I placed an order online for some bits for my kitchen on 5th Februrary and I am still waiting. I emailed on 23rd Feb and again on 1st March-no response whatsoever. I left a message on their answer machine last Thursday (3rd) asking someone to ring me on my mobile. They are supposed to deliver within 5- 10 working days according to their website, the money left my account 16th Feb (luckily only £7.90, but that's not the point).

How do I take this further? Is trading standards the next step or is this too trivial for them? I can't speak to someone within the company- it's always an answerphone!

I take it that the company is in the UK. This being the case yes, you could report them to trading standards but if you paid by credit card you can ask the credit card company to "claw back" the money. If you paid by debit card there is nothing you can do. Buying anything online is always better via a credit card because of the free insurance it carries.

Wendy's correct, have a word with your visa company if that's how you paid. It's called a chargeback; I've used it before!

K x

The company is based in the UK. I paid by debit card:( I don't have a credit card.

Sorry to hear that hatter! Try OFT website (http://www.oft.gov.uk/Consumer/Where+to+Go+for+Help/default.htm). There's a section specifically about mail order problems.

Good luck! :thumbsup:

K x

If its a debit card- like a barclays one.. could you not just go to the bank and say someone has defrauded my card and get them to get the cash back?

Barclays have done that before for me when £165 went out of my account.. took a month mind- but I got it all back!!

Originally posted by ANGELUS
If its a debit card- like a barclays one.. could you not just go to the bank and say someone has defrauded my card and get them to get the cash back?

Barclays have done that before for me when £165 went out of my account.. took a month mind- but I got it all back!!

You don't get the safeguards with debit cards Angelus that's why it's advisable to use a credit card to shop online. Debit cards are the equivalent of a cheque - you can't do anything about those either! Doesn't work like that I'm afraid.

Don't muddle debit cards with credit cards they aren't the same thing.

Originally posted by wendy
You don't get the safeguards with debit cards Angelus that's why it's advisable to use a credit card to shop online. Debit cards are the equivalent of a cheque - you can't do anything about those either! Doesn't work like that I'm afraid.

Don't muddle debit cards with credit cards they aren't the same thing.

But I've taken an indemnity (sp?) claim out before when a company took too much money from my direct debit card. I rang my bank and told them and they wrote a letter to the company who had taken the money and gave them 14 days to respond. Having not got a response back my bank took the money back for me. That wasn't a credit card.

Originally posted by Foxxx
But I've taken an indemnity (sp?) claim out before when a company took too much money from my direct debit card. I rang my bank and told them and they wrote a letter to the company who had taken the money and gave them 14 days to respond. Having not got a response back my bank took the money back for me. That wasn't a credit card.

Didn't know you could do that Foxxx excellent idea but isn't that expensive - most indemnity insurance is?

Originally posted by wendy
Didn't know you could do that Foxxx excellent idea but isn't that expensive - most indemnity insurance is?

No, my bank did it for free! (HSBC)

Direct Debits are covered by a guarantee that you are entitled to a full and immediate refund if the bank or claimant makes a mistake. One-off transactions made on a debit card aren't. I think perhaps Foxxx had a Direct Debit set up.
I'd be tempted to try contacting the company again, specifically mentioning that you will be taking the matter further with Trading Standards if you don't receive goods/a response within 7 days.

Originally posted by hotphil
Direct Debits are covered by a guarantee that you are entitled to a full and immediate refund if the bank or claimant makes a mistake. One-off transactions made on a debit card aren't. I think perhaps Foxxx had a Direct Debit set up.
I'd be tempted to try contacting the company again, specifically mentioning that you will be taking the matter further with Trading Standards if you don't receive goods/a response within 7 days.

Ah yes, it was a direct debit. So I guess this isn't much help to the problem at hand. I didn't know if you could do the same with a online payment.

I wouldn't definately go with the above advice. Be firm and tell them you will report them if they don't reply.

Out of interest what company is it? Does the website look trusted? Is it something we've heard of?

I was wondering the same thing Foxxx. Yes who is it hatter so we can all be careful if shopping with them.

Name and shame them!!!! :D

This (http://thecookskitchen.com/browse) is the site in question- apparently they have won awards:o

I have emailed them again today saying that if I have heard nothing by the end of the week I will take the matter up with trading standards.

Originally posted by hatter
This (http://thecookskitchen.com/browse) is the site in question- apparently they have won awards:o

I have emailed them again today saying that if I have heard nothing by the end of the week I will take the matter up with trading standards.

I wouldn't be too impressed with the awards if I were you they are only for the website design etc not their service!

I may be missing something but I can't find a postal address on there... At all...

Originally posted by Strix
I may be missing something but I can't find a postal address on there... At all...

It's under order/delivery:

The Cooks Kitchen
Mail Order Department
25 Badminton Road
Downend
Bristol BS16 6BB
UK

At least Companies House still has them registered here. (http://wck2.companieshouse.gov.uk/9956b794b253a27d9723c5be6c1372c9//compdetails)

I think you can get directors' names and addresses for a fee.