Problems with Video/DVD suppliers

[WoodWhacker]

Hi all

I was wondering what re-course we have as punters if a supplier 'turns bad' and fails to correct an error to do with an order?

I ordered a number of items from a well-known Internet site (of the Adult variety) and they double-charged me for 1 order. Now the order arrived but I am still awaiting a refund for the additional payment deducted from my account over 6 weeks ago now.

On various occasions I have e-mailed the supplier and they have responded that it was a mistake (then an oversight, then human error) that the refund hadn't been made. Despite promises made to the contrary, I am still awaiting my refund (over ?100).

Short of slagging them off on websites such as this one - which I am somewhat loathe to do as up until this point, they had provided 100% service and I don't think is very productive - what recourse do I have with them?

Going to the small claims court seems a little excessive but my current only option. Any similar experiences from others or advice to try?

Please note, as I said earlier, unless I get COMPLETELY desperate I won't name the company (except to say that they are NOT sponsors of this site!).

Cheers

WW

[Riley]

IMO I think you should name names as you have now posted a public notice of discontent and created a witch hunt that can reflect on suppliers who look after their customers and only isolated two possibles i.e. this sites sponsors.

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[marcusallen]

A refund will only show up on your account in the next monthly statement.
However, it sounds like you are buying from a site that uses ibill or similar and that can take longer - sometimes never.

Provided that you have been previously satisfied with them I would suggest you INSIST on pain of full disclosure.

Mistakes can and do happen but excuses that border on prolonging the argument are wrong.

You are to be admired for not immediately slagging off the company in question. Often, others do and equally as often, it turns out that they have no legitimate claim at all. This happened fairly recently with a well-known supplier who had a misfortune.

If any private advice would help, feel free yto mail me.

[jj]

I sympathise: sometimes when you've exhausted all polite avenues it can be very frustrating: but as regards 'name and shame', FAQ 3.9 explicitly refers. I disagree slightly with the tenor of that para. only when in major 'Punter Power' mode........
A discreet way foward might be to ask one or more of the mods directly for their opinion as to the integrity of a particular supplier (sorry, mods, for heaping more work upon your sweat-stained shoulders.....although it is possible they may just not know): that way confidentiality is preserved for both parties: a less subtle 'Trojan Horse' strategy might be to post asking 'have forumites had dealings with X.......are they reliable?', and see what comes out of the woodwork.
I assume you've checked for positive/negative reviews in Links-Suppliers, left- this may give clues as to the likelihood of you seeing a refund. If they post here (fairly) regularly, and you've really tried everything else, it's probably worth risking a frontal assault, as I'd then regard them as fair game- i.e if they boast here about good customer service, they can hardly complain if that assertion is then validly challenged by a dissatisfied punter. The worst that'll happen is you'll get deleted, and I'll get a bollocking for having given dodgy 'advice'.......
If all else fails, chalk it down to experience and avoid them like the plague if future. You may be able to both save another punter from a nasty experience, and do them out of another cheap buck.
But remember, most companies are legit, and many bend over backwards to rectify errors- they really don't need all the crap that dissatisfaction entails, so I'd say (unless they are certain US outfits, who just don't care about the tiny percentage of overseas biz) the chances of a successful resolution are good- and keep mailing them till they get pissed-off enough so that they'll sort things just to get a bit of peace and quiet.

[jj]

Witch hunt?
Only for the guilty- which I assume doesn't include you.
Woodwhacker is following FAQ 3.9, q.v.

[Riley]

'Witch hunt?
Only for the guilty- which I assume doesn't include you.'

Correct and I can sympathise with the customer but when two companies are ruled out of the equation then as far as I can see the finger gets pointed at others and that is what I disagree with in the original post.

[jj]

As I pointed out above FAQ 3.9 explicitly forbids the action you suggest....although, as I've said, there are other ways and means............. softly,softly, catchee Thieving Cynical Greedy Chiselling Git, as they say in old Shanghai.

[WoodWhacker]

Thank you one and all.

It was not my intention to start a 'witch hunt' - one would hope users of this forum are a little bit above the mentality of the average tabloid hack (i.e. so and so's been accused of this and that so they MUST be guilty)!

Regarding the billing issue, I can see what comes and goes from my account via the joys of online banking - the original deductions could be seen (and have subsequently shown up on last month's statement) - but no sign since then of the refund.

As I said, what is really p155ing me off is the fact that I have had no previous problems with the supplier - I was one of the dubious ones to start with and thought some of these sites catering for our adult tastes wre run by 'take the money and run merchants'.

Clearly NOT the case !

I maintain the line of anonimity for the 'accused' and will contact MA as offered (as well as the mods).

Cheers

[jj]

Given their previous good conduct, a serious glitch seems the likeliest- companies occasionally go through 'staff problems' and the like.