Robert Dyas missing parts in gym equipment order ..debit card dispute & return of item..

[jk2054]

Yes you can dispose of the goods.

 

 

[jk2054]

ok you hold the goods indefintely until they (don't) respond to you

[jk2054]

how many weeks since you first notified them?

[jk2054]

when you chargedback if you filed it as damaged/not as described did your bank not ask you to return the goods? Out of interest when was the chargeback raised and when was it resolved?

 

If you didnt file it as that what did you file it as?

 

I'll be able to give a better answer once I know what category your chargeback was

 

 

[jk2054]

what bank please?

[jk2054]

Did you get a text/email regarding this? If so please can you post a redacted version hiding any personal information/reference numbers.

[jk2054]

Ah ok -  Just for your reference then you haven't won the dispute.

Your bank has awarded you what's known in the industry as a "Temporary refund/credit."  This is the bank's money that they give you so that you're not out of pocket whilst the bank tries to resolve the matter. If your charegback is successfull, the retailer's bank will be forced to hand over the funds to your card issuer (visa/mastercard etc) who will then hand the funds to your bank. Your bank will then keep these funds, and this essentially acts as a reimbursment for your bank for the funds that they gave you. 

If the dispute is decided in the company's favour then your bank will take back the temporary refund they gave you as they won't have been able to reclaim the money from the retailer. This means that your bank wont lose money in the case of an unsuccesfull debit card dispute.

As someone who works on charegbacks for another bank, the vast majority of disputes are upheld, but some are not. For reference chargebacks normally take 30-60 days however they can take up to 240.

However this changes your situation quite a lot. My guess is that robert dyas are waiting for the outcome of the dispute. If they win the dispute, it's likely they wont respond to you at all, if they lose it then they may try to collect the goods back.

I'd also point out that because chargebacks are often handled by a team higher than generic customer service, it is likely that the customer service are simply told to not respond to your case whilst a chargeback is occurring.

This is common within some companies as chargebacks are very technical from a company response standpoint as there are rules set out by mastercard and the company is required to prove beyond all doubt that they abided by these rules to win. If they can't prove it beyond all doubt they lose.

 I would however point out that robert dyas are part of Retail ADR (a type of medation service). I would therefore recommend you to file a claim with retail ADR for this. This will give robert dyas 30 days (from the date your complaint is accpeted) to provide a response. When they respond you will be able to see what their plan/tactics are and where they plan on going with your case.

You should of course point out that the goods are faulty and they did not respond to you to provide assistance with the damaged part etc. However the point of filing this claim will be that you are able to see what Robert Dyas plan /response is. This service is free and should give you an answer as to why they have done nothing to resolve the situation. If you file i would recommend you to not mention that you filed a chargeback

The only reason I advise this is that if your chargeback is not upheld for whatever reason, you will not only have another means of recourse on robert dyas, but also it is likely in their response that they will tell you if they are going to collect the damaged goods or not.

Any questions please let me know

Sorry to be clear since you've not won your dispute, I dont recommend disposing of the goods at this point

[jk2054]

they dont have a clause dx in their returns policy i've already checked that before responding.

 

They're only charge is if they attempt but the goods aren't available

 

see:

Delivery & Returns | Robert Dyas

WWW.ROBERTDYAS.CO.UK

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Free Standard Delivery on Orders over £50. Free Nationwide Click & Collect.

 

Edited July 29, 2023 by jk2054

[jk2054]

They may have 30  days to respond,  but visa can take up to 2 months to decide

Also to add to what I previously said, call lloyds and ask if your dispute has been successful and closed.

They wont always tell you when its been processed but if you call and they say it was successful, then I'd say you are safe to dispose of the goods as you've got your money back

a chargeback decided in customer's favour can't be reversed

[jk2054]

no worries if you need anything else let me know

[jk2054]

I deal with charegbacks for a UK bank for a living and I've never heard of any company chase the consumer after a dispute has been decided in their favour.

Therefore yes I'd say he's safe to dispose of it after his dispute is decided in his favour. However as I already said I'd recommend him to file for ADR as I believe that would be his best route forward. 

 

 

 

[jk2054]

No you’re not right there.

A chargeback has no affects on the ownership of goods, it only has relation to the funds.

For cases with damaged goods the policy that we have is that customers must notify the merchant and provide the merchant the opportunity to collect the damaged goods.

If the merchant doesn’t collect them within 14 days but can deliver the same goods within this period and they are anything bigger than a small parcel (45x30x20) and 2kg we can file a chargeback.