Hi I bought a necklace for around £120 from this website. I made the order on 15th July and didn't recieve item until 27th/28th. My girlfriend doesn't like it so I sent an e-mail asking about getting a refund and I got this reply: As this is out of our refund policy, as a gesture of good will I would be happy to exchange it for anything on the site to the value of the original order. I checked their refund policy and it states: Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. Is this legit? Because it seems like an AWFULLY short time to allow for refund of such an expensive item. Could really use some quick info on this thanks. Dan

I'm looking for some advice, a friend and I bought 2 tandem skydiving jumps in the Scottish highlands (I'm based in Birmingham) for £250 each in march, due to bad weather it was cancelled so we re-arrenged for July....but was again cancelled due to bad weather so we asked for a refund of £200 as £50 of the £250 we paid each was understood to be a non-refundable deposit, but they have not returned any of our attempts to get in touch. We leave phone msg and emails but they are ignoring us. If it was an hour away I'd go and see them in person but as it in Strathallen (north of Glasgow) its just not easy to get there and to return for a third time is getting so expensive we really don't know what to do! Surely they don't have the right to keep our money? We haven't got what we paid for after all. I'd appreciate any help/advice that is out there, thank you.

Hello, Short summary: I have had an ongoing problem with an online retailer for months now. In April I placed an order with Aquatuning.co.uk. I paid £11.57 for 2-3 day delivery. They dispatched my order to the wrong address — a different one associated with my account, but one that I did not select when ordering. I was promised a new delivery and a refund of the postage costs. It took over a month to receive the new delivery. Furthermore, I still have not received the refund several months later, despite frequently chasing them up about it. Yesterday, I got an email from them telling me that I won't be getting the refund after all as they had to send out a second shipment "at great cost to them", as though I should have to pay for their mistake. Detailed history of events: Friday, April 15th - I placed my order, paying £11.57 for 2-3 day delivery. I took special care to select the correct delivery address. Tuesday, April 19th - My order was dispatched. Monday, April 25th - I still had not received my order 10 days after ordering and 8 days after it was shipped, and so I investigated and found that it had been sent to the wrong address (a different one associated with my account, that I didn't choose while ordering). I then contacted Aquatuning by email, explaining what had happened and asking for the problem to be resolved. Friday, April 29th - Several days later and I still received no reply. I therefore added the MSN contact and spent several hours sending messages (not all at once, of course) and waiting for a reply. I got no reply on MSN despite the contact being online. I then proceeded to post a message on the Aquatuning forums, hoping to FINALLY get in contact with the elusive Aquatuning there. Saturday, May 1st - 16 days after placing my order, and I still had received nothing for my money. I hadn't yet received any response on the forum, so I decided to send another message by email, explaining yet again what the problem was and that I hoped for a resolution. I then finally got a reply to my forum post from an Aquatuning staff member stating that the German office should have contacted me, but they didn't, so they would chase it up on Tuesday. Tuesday, May 3rd - I finally got a helpful email asking me to confirm my address and stating that a new shipment would be sent. Finally, it looked like the problem would be sorted out. I replied with the necessary information, and asked if it would be possible to have my delivery costs (£11.57 for 2-3 day delivery) to be refunded, given that I hadn't received it within 2-3 days or even 14 days after it was shipped. I got a quick reply clearly telling me YES, the postage fees can of course be refunded. Unfortunately, part of my order was then out of stock (despite the original delivery apparently being collected from the wrong address), and so those parts would be sent on later. Thursday, May 5th - I finally received part of my order, with some of it missing as was expected. Tuesday, May 10th - I still had not received the rest of the order, nor had I received my refund. Therefore, I sent another email to Aquatuning asking when I can expect the rest of my order and when I will get the refund. I got a quick reply telling me that the refund would appear "shortly" and that the ETA for the rest of my order would be the 27th of May. Saturday, May 28th - I STILL had not received my refund. Furthermore, the 27th of May had been and gone, and I hadn't received any new updates about the rest of my order, so I sent another email asking about my refund and asking about the rest of my order. Friday, June 3rd - I still had not received my refund which was promised to me a month ago (31 days ago). I still had not received the rest of my order despite the ETA passing a week ago. It had been 41 days since my original order and I was still waiting to receive some of it. I still had not received a reply to the email I sent a week ago. Monday, June 6th - I finally received the missing part of my order! I finally had all my items! And yet I still had not received my refund. I later received an email reply from Aquatuning telling me that "because it was a postage error we have to wait for the postage claim to be approved before being able to process the refund which can take a little time". To me, this sounds like they're blaming the delivery company (UPS), but I doubt they had access to my account to be able to discover my past address. Clearly this is Aquatuning's mistake, as they gave my past address to UPS instead of the address that I selected. Wednesday, June 22nd - Still no refund. I sent ANOTHER email to Aquatuning chasing it up. Thursday, June 30th - Over a week later, I finally got a reply from Aquatuning. They said their manager "declined to refund the postage as we had to send the shipment out twice at a great cost tour ourselves. However we would be willing to offer you a discount on your next order to help you get back the amount paid for shipment." I find it ridiculous that they're behaving this way over £11.57. I do not want to ever place another order with Aquatuning again, and there are no further items that I need to purchase. I just want my postage costs refunded to me as promised. I paid £11.57 for 2-3 day delivery and instead got the full delivery after a month due to their mistake. I have then had to constantly waste time emailing them and chasing them up for several months! I have all of the email evidence for everything I've mentioned in this post. Could anyone please advise me on this situation? What action can I take, if any? Many thanks in advance.

I think there is a serious and ongoing problem with Santander's PPI and interest refunds on PPI which was mis-sold or mis-applied to a credit card. Their 'formula' produces figures which can be significantly below the actual overcharge and overpayments made. I would appreciate if anyone who has had a PPI refund from Santander could look at how their refund was calculated - if you haven't done the actual calculations yourself you would not know if the refund is correct or not and may simply have believed them.

I organise events just for fun for myself and friends, I usually do all the travel arrangements for everyone. Twice before I've taken 30 people from London Victoria to Brighton for the day. Last weekend I took 20 people from London to Brighton and booked group tickets a month earlier online with my credit card and chose the option to pick up the tickets from the machines at Victoria Station. On the day I went to the station (approx 50 minutes before train was due to leave) all the machines seemed to be playing up, the first machine I went to had a massive line and everyone seemed to be having problems. When it was my turn the machine only printed my tickets from London to Brighton but seemed to crash before printing out the return tickets, I tried again and no return tickets were being printed. Then tried a different machine it would not print my tickets. I then had to go to the Southern Information Desk at Victoria Station and they also could not print my tickets - the only option they gave me was to pay another £149 for 20 single tickets from Brighton to London and told me to claim it back later. The Staff did not give me any kind of claims form or advise me as to how to go about getting a refund. I've hung on to all my tickets, credit card receipts and even got the staff member to stamp my confirmation email and stamp it with the Southern Rail Stamp to say the machines did not print my tickets and I was forced into paying £149 for 20 single tickets for Brighton to London. What would be the best way to apply for a refund? I rang the Southern Information Number and they said go back to the station to get a refund form - I'd have thought at the very least the form would be online so I could download it. It means making a special journey for me to get a form. That's added wasted time and money. What do people advise as best way to get refund and what kind of compensation can I ask for and whats the best way to get it? I'd be happy with travel vouchers if they were of high enough value to go somewhere other then Brighton. The entire incident ruined the start of my day, what was supposed to be a nice relaxing day at the beach in Brighton turned into a very stressful situation both for myself and the people I was meeting as I was unable to be at the meeting spot in time at the Station as I was rushing back and forth trying to get the tickets sorted out. It also meant I didn't have enough time to buy the food I wanted in the food court so starved for most of the day in Brighton as I couldn't take time off from leading 19 other people around the city.

Hi, I have returned a monitor to the Lg repair centre after being advised by my on-line retailer that the 3 year warranty is manufacturer responsibility. This was 2 months ago, I have so far been offered £150 refund, 30 less than my cost, by Lg, however, they have sent the item to my retailer, Micro-direct, Manchester, who are refusing to do anything about it. Can anyone supply me with the contact email for a senior Lg employee in order to get this sorted out, cheers

Hi All; I recently joined an on-line company, in order to buy my son a present. This was REDSAVE - a company based in Dorset, UK ( part of Nettexmedia limited) I purchased an item, and they took the money from my account within 2 days. 9 days later I chased them up, asking about the product, and was told it wasn't available any more - so I could buy something different or get a refund. I opted for a refund. They agreed to send me a cheque. Since then, at roughly 2 week interviews, I have contacted them asking where the cheque is. It's now nearly eleven weeks since the monies were taken from my account, but I still have not received a refund. Each time I ask, customer services just tell me the cheque is being sorted out by accounts. In my last email I warned them I would air my dissatisfaction about their appalling customer service via forums, and would log a case against them with Consumer Direct - if they didn't sort out the refund within a further week. To date, I still haven't received the cheque - so I've just actioned both of the above. I've communicated with several different REDSAVE "customer service" agents, and not one of them has apologised for the delay - I get the feeling because they have taken my monies, they really don't care. I'm very disappointed companies can act this way - I would appreciate any advice. Many thanks !

I have been inspired to post here by the brilliant and successful advice I have read given by "legalpickle" to someone who had a very similar problem to me, in the thread "Un-fair admin charges through Rich Dad (RDE) ***SUCCESS***". The quickest way to learn about how these people operate is to google "rich dad [problem]". Briefly - I backed out of a contract with them on the first day of the cooling off period. They then should have returned the several thousand pounds that I had paid them by credit card, perhaps deducting an admin fee. Although they concede that they owe me the money and that I have done everything they ask, they simply do not return the money. They claim it is due to their inefficiency rather than dishonesty. Every successful case of money returned that I have (now) read about involves threatening them with court. At one stage, in order to get your money back, they insist that you sign a form saying "I agree with the terms described above and acknowledge that Whitney UK has handled this matter to my complete satisfaction. Furthermore, I shall keep the existence and terms of this refund settlement agreement strictly confidential. Neither party shall divulge said terms to any third party in any matter." I don't know whether they can do that, but where I differ from the similar case mentioned above is that unfortunately I DID sign this, putting the loss of the 5% admin fee down to experience. How do I go about taking these people to court? Do I claim for * all my money back; * all but 5% (losing more than £700); * all my money plus some interest (it's been more than 6 months)? All advice welcome ... especially from legalpickle.

Hi there, I bought a dell inspiron mini 10 laptop from currys in march 2010 and all was well. But in late August of 2010 it suddenly developed a hard drive problem. Obviously this was only 4/5 months and went down to the store to try and resolve the issue. I explained the problem and they explained that it had to be sent off for testing and repair, the testing i could undertsand, only offering a repair i couldn't. I quoted the SOGA to my hearts content and they flat out refused to accept it even existed which frustrated me. I felt forced to accept the repair and was told to leave the store, even though i remained quite calm and cool. After this had happened i was not happy but decided to move on, but in early Jan 2011 it developed anoher Hard drive fault rendering the computer as useful as a doorstop. After only 4 months of being repaired and only nine months ownership i am now an extremly unhappy customer. Again i went down and was told about their whole '28 days or nothing' refund policy. Again i quoted the SOGA, saying it wasnt fit for purpose, not of sufficient durability and something was plainly wrong due to the repeated fault. They wouldn't budge and only offered a repair, which i refused and i am well within my rights i am entitled to do. They refused and after a staff member threw a paddy and went to her manager, i got no further and i left empty handed again Got home and asked consumer direct for some advice and they said pretty much the same thing but also to contact head office, customer services tc. Tried this and got nowhere as i got passed around far too much to understand who i was speaking to. I am at my wits end and i am just wondering if there was any useful advice or tips anyone could give me to resolve this issue . And is it just me or is their customer service just absolutley s***?? Thanks for listening to my rant, now feel better =D ZAPG

I ordered a pram and car seat from BabyTime in Welling, Kent on 22nd Jan via their website as they don't stock the products I wanted in store (Obaby Zezu Pramette and Car Seat), the wesite states orders usually take around 7 working days but can take up to 28 days. 22nd Jan - Get a confirmation email of my order being placed and that it would be processed as soon as possible, not that it is being processed. 25th Jan - £232.50 is debited from my account to BabyTime, so to me it looked like my order had been processed and should be recieved in the next few days/week. 3rd Feb - Sent an email asking if I could get an ETA on my order just so I knew when I could expect it, they replied within 50 minutes of me sending the email saying they have a buge backlog of order and that mine will be fufilled in the queue but they would push it through on priority basis and let me know when it's been despatched. 8th Feb - Look on website to see if I can find a contact number (they don't have one on there for some reason...) only to find that they have a large red disclaimer stating they have had a warehosue leak and a huge backlog of orders because of it, they hope to clear the backlog by end of the month. This is too late for me as I'm due to give birth at the end of the month and need them before I go into labour. 12th Feb - Sent an email again to BabyTime expressing my concern that my order will not be recieved in time due to the warehouse leak and that if I'd been informed of this previously I would've cancelled my order there and then. I then asked for my order to be cancelled and a refund given as they couldn't guarantee I'd recieve my items anytime soon. 15th Feb - Sent a follow up email asking if someone could get back to me regarding my cancellation. 17th Feb - Sent yet another email stating how disappointed I was with the lack of correspondence and that the money had been taken from my account with no sign of me recieving my order. I demanded they give me a refund or I'll go into the store on Saturday and get my money back there and then. I've also been trying to call the store for the past week to find out what's going on with my order but the line goes dead after ringing for a while and then is engaged when we call back. What can I do to ensure I either get my money back or get my order in the next few days? Surely they can't take money from my account without despatching my order?

Hi! I just joined to ask a question as I am in dispute with the sellers currently and need advice. I ordered some goods on Monday to be delivered on Wednesday between 9am and 5.30pm. I paid £9.99 for this exact delivery slot as it's the last day off I have before Christmas so I really needed it then. It didn't turn up and instead I got an email this morning saying they were delivering it today whilst I was at work. I'm angry because I now cannot get the item as I have no 'safe place' on the property to leave it, it's not suitable to be bought to work as I then would have to somehow get it home without a car and there is no one else around to collect it. All I am asking for is a refund but so far the company have been very rude and unhelpful about the whole thing. Where do I stand on this? Am I right to be complaining to the company who won't even refund my delivery charge let alone the items I now will not be able to get? I know the issue of the delivery lies with the delivery company but the sellers are the ones I paid so it is surely in their hands to make sure their side of the deal is lived up to? I'm getting very confused as I read somewhere I am entitled to a refund if the items did not come within 30 days OR ON DATE AGREED by seller and buyer. However I then read these rules aren't the same for perishable items like food. If anyone can help I am extremely grateful as the customer service of the place is awful, I'd like to know what is right and wrong.

Hi everyone! Looking for some friendly and accurate advice, there doesnt seem to be much about this on the internet. So around 4 months ago my online account was hacked and a large sum of money was stolen from my account in three different transactions. My bank immedietly refunded this, stating that their fraud team would find the money which would go back to them. So the money was refunded by my bank. Then when they chased the money it was put into my account and taken out immedietly. About a month later, one of the transactions for around 5000 was put into my account again. Please note that this transaction was from a normal account, not the actual bank. This was about 3 months ago. I have left the money in my account and not touched it. Can I (and if so when?) claim this money as mine? Also I need to get a mortgage soon, would it be unsafe to do so because of the 5000? Would they question it? Many questions but I want to be safe. Thank you.

Hi there, In may of this year i bought some fire fans from the above company. When they arrived we discovered that they were not made very well at all due to bad soldering (the fans are mostly made of metal) one of the fans (from two sets) broke the first time we used them and on another one of the links was very weak and therefore is likely to break. Therefore we complained to Trick Concepts and offered to return them to USA where the comapny is based as we wanted a full refund, a replacement would not do as we could see that they were just made badly. Each set had cost us over £100 each so we didnt think the product good enough to keep. Many emails passed between myself and the company until they realised that i was serious about sending them back and would require trick concepts to refund the postage to do so. In the end they agreed to refund the amount the fans had cost us this was at the begging of august. At the end of september i asked where the cheque they said they were sending had gone too. They have not replied and in a few days another month will have passed. what rights do i have? is there anything i can do to get this money back? warm regards kat

Hello, I've been looking through this forum for a while now and I'm still really confused as to what mode of action I should take first. I have a credit card with halifax on which I owe about £2650. I can only afford to pay £70 a month. The interest they charge is roughly £42 a month. So I'm not getting far with repaying them. I'm not sure what steps to take in asking for 1. A refund on the interest and charges 2. A freeze on the interest they currently charge. So do I send them a Sar, Iba or just a letter asking them to freeze the interest? Please . If someone could talk me through the steps, I would be eternally greatful Oh, I've had the account for about 3 years now.

I've so far had no real problems with buying on ebay, and I was thinking of putting up for sale on there my collection of (don't laugh) comics. I would expect them to fetch a few hundred or so. After seeing a bad report or two on here about Paypal refunds, and also after reading ebay's selling guides, I'm left feeling unsure that ebay's a good idea. For a start off they insist that you must agree to accept PayPal as a payment method, then they say there's a Paypal fee and don't tell you how much. The thing that bothers me is the possibility of the buyer getting refunded, and me losing out - it seems to happen often enough. How can I protect myself from an unscrupulous buyer/online auction site/payment facilitator? Perhaps what I am selling isn't usually prone to [causing problems], but I feel well put off by some of the stories I have heard. Would ebay allow me to sell a catalogue containing a list of what I have for sale? Or what about classified ads on ebay? Any comments welcome, thanks.

Hi, I have been out of week since September last year and my only income has been Tax Credits, I had a couple of £22 reserve fee's taken which I had forgotten about and since being on Tax credits I have not exceeded the money I had going in to my account but due to the original reserve fee's it has meant that I have been using my reserve every month without my knowledge due to the fact i knew the excact amount going in to my account and knew how much I could withdraw. My tax credits have dropped considerably and do not even cover the reserve amount let alone my overdraft now. Due to the first couple of reserve fee's the subsequent fee's since then have amounted to over £800 how do I stand in getting these charges refunded as I believe the Banks are not allowed to take charges from a benefit. Thanks