Web Shopping Problem

[Suzie228]

I have ordered an item from a UK web site and have not received goods. they have taken payment but have not responded to my e-mails or telephone calls. What can I do next?

[Booldawg]

Hi Suzie - i'm having the same problem and got some good advice here.

http://www.theanswerbank.co.uk/ChatterBank/Question1224782.html

Still ongoing and not resolved. Just out of interest - who is the company?

[daffy654]

How long ago did you make the purchase? What was your method of payment (credit card, debit card, paypal)?

Have you Googled the company name followed by the word 'review'? This can sometimes bring up links of other people who have been ripped off by the same company and will let you know that you can expect to not receive your goods or a refund.

[Suzie228]

I paid by debit card, order was placed Monday 18th, payment taken Thursday 21st including payment for courier delivery. No confirmation received or responses to e-mails asking for e.t.a.

[Suzie228]

Hi Booldawg, the company is Toner Warehouse, web address toner-warehouse.co.uk

[daffy654]

It seems very suspicious that they haven't answered your emails. I had this problem with Dunelm Mill once and I bypassed their email service by contacting them via their Facebook page, which resulted in a satisfactory outcome.

I would try contacting your bank to see if there is any way you can get a charge back on your debit card payment. It isn't likely they can or will help but it is worth a try.

[Booldawg]

If you receive nothing from them I'd contact Trading Standards as per Buenchicos info in the link I posted. Thats not much else you can do if they wont talk to you

[murraymints]

Most companies say allow up to 21 days for delivery....too early to start complaining I'd say...

[chelle7272]

Hmmm my PC at work just cut the connection to Toner Warehouse saying a trojan threat was detected....

[daffy654]

I visited the website concerned just now and i'm shocked at how amateur it appears to be. As far as I can see they only stock one product, most of their links are broken and they do not have a VAT number or business number on the site.
They do have a street address and phone number listed so anyone with an account at Companies House may be able to find more information on the company and possibly an alternative phone number you could call.

[Suzie228]

thanks everybody, will take up suggestions.

[Buenchico]

The address on that website is for a private house in Eastleigh. The domain name is registered to CGPT Ltd, of 1 The Nook, Eastleigh (which is also a private house), although the registered address of the company is 66 Hut Farm Place, Chandler's Ford, Eastleigh (which is again a private house),

So it looks like it's a one man business, run from home. It's only a week since you ordered and many small companies operate to a 14-day delivery time. The guy is probably awaiting a stock order so that he can forward your order to you.

If you've not received your goods by the start of next week, write to Hampshire Trading Standards:
http://www3.hants.gov.uk/tradingstandards/tradingstandards-contacts.htm

Chris

[joko]

i agree - unless they promised you next day delivery or something, it is ridiculously early to start complaining and claiming fraud etc!

They didn't process the payment until Thursday...
Friday will have been spent processing the order and packaging etc -
sat and sun - weekend days so nothing is done
and monday - TODAY - to post it!
you haven't given them much chance to post it or to read and assess your complaints and answer messages

you are not their only customer you know, and it could take another week to come and still not be an excessive amount of time.

[Suzie228]

Hi Joko - I take your points and I was not actually going to start reporting fraud yet, I was just getting concerned as I have never before not had an acknowledgement or some sort of response. I wondered if other people had had the same experience. I did not expect next day delivery but would just have liked some sort of communication. It does not take long to send an e-mail.