If you visit their website you'll see they have a new phone number up there now - it's an 020 number rather than the previous 084... Anyway, I rang it, it went to voicemail so I left a message giving my order number and explaining that I've already sourced my item elsewhere and don't need it anymore. I wasn't that hopeful but have just received an email saying my order status has changed to "Processing For Refund" and asking that I wait 7 days for the refund to appear on my account. I'm happy enough with that. Good luck with your case.

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If you visit their website you'll see they have a new phone number up there now - it's an 020 number rather than the previous 084... Anyway, I rang it, it went to voicemail so I left a message giving my order number and explaining that I've already sourced my item elsewhere and don't need it anymore. I wasn't that hopeful but have just received an email saying my order status has changed to "Processing For Refund" and asking that I wait 7 days for the refund to appear on my account. I'm happy enough with that. Good luck with your case.

asked by Brian J. on 6/21/10

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Stephen N. · Answer 1 · 2010-06-21T01:13Z

Stephen N.

on 6/21/10

Well i recieved my order on friday. I had emailed trying to cancel it time and time again with no responce. The delivery refund was not put back into the acount. I have emailed them about this aswell.

I'm not the most savey shopper in the world so do not know where i stand when it comes to screwing this company over.

Yes i did get my order in the end but i ordered it on the 26th of may. Sent over 10 emails, got one responce.

I did not get my refund. And when I tried to cancel the order I was ignored.

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Brian J. · Answer 2 · 2010-06-21T01:42Z

You have legal rights to cancel your order within 7 days of receiving it - see

http://www.oft.gov.uk/about-the-oft/legal-powers/legal/distance-selling-regulations/

For details - or Google "Distance Selling Regulations".

They have no choice but to honour this. I had an occassion in the past where I ordered an air con unit and cancelled it and they refused to take it back without charging me a "restocking fee" of 20% of the original cost. I pointed out they couldn't do that - under this law they had to take it back. They ignored me so I contact the Trading Standards office nearest their base (I'm up north, they were down south) who sent someone round to their premises to speak to their top man. Within a day or two a refund appeared on my card.

If you no longer want the item and still can't reach them by phone, send the item back recorded delivery (so they can't deny having received it), add up all the costs you've incurred (including the cost of sending it back) and write a letter asking for that FULL amount back as a refund. Mention the distance selling regs and that you'd tried to cancel numerous times before dispatch and had been unable to reach them through no fault of your own. Put it all down in writing and send them the letter. Say you'll give them 14 days before contacting Trading Standards. If no refund comes through, send a copy of the same letter, with a covering letter, with full details of their name, address etc, to their local Trading Standards office and ask them to send someone round to check them out as you're having no luck making contact.

At least this way they'll get a visit from an official which may just give them the shock they need. I'm going to phone them this morning to see if I can get through and cancel my order. If not, this is the approach I'll take.

Good luck and keep me posted.

Regards
Brian