So, I ordered an ultimaker, and even picked the express delivery.
They charged my card.
Then they tell me they have none, and won't for some weeks.
Then they tell me it will be even more weeks.
Eventually I cancel the order, and they refund, but the result is that I am £140 out of pocket due to card fees and exchange rates - a card fee even on the refund FFS.
They refuse to compensate me.
I may be investigating the logistics of suing someone in The Netherlands.
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I'm pretty sure that is contrary to VISA rules as written into most companies merchant agreement, there's a limit to how far in advance you're allowed to take payment before you dispatch goods.
ReplyDeleteQuite, so I have written to the bank too.
DeleteHow long was it between ordering and cancelling? Was it a full refund (can you actually tell by your statement if it actually was a "refund" or was it a "credit" to your card?)
ReplyDeleteA month, and was a refund of the same number of euros.
DeleteAh, so processed as a "credit" then instead of just cancelling the transaction (which, in my experience, has reversed all fees) - usually they can only cancel within a few days so the month long wait would explain that. What to do though? From their end, they've refunded everything you've paid them (the fees are a matter between yourself and your card provider) - the only thing I think could be possible would be to find out who their merchant agreement is through and contact them. Tricky one...
DeleteQuite. But from my point of view I don't have my money back, and I don't really care why - even if it is a consequential loss of their breach of contract.
DeleteThat should be quite clear cut, as you haven't been supplied the goods within the agreed time-frame. I would try and get a refund via the bank using the Visa scheme, like your doing...
ReplyDeleteInteresting - I thought normally a card refund reversed the original transaction, so neither you nor they would be out of pocket? Maybe the international and multi-currency nature breaks that, though - or they'd left it too long to back out the original transaction that cleanly. What does the bank say about it?
ReplyDeleteBeing left £140 out of pocket for an order they never even shipped is just ridiculous, though. I felt angry enough at Debenhams taking a week to admit they'd lost the pre-paid order I was waiting to collect from their store last month! (Being a birthday present, ordered eight days before said birthday, was a factor in that irritation too.)
At least part of Adrian's difficulty is that although the refund was for the "full value" that was in Euro and the £ is worth more in € than it was a month or few back (plus or minus some fluctuation). Assuming €2k for an Ultimaker (excl VAT) if he was charged back in Jul/Aug when the £ was worth €1.14, then got refunded today with £1 = €1.2 he'd be £88 out of pocket.
ReplyDeleteMy first port of call would be the card company - I find most card companies will do charge-backs in this type of scenario when the merchant is not co-operative in refunding.
ReplyDeleteI suspect they may well refuse a charge back now though, as the merchant was co-operative, and did refund. The fact that the refund was in Euros may not concern the bank.
ReplyDeleteWell, it should not concern me either, but it does, to the tune of £140!
Delete