Getting a refund on a shed- where do I stand?

[24lemons]

Long story short,

Shed Ordered beginning of May

Delivered mid June with parts missing

Missing parts arrived mid July - except they are for a different shed

Requested company collect and issue refund/replacement around 23 July.

Collection confirmed for Friday 2 Aug - no show.

Chased Monday 5 Aug - claimed they came to my house on Saturday and took away 1 panel. We were in. Nobody came to our door.

I’ve now been given a new collection date of Friday 16th Aug but told refund can take up to 2 weeks after receipt of goods.

Where do I stand now? I just want it gone and it’s been clogging up our garden all summer. I want to get on and order a replacement but I need the funds and space to do so.

I’ve told them it has to be collected this week but they keep saying there’s nothing they can do.

We paid with a credit card. Is it too soon to request charge back? I don’t even know how that works!!

Company is online and Direct supplies Buildings for Gardens, if you follow.

[Countdown]

Have you got an email trail?

My CC company were happy to process a chargeback when they saw all the evidence.

[24lemons]

I do have emails. I am reluctant to charge back as I’ll then be left with a large amount of wood to dispose of! If it comes to it though it’s worth considering.

[GiantEnemyCrab]

24lemons said:

I do have emails. I am reluctant to charge back as I’ll then be left with a large amount of wood to dispose of! If it comes to it though it’s worth considering.

Have a fire.

[123DWA]

Would you be able to even do a chargeback? The suppliers haven't said they're not going to refund you or not collect it, they're just not doing it as quickly as you'd like. Is there anything in their T's & C's that state how long refunds should take?

[24lemons]

123DWA said:

Would you be able to even do a chargeback? The suppliers haven't said they're not going to refund you or not collect it, they're just not doing it as quickly as you'd like. Is there anything in their T's & C's that state how long refunds should take?

Fair point I’ll have to have a look. I’m trying to think of any way I can apply pressure on them to pull their finger out.

[spikeyhead]

I'd do a chargeback, then list the wood on marketplace

[OutInTheShed]

You could try talking to your card company.
You may find that they influence the supplier to sort things.
The card company are jointly on the hook for anything bought with the card.
That's why they charge retailers a fair slice.
You should not need to pay the card co for a faulty shed. So if there is no prospect of the shed supplier putting that shed right, then they will probably set the charge aside until the matter is resolved.
That would enable you to buy another shed, to keep the wood from the first one in?

It may vary from card co to card co, but I found it worth phoning them.
I was just phoning to ask advice about how it all worked really, but they more or less sorted it in a 5 minute phone call.

[Cats_pyjamas]

Just initiate a charge back. I've only done it once, but found the process simple and within around 8 weeks was fully refunded. Just collate your evidence and attach it to you submission.

[snuffy]

I've found a lot of companies say "up to 2 weeks for a refund", or whatever, but in reality it's almost instant.

It's like the banking system has changed by they haven't in what they tell their customers.

[James6112]

Just been through similar with an online bathroom company.
Bath was chipped when delivered mid june.
No refund until they picked it up, finally picked up on the 30th of June.
Up to 14 working days for refund..
Middle of July, nothing.
They said they processed it on the 11th of July so 14 days from then..
I let the wife loose on them, more excuses.

Initiated chargeback with CC as had mail chain then.

Last week wife called them again, they said we would have the refund in 3 days.
She had the CEOs mail address. Said he was going to be copied in if no refund.

It came today!!!

Wont use them again.

[K4sper]

problem with trying a chargeback is that the CC will look into your evidence and see that the supplier has arranged to come and collect it next week and process the refund thereafter, and then either sit on it until that time or just ask you to wait

[Macneil]

Charge back is so easy, currently in dispute with a holiday company, cc have refunded with no questions asked.

[QBee]

Macneil said:

Charge back is so easy, currently in dispute with a holiday company, cc have refunded with no questions asked.

I have done the same with the bank where an online payment was made from my wife's bank account and the goods either didn't arrive (usually from those naughty boys and girls in China) or arrived damaged.
I do the work here because she is deaf, and I work in finance.

Same result, the bank credited it back immediately and then told us what evidence they wanted to see (basically, the printed out email trail).
There was always a rsk they would debit us back again, they never have.

[SAS Tom]

24lemons said:

Long story short,

Shed Ordered beginning of May

Delivered mid June with parts missing

Missing parts arrived mid July - except they are for a different shed

Requested company collect and issue refund/replacement around 23 July.

Collection confirmed for Friday 2 Aug - no show.

Chased Monday 5 Aug - claimed they came to my house on Saturday and took away 1 panel. We were in. Nobody came to our door.

I’ve now been given a new collection date of Friday 16th Aug but told refund can take up to 2 weeks after receipt of goods.

Where do I stand now? I just want it gone and it’s been clogging up our garden all summer. I want to get on and order a replacement but I need the funds and space to do so.

I’ve told them it has to be collected this week but they keep saying there’s nothing they can do.

We paid with a credit card. Is it too soon to request charge back? I don’t even know how that works!!

Company is online and Direct supplies Buildings for Gardens, if you follow.

Currently you’re standing next to a pile of wood that should be a shed by the sounds of it HTH

[ralphrj]

Macneil said:

Charge back is so easy, currently in dispute with a holiday company, cc have refunded with no questions asked.

I think that where goods have been received but are not of satisfactory quality then the credit card company will ask for proof that the goods were returned to the supplier before they will agree to a charge back. That was my experience with a bed that was delivered incomplete.

[24lemons]

Well the shed was finally collected on Friday so I hope my refund will appear soon. I won’t hold my breath though.

[SpidersWeb]

ralphrj said:

Macneil said:

Charge back is so easy, currently in dispute with a holiday company, cc have refunded with no questions asked.

I think that where goods have been received but are not of satisfactory quality then the credit card company will ask for proof that the goods were returned to the supplier before they will agree to a charge back. That was my experience with a bed that was delivered incomplete.

That's why you don't initiate a 'charge back' from a credit card company but you make a s75 claim.

A charge back is something the card companies choose to offer and is subject to their terms and conditions.

A s75 claim is a legal matter where the credit card company (it doesn't apply to debit cards) has joint and several liability with the supplier, and if goods are large enough that they need to be collected then as with the supplier then the credit card company would need to arrange collection.

My experience with doing many s75 claims over the years is that the credit card companies don't want the hassle of that, and even with something as small as a mobile phone, they have simply refunded and ask me to dispose of the faulty item, occasionally asking for proof I have done so.

[mcpoot]

SpidersWeb said:

ralphrj said:

Macneil said:

Charge back is so easy, currently in dispute with a holiday company, cc have refunded with no questions asked.

I think that where goods have been received but are not of satisfactory quality then the credit card company will ask for proof that the goods were returned to the supplier before they will agree to a charge back. That was my experience with a bed that was delivered incomplete.

That's why you don't initiate a 'charge back' from a credit card company but you make a s75 claim.

A charge back is something the card companies choose to offer and is subject to their terms and conditions.

A s75 claim is a legal matter where the credit card company (it doesn't apply to debit cards) has joint and several liability with the supplier, and if goods are large enough that they need to be collected then as with the supplier then the credit card company would need to arrange collection.

My experience with doing many s75 claims over the years is that the credit card companies don't want the hassle of that, and even with something as small as a mobile phone, they have simply refunded and ask me to dispose of the faulty item, occasionally asking for proof I have done so.

At last someone who knows what they're talking about. All that chargeback talk was doing my head in.