On 26 November 2009, I ordered a lantern from Surplus and Adventure who have an army surplus store in Flyford Flavell, Worcestershire. My credit card was charged £26.90 on 30 November even though – it transpires – they did not have the item in stock.
After seven weeks of chasing the order by email – I never succeeded in contacting them by phone – I asked them to cancel the order and to refund my credit card. I received a reply on 20 January saying they had ‘cancelled my order as requested’.
My latest Visa card statement did not show a refund so I sent them one last email and wrote letters to the shop’s manager and the company’s Managing Director (different address) saying that if my money was not refunded by 9.00am 17 February I would be contacting my credit card company and requesting a chargeback.
9 February - Received an email from Surplus and Adventure saying that they had 'emailed' the refund request to accounts and that they were sorry for any delay.
17 February - the day of the deadline. I checked my credit card balance and - sigh of relief - my money had been refunded.
Lessons for Buyers
- If you don't know and trust an online supplier try Googling them including the word 'problems' or 'complaints' before you buy.
- Pay for online purchases with a credit card or PayPal - rather than a debit card.
- Be suspicious if a seller charges your credit card before they have an item in stock.
- Be suspicious if you are unable to contact them by phone.
- Do not make accusations, judgements or threats - just keep to the facts.
- Given the supplier the opportunity to correct the problem.
- Clearly communicate what needs to be done, when it needs to be done by and the steps you will take if the deadline is not met.
- Write to the company to reinforce any deadline you may have communicated by phone or email.
- Once you have set a deadline and conditions, do not deviate from them - even if you receive what seems a plausible and reassuring response from the seller.
- Keep a copy of all your communications with a supplier.
- Understand how credit card chargebacks work.
Lessons for Sellers
- If you do not have an item in stock, make sure that you have made this clear on your website.
- Don't charge a customer's credit card until you are ready to despatch an item. You can always authorise a payment - to ensure that the customer is able to pay - and capture the payment later.
- Keep the customer informed at all times - especially if there is a problem. Don't wait for them to contact you.
- Give an estimated despatch date when you confirm the order.
- Email the customer when the order has been despatched.
- Don't make a promise just to keep the customer quiet.
- Always do what you said you would do.
Also see:
Chargeback on Credit and Visa Debit-Cards
xomreviews
Ripoff Report
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