Hi - firsttime post. A merchant that i bought a faulty kettle off is not playing ball. I sent back the kettle as per their instructions now instead of issuing a refund as I requested they replaced the kettle. I refused delivery and advised the merchant. They said ok once they receive the kettle back they woul dissue the refund. Unfortuantley that sent another kettle. This has now happened 3 times! I have complained and complained to the company and they keep saying they will sort it out. Last update was that I shoudl accept delivery and then send it back myself! Which I have told them to rethink that trategy. Now, am I right that theuy could be in breach of the 2015 consumer act? I have sent kettle back and requested a refund (the kettle was faulty) but they keep wanting me to deliver another kettle. How do I proceed? I have requested full complaint procedure. As this is an onlivne company there is a lack of phone numbers to ring :( so I can't get hold of a real person. PS kettle was paid for on tesco credit card but was less than £50.
Hopefully the company can get this resolved for you as quickly as possible, however if their response does remain the same then please contact our disputes team who will look into this for you
Hi , I am sorry to hear about your experience in trying to arrange a refund with the online company; I can certainly understand your frustration. Have you spoken with our disputes team about this yet? If not, they can be contacted on 0345 366 2711 who may be able to help in this situation.
Thanks for the response Stephen. The compnay in question has advise that they have escalated the issue and will respond within 48hrs. If that response is similar to the last few exchanges then I will contact the disputes team as you suggest. I am trying to gibe them every chance to resolve this issue. Thanks again.
Excellent, I'm glad you were able to get this resolved. If you need anything else you know where to post it and feel free to help answer other customers threads :smileyhappy:
How can I raise a dispute for items that have not turned up and the retailers will not play ball can this be done online or if not is there a phone number which is covered under my mobile phone contract without incurring extra costs
I am sorry to hear your items haven't arrived. We'll need you to give us a call so that we can do our best to put things right for you. We can be contacted on 0345 366 2711 anytime between 8am-6pm Monday to Friday and 9am-2pm Saturday. 03 numbers are charged at local rate when calling from a landline and may be included in any plan you have with your mobile provider, you would be best checking in with them on that!
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EmployeeVerified AnswerHopefully the company can get this resolved for you as quickly as possible, however if their response does remain the same then please contact our disputes team who will look into this for you
11-05-16 08:52Thanks for the response Stephen. The compnay in question has advise that they have escalated the issue and will respond within 48hrs. If that response is similar to the last few exchanges then I will contact the disputes team as you suggest. I am trying to gibe them every chance to resolve this issue. Thanks again.
StephenO
