated when you purchase the deal and can be freely found on their website. I purchased a voucher for teeth whitening with iSmiles back in August of last year (2011) which is valid up until 21 February 2012. After numerous NUMEROUS texts, phone calls and voicemails to the number stated on the voucher it was clear that they wasn't interested in my business. I did some research on the internet and saw that iSmiles wasn’t just a business operating out of Manchester but a chain of services ran out of their head office in South Wales. I contacted Living Social via telephone in early January and was given the telephone number to the lady who ran iSmiles (Caeron) who would sort out the appointment but misplaced her number so emailed Living Social on 23 January asking them to send me the number again. I got an email reply quite quickly with a contact number and email address but again after numerous phone calls, texts and emails I received no replies whatsoever. I then got in touch with Living Social only to be given her home telephone number. I advised Living Social that I wasn’t interested in redeeming the offer as I couldn’t trust a company with my teeth who can’t pick up a telephone and requested a refund. Living Social bluntly informed me that weren’t able to give me a refund and asked me to contact the merchant. I called iSmiles on the landline number and spoke to Julie (the managing director) on 17 February and I was advised that the Manchester iSmiles representative had basically taken the money and ran off with it – according to Julie, Living Social was made aware of this. Julie informed me that they were planning to give refunds to anyone who purchased a voucher from Manchester and couldn’t redeem it but I would need to contact Living Social for the full brunt of the money (understandably, merchants only get a percentage of the deal money). I contact Living Social via email on Friday 17 February and informed them that I wanted a full refund of £79 and that they were aware of the issue. Living Social generally reply within about an hour but I got no reply so I called them and explained the situation to the Customer Service Advisor on the other end and was told “We’re an advertising agent – we don’t give refunds. We don’t provide the service – we only advertise but I can see Debbie is dealing with your case… I’ll get her to reply ASAP”. The voucher expires tomorrow and today I receive an email confirming that I have used my voucher and still no reply from Living Social! I think this is ridiculous. Surely if Living Social take my money (as stated on my bank account) and provide the service of advertising another business’ services/products – the responsibility is also with them to refund if the merchant doesn’t provide the PAID FOR services? Cheers, Stephen

Hello All, Last week, I bought a laptop from Dell Online. It cost around £600 and on paper it seems to be quite a good model. The laptop came with a pre-installed copy of the 64-bit OEM Microsoft Windows 7 Home Premium, together with other Microsoft software packages. I do not need this bundled software as I only ever use Linux. I do not like Microsoft's products which I find to be unreliable. Furthermore I strongly disapprove of Microsoft's ethics and do not wish to provide the company with my custom. The laptop was not available for purchase without this pre-installed software. I should like the cost of this unwanted Microsoft software, which adds around £70 to the purchase price of a laptop, to be refunded by Dell. Dell reportedly refunds other consumers, both here in the UK and elsewhere, who object to paying a "Windows Tax" for pre-installed Microsoft software that they neither want nor need. Unfortunately, Dell is currently refusing my requests for a refund on this software. This makes me more determined to secure reimbursement since I believe it is my legal right under European law. Dell's argument is that the Microsoft software was included in the sale of the machine and that if I am not satisfied with that then I must return both the laptop and software for a refund. However, Dell states that this refund comes with a penalty. It would be subject to a deduction for the cost of shipping and handling and a "restocking fee." I doubt that such a penalty is even lawful under the rules of the Distance Selling Directive. Furthermore, it is apparently commonplace in the Francophone world for customers to obtain refunds from Dell, and other computer retailers, for the cost of unwanted software that is bundled with a new computer. In securing their legal right to a refund, French consumers are relying on the judgments of the European courts. These judgments including a 2009 case heard by the ECJ, and more recently the Nov 2010 judgment in Petrus v Lenovo in the French Supreme Court. The right to return unwanted bundled software is based on the Courts' interpretation of European Directive 2005/29/EC. This is known as the "Unfair Commercial Practices Directive". The Directive prohibits twenty-three deceptive trade practices and eight aggressive commercial practices. Dell, Lenovo and Acer have all been found guilty of engaging in unlawful business practices by refusing to refund the cost of unwanted software that was pre-installed on new computers. The legal right to a refund on unwanted bundled software was galvanised in France through a test case brought by UFC Que Choisir, the main consumer rights association in France. The Directive is implemented here in the UK by way of The Consumer Protection From Unfair Trading Regulations. The Regulations came into force in May 2008. In these austere times, it is particularly galling that the purchaser of an expensive new computer is burdened with the cost of bundled software products that he does not even want. For that reason, I should like to see Dell's unethical practice of pre-installing unwanted and costly software brought before a British Court, to hopefully secure a legally binding judgment in favour of the consumer seeking a refund for its cost. Dell has stated that I have three days left (out of seven) to agree to its punitive terms of refund, after which my entitlement to return the laptop ceases altogether, so the company has claimed. A particular bone of contention concerns the terms of the End-User License Agreement (EULA) for the bundled Microsoft software. The terms of this Agreement are not available for examination at the time of purchasing a laptop from Dell. Yet the company claims, nevertheless, that the terms form part of its Contract of Sale. Again, that does not sound lawful. The OFT's Guidance on Unfair Consumer Contract Terms state that a term is unlawful if it "irrevocably binds the consumer to terms with which he had no real opportunity of becoming acquainted before the conclusion of the contract." This is not the first time that the OFT has had to rein in Dell over its flagrant abuse of our consumer protection laws. In 2006, Dell was ordered by the OFT to remove a number of unlawful terms from its consumer contracts for the supply of computer equipment. All comments welcomed.

I just wanted to check my rights regarding this. I bought some sofas from SCS around end of december this year, paid for in full, 6 weeks later they arrived, only to be the wrong colour, which clashed horrendously with the rest of the decor of our living room. At the time we told the delivery driver that we would rather sit on the floor than keep these monstrosities in there, but he said he couldn't take them back. He phoned a few people back at his office and at the store that we purchased from and told us that there had been an administrative error on SCS's part. So we signed for the goods, with an extra note on the delivery slip saying that the sofas were the wrong colour and the store had been informed, thinking we'd sort it out with the store. When I phoned the store to ask about what my options were, the store manger flatly refused to give a refund saying something vague about legal reasons. He said that I could have a replacement that would take 8-10 weeks to arrive or some money off the wrongly ordered suites. I really don't want to have to wait another 8-10 weeks for the new sofas, and definately do not want to keep the current ones. Am I within my rights to insist on a refund in this case? As I don't want to wait so long for the replacement. Or is the store manager right?

Hi guys n girls, New here! I've been searching online for some help with an issue and came across this site, I hope this is the right place to post this, If it isn't sorry for the mistake and if the thread could be moved to the appropriate section I'll appreciate it Here goes, Basically I made a big order from them around the 15th of oct, As it was over £100 pound I received next day delivery, Didnt like a few the items, Sent them back within an hour of receiving. They where meant to refund me a total of £76 back to my paypal account, But only refunded me £54.. When asked about why they didnt refund me on one of the items (a plain hoody) apparently it didnt pass there 'Quality Control'. I replied with that i literraly opened that packing and looked at it, And have proof of returning it within the hour of receiving as i had the receipt i got from the postie... This is when all the lies and BS started.. (These are the main emails out of a 30+ game of email tennis) I got a reply, They told me that as theyve already sent off the jacket, Once i receive it to send it back for a full refund.. I thought okay great! Two days went by, Didnt receive anything.. Then 4 days.. 4 days became a week and i decided to email them asking where my item was, To which I got this. 'Hello, Many thanks for getting in touch. I'm sorry to hear you have not received your rejected return. I'm happy to confirm that I've arranged for your refund of £24.00 to be made within the next 48 hours. We'll send another email to confirm when it has been issued. I hope this helps, but please get back in touch if you have any further questions. All the best, Alison S' Which hinted to me that they didn't even bother to send the item back in the first place..I thought okay cool, Fair enough they messed up, Atleast I'll get my money back in 48 hours..right? During the supposed '48' hour wait, I got another email off them saying I needed to add a card to my account, As i usually pay thorugh paypal, I asked them why they couldnt refund it to my paypal account as they usually do but they said something about how as its a 'Manual refund' its either done by cheque or refunded to the card, I thought okay fine! Added my card.. 'Hello, Thank you for your email Unfortunately as the refund was for a rejected item we were unable to process the refund to your PayPal account. I can confirm that the refund of £24 has been processed 25/10/11, please allow 5-10 working days for the funds to appear in your account. I hope this helps but should you require any further assistance please do not hesitate to contact me. All the best, Kim' After waiting the ten day period and still not receiveing the money, I emailed them again.. 'Hello, Thanks for getting in touch again, and I'm sorry you are still waiting for your refund. I'm contacting our Finance Team to cancel a cheque that was being sent to you. I'm happy to confirm that I've arranged for your refund of £24 to be made within the next 48 hours to the new card you have added to your account. We'll send another email to confirm when it has been issued. I hope this helps, but please get back in touch if you have any further questions. All the best, Sarah M' So now after making me wait the ten days, They are saying they where going to send me a cheque, Which seems suspect as they told me it was going to my account, On top of that, Why wait till then tenth and last day to apparently be 'sending' me a cheque? I asked them why it was taking to so long and why they changed there story from being a refund to my account to now apparently being a cheque, They didnt reply, I then e-mailed them again and asked them why they arent bothering to reply and they spun me this line of BS.. 'Hello, Having checked your account I can see that your refund for £24 was processed this morning, and that you were sent an email confirming this. If you didn't receive the previous email, this could be because the junk mail filter on your email thought it was spam, and deleted it. If you make asos.com a ‘safe’ sender in your email settings, you won’t have this problem in future. Depending on your card issuer the money can take up to 10 working days to appear in your account. Once again I apologise for the delay you have experienced in receiving your refund. Should you have any further queries please do not hesitate to get back in touch. All the best, Courtney' This is utter trash, So I didn't have any problems with the previous 30+ emails they sent me about the issue and now all of a sudden they are trying to say it was sent to my junk mail and deleted, Which it clearly wasn't.. I replied with this a day ago.. Hi, Thanks for the reply - The issue I have is, Is that 10 days ago I got the same message as the one you have sent me, That I apparently was going to receive my refund within 10 working days. And I did not receive anything. And now you tell me its been processed this morning, So what exactly has been going on the last 10 days? Thanks. Been over a day since that and still no reply..Nearly two weeks and still no refund..They are clearly taking the P. Is there anything I can do or threaten them with? Any contact numbers as i cant find any.. Or anyone I could complain too? I was thinking to contact trading standards but I'm not sure if they'll handle something like this.. Any help would be much much appreciated, I know it was a long read, Sorry! Hope I can get some advice and feedback on this. Thanks guys!

Hello, I need a bit of a sanity check and some advice, as I have received two lots of advice for a problem I'm having, both of which are valid. The background: I bought a musical instrument in May, and within 2 weeks it stopped working properly. I took it back to the shop and they repaired it. The same fault occurred to a lesser extent several more times, but after leaving the instrument for a while (20-30 minutes usually) it would start working again. The quality of the tone was noticeably reducing, however. In September I was playing the instrument in a performance and it stopped working halfway through, with the same problem as before - this was extremely embarrassing, as you can imagine. I took the instrument back to the shop where I bought it and asked for a refund. The shop said they didn't know what caused the problem so couldn't give me a refund, and would send it off to the manufacturers to have it investigated. I was a bit upset and just wanted my money back - I paid nearly £1000 for it (a brand new instrument), and had lost faith in it completely. Eventually I agreed to the shop sending it back to the manufacturer for investigation. I spoke to Consumer Direct when I got home, and they advised me to write a letter referring to the Sale of Goods Act and saying I rejected the instrument because it was faulty, and had already been repaired by them once. That letter was sent last week. I received a phone call from the shop last Friday to say they had received my letter, and their engineer had had a look at the instrument and wanted to meet me in person. I agreed to this, and visited the shop yesterday afternoon. The engineer explained the cause of the problem - there were two factors, one of which could be resolved by a simple workaround and the other he couldn't identify the cause of, although the result of the problem was clear. He watched me put the instrument together and I played it a bit, and he said that, based on my handling and playing of it there, he could pretty much rule out my handling of the instrument as a cause of either problem (which was gratifying to hear - I know I don't manhandle it, but it's nice that someone else saw that and agreed). The engineer, who turned out to be the shop owner, proposed that he do the quick fix to solve one of the problems there and then, and for me to take the instrument away and play it as normal and try to recreate the second problem. I would then take it back into them as soon as it occurred, or even before it occurred if I didn't feel happy with how the instrument was performing, and they would spend as much time as was needed investigating it and fixing it until the cause of the problem was found. He said I could take it in as many times as I liked until either the problem was fixed permanently, or a conclusion was reached that the instrument was faulty and they would replace it. I spoke to Consumer Direct while I was in the shop to get some more advice, and they suggested how to deal with it. I returned to the shop owner and said that I'd like to go away and think about it. He said that was fine, but if I decided not to work with him then it would result in a court case to get my money back. He said this a couple of times, and talked about the value of the instrument seeing as it is effectively now second-hand. I phoned his shop this morning and asked him to send me a letter with a description of the cause of the problem and the work they had done, and his proposal about fixing the instrument, as I forgot to ask yesterday. The advice: I spoke to Consumer Direct again this morning and explained how things had been left. Their advice was to write back to him and say that if the fix provided was a long-term one then I would accept it, but if it wasn't a long-term fix then I would require a replacement or refund. My mum has a slightly different take on it: that he has already acknowledged that the fix probably won't be long term by saying he'd be willing to spend as much time on it as necessary and that I could take it back as many times as was needed. Her opinion is that I request the refund again and take the company to court if they refuse. My dilemma On one hand I don't want to be going back to the shop once every 2-3 weeks (which was the approximate frequency of the instrument going wrong between the end of May and the beginning of September) for the next year or more. On the other hand, it is a lovely instrument when it works properly and as Consumer Direct said it's all about being reasonable - it's reasonable for them to try and fix the problem. I am asking myself a few questions: - over what time-period is it reasonable for them to expect me to keep going back to the shop so that they can try and fix the instrument? Could I specify this time period if I write back to them accepting their proposal? - if it then goes wrong after this time period, could they force me to have a replacement? - if I decide not to accept their proposal, is it worth pursuing through the court? The shop owner kept mentioning the figure £500 as the value of the second-hand instrument, but as I haven't had the full use of it and have had it for less than 6 months is this likely to be all I would get? I guess the million-dollar question is how do you work out the value of it 6 months after it was purchased brand new? - I don't know if I will get my faith in the instrument back, so would the easy option be to accept their offer and just sell it as a second-hand instrument, if that's the value I would get if I pursued it through the court? What would Woody do? (I haven't named the shop or the instrument because I'd rather it didn't show up in searches for the moment)

I bought some goods from Louis Vuitton L.A with a Natwest Visa Credit card; and returned the goods one and a half days later, as they were misrepresented to me. I returned them at the Louis Vuitton S.F store. I was refunded the full amount in dollars - and hold the credit receipt. My bank telephoned me a few days later, and was very surprised that I there was a difference, shown on my accounts, between what I'd paid and what I'd been refunded during that transaction. This is where I'd learned I had NOT been refunded for the conversion of currency, which amounts to £200. Is this what usually happens when a foriegn credit card is used to purchase/ refund goods? Is there anything that can be done to return the price of the conversion? Thank you very much for your help!

Dear Friends, I need advice as to what to do to get back my money from Orange phones. I had a 12 mths Contract with Orange after which I phoned them in Feb 2010 to cancel my contract. We took another new contract with them for my daughter at the same address. After this I forgot about it and things carried on as normal. One year later, in Feb 2011, I realised that Orange was still deducting monthly payments by Direct Debit for my old Contract which we cancelled in Feb 2010. So I wrote to them and asked them for a full refund of the 12 mths overpayments as the phone has been cancelled and not used since. They have agreed that we called in Feb 2010 to cancel the contract and also have not used the phone number since then. They have refunded only 3 mths money and will not refund the rest. They say that they had sent us a PAC no. and as we did not use it for another connection, the contract was continued and money continued to be taken out by direct debit. It is our fault that we did not use the PAC no. We were unaware of this and did not receive any PAC no. My fault was that I should have cancelled the Direct Debit then, but I was told to do so after the final bill is settled and after that I just forgot. Please can someone advise me how can I get my remaining money back from Orange? Is going to 'Small claims court' an option? Or any other? If i take legal action who is the person from Orange to be implicated? Many Thanks. Probe:-( 31.7.11

Hi everybody, I hope this is the correct forum to put this in: I bought a PC from somebody on Ebay about a month ago, for £80.00, and paid them by PayPal. The PC arrived and is working fine, however, I had just changed banks and forgotten to update my PayPal account with my new bank's information, and the PayPal payment I had sent to the seller had been refused by PayPal, as the bank transfer from my bank to my PayPal account had failed, as it was trying to take money from my old bank account, not my new one. Both I and the seller received e-mails to this effect, and I contacted them to tell them that I would pay the necessary money into my PayPal account, from my new bank account, and set this up, but told them that it would take up to seven days to get to my PayPal account, according to PayPal. The seller then said that he desperately needed the money as his PayPal account was now down by £80.00 as the payment that had gone in, had then been frozen by PayPal, and removed temporarily from his account. I said that I would pay him by bank transfer, if he would refund the PayPal payment as soon as it went into his account, which he agreed to do. The bank transfer went into his bank account on the same day, and he then says that he paid the bank transfer into his PayPal account, as he had had a balance of -£80.00, due to the frozen payment. He claims that his account balance was £80.00, but changed to -£80.00 when the payment was frozen. Obviously this is incorrect, as it should have gone down to zero, not -£80.00. I telephone PayPal to find out whether my payment had actually left my PayPal account and gone into his account, because according to my PayPal statement, it definitely had. They confirmed this for me, three times (three separate long phone calls), that the payment had gone from my account into the seller's. I contacted the seller again and told him this, and asked him to refund my Paypal payment as agreed. He insisted that the money hadn't gone into his account, and that his account had gone from £80.00 to -£80.00, and that he couldn't refund the money as he 'didn't have it' in his PayPal account. This has been going on for five weeks. I am under the impression that the seller doesn't actually understand what he is looking at on his PayPal statements, going by what he has said to me, and also by the questions I ask, which he ignores and never answers. I have finally had enough and told him that I am going to have to take him to the small claims court. I have asked him about five times to simply telephone PayPal and ask them to verify that my payment has gone into his account, but every time I ask this, he just ignores it and replies about something else. Bearing in mind that this has already cost me about £10 in phone bills, and will now waste a huge amount of my time, plus that of the small claims court, is there a better way for me to resolve this? The seller claims that he has a 'legal team' (which I strongly doubt) and has been saying for the past month that he will get his alleged 'legal team' to 'sort things out with PayPal', which he hasn't done in the slightest. I have asked him to get his 'legal team' to contact me, so I can ask them to look at his PayPal statement, as I am sure the payment will clearly be on there. He now says that 'since this is a legal matter' he can no longer communicate with me, and will leave it up to his 'legal team'. Is it possible for me to claim compensation for wasted time, as the seller clearly has refused to do even the most basic thing, to sort this out? (i.e. he won't telephone PayPal and ask them to confirm that the payment has reached him, and he won't send me a redacted screenshot of his PayPal statement, even though I've sent him one of mine, for the payments and time period concerned). I am at my wit's end over this, such a huge waste of time because I did a favour for somebody by paying them the bank transfer, to try to help them out.

Hi, I have bought a Macbook Pro 15 at the UK Apple Online Store in mid April for around £1500. From the moment I first used it, when turned on, it made a slight clicking sound. I was told it is normal with high capacity HDD drives that came with the laptop. On June 28 my Macbook froze with all my data and became unusable, so I called the Apple Care Warranty service, I was guided through several tests and the issue was diagnosed as a faulty HDD and was told that it will be replaced at the Apple retail store the following morning. On June 29 I went to the Apple retail store (specifically to its Genius Bar, a quick service desk where technicians help customers solve problems with and on the spot fix/repair Apple products). Here I was told that I need to buy an external HDD, back up my data first and then follow instructions given. On June 30 I went to buy an external HDD, backed up my data and followed the instructions, which were erasing the HDD and installing the system from a DVD that came with the laptop. The installation failed in the middle; repeatedly for 5 times. I the same DVD from the same laptop of a friend, it failed as well. I even tried to install the system on the external HDD, it failed as well in the same way. I called the Apple Care Warranty service, was guided through the same steps without result, so was told to go the retail store again. On July 2 I went to the retail store, my laptop was taken away, and came with a new system installed. It worked. On July 14 it stopped working again, another error, with data inaccessible, luckily I made a backup this time. I called the Apple Care Warranty service where I was told to install a new version of the system from my install DVD, which did not work as it did not before (see June 30), so was told to go to the retail store again. On July 15 I went to the retail store, where the laptop was taken to away and brought back working again. On July 17 it had a different appeared (I believe it is related to it). Applications did not run (such as MS Office, Safari, Utilities). On July 18 I went the retail store and was told that the laptop would get replaced if it was not customised by me through the online store, but that it will be replaced by the Apple Online Store. On July 19 I called the Apple Online Store to replace the laptop but was told that they will not do it, because according to UK law they have the right to repair it first, so I agreed to a repair. On July 20 I was told that I will need to stay at one place from 9 am to 6 pm for the laptop to be picked up. On July 29 I received it back with a replaced HDD. The same problem persisted. I called the Apple Care Warranty service asking for it to be replaced, but was told to go through the installation process again (even though I did it under its supervision several times before) and was told that they will need to do another repair. I asked for a replacement/refund but was told that they will not agree to do it. They said they will repair it again as they have the right to a "reasonable number" of repairs. What I would like to know, I would be grateful if somebody could help me what my rights are: 1. Do I have a right to a refund? 2. Do I have a right to a replacement? 3. What is meant by reasonable number of repairs that Apple tells me it has to fix the issue? 4. What is meant by significant inconvenience that it caused to me in this case? Please take into account that I spent hours on the phone, travelling and trying to solve the issue myself. I also needed to buy additional hardware to rescue my data. Thanks, jaro