Another problem with online cycle shop!

[e-rider]

I retuned an item to PBK for a refund.
I received e-mail confirmation that they had received it back, and the couirier tracking also stated that it had been delivered to them.
However, I never actually got the refund. I have been in comunication with them and all they are saying now is that they never received the parcel back!!!
Unfortunately I deleted the email that they sent me saying they had received it.
I have sent them the tracking info etc but they just ignore it, and insist they never received it!

This situation is an absolute joke - what can I do to resolve it and get my money back?

I have no idea why shops fool about like this as all they do is lose customers - I'll never shop there again. I had bought quite a lot from them but this is the first time I've needed to return something - not a good experience.

 

[jefmcg]

Go to your credit card company, and dispute the original charge.

 

[GrumpyGregry]

More data needed...

How was it paid for? Have you tried other contact methods than email?

Have you considered 'small claims' if you feel you have watertight evidence of the return?

 

[e-rider]

More data needed...

How was it paid for? Have you tried other contact methods than email?

Have you considered 'small claims' if you feel you have watertight evidence of the return?

I paid using a CC. They have no phone number that I'm aware of so email is the only option.
They signed for the delivery so one would think that is good proof that they recieved it. I wonder if it's possible to get the e-mail back that I deleted, which was from the shop saying that they had received it and would process a refund? It was a hotmail account.

 

[michaelcycle]

Unfortunately I deleted the email that they sent me saying they had received it.

Forgive me if this is massively obvious but have you checked your deleted items / trash folder to retrieve it?

If you are confident of your position I would write to them saying if you do not receive a full refund then you will issue a claim form online as a money only claim within 7 days.

 

[e-rider]

Forgive me if this is massively obvious but have you checked your deleted items / trash folder to retrieve it?

If you are confident of your position I would write to them saying if you do not receive a full refund then you will issue a claim form online as a money only claim within 7 days.

I deleted the trash too! What is "money only claim within 7 days" all about?

 

[michaelcycle]

I deleted the trash too! What is "money only claim within 7 days" all about?

Basically it is issuing court proceedings online:

https://www.gov.uk/make-court-claim-for-money/overview

The threat is usually enough to get companies to pull their finger out.

Alternatively, if you paid with your credit card you can get them to dispute the transaction for you which may be less hassle.

 

[AndyRM]

Have you tried the 'Recover lost messages' link in Hotmail? May not work if you've deleted the Trash but could be worth a shot.

 

[e-rider]

Have you tried the 'Recover lost messages' link in Hotmail? May not work if you've deleted the Trash but could be worth a shot.

can't find that link?

 

[GrumpyGregry]

Part of The Hut Group as of april last year.

The Hut Group
Meridian House
Gadbrook Park
Gadbrook Way
Rudheath
Northwich
UK
CW9 7RA

0161 813 1710 seems to be some sort of a customer service number.

 

[AndyRM]

can't find that link?

Should be towards the bottom of the page in your Deleted folder?

 

[GrumpyGregry]

Too late now for the OP but people before you buy stuff online, no matter how good a bargain, check to see if the website gives some real world contact details before you part with your hard earned.

 

[jefmcg]

This is exactly the protection your credit card is meant to provide. Contact them, and tell them what happened. They will contact the retailer, and if they are satisfied you are correct, they can recover the money from the retailer.

No need for legal action.

 

[Tyke]

I paid using a CC. They have no phone number that I'm aware of so email is the only option.
They signed for the delivery so one would think that is good proof that they recieved it. I wonder if it's possible to get the e-mail back that I deleted, which was from the shop saying that they had received it and would process a refund? It was a hotmail account.

You have chosen to phone us.
Please phone us on +44 (0)161 8131710 any time during the following hours:

Monday – Friday 8am to 8pm
Saturday – 9am to 4pm

Please note we are closed on Sundays and Bank Holidays.

Calls will be charged at 5p per minute from a BT Landline, costs from other service providers may vary.

 

[e-rider]

Should be towards the bottom of the page in your Deleted folder?

I didn't know this was possible, unfortunately it only recoveres what has been deleted within the last couple of days