Chain Reaction Not Issuing Refund - Advice Welcome!
Discussion
I ordered a bike from Chain Reaction last month but decided to cancel the order before it was delivered. I contacted their customer service dept and was advised that orders could only be cancelled five minutes after they were placed even though the bike hadn’t shipped. I was advised to refuse delivery of the bike when it arrived and I’d be issued a refund after 23 working days (which is shoddy enough IMHO).
Anyway, 23 days has been and gone and I’d heard nothing so contacted them by live chat and was told someone would get back to me etc but I had no contact. I emailed them again today and was told they are investigating it with their courier which sounds to me like it’s gone missing. Given they’ve had my £3.5K for more than a month and their issue is between them and their courier, I’m getting more than a bit annoyed.
I’ll be starting PayPal dispute on Monday but does anyone have any bright ideas of how I might get my money back quickly? Anyone had an issue with CR like this previously?
Anyway, 23 days has been and gone and I’d heard nothing so contacted them by live chat and was told someone would get back to me etc but I had no contact. I emailed them again today and was told they are investigating it with their courier which sounds to me like it’s gone missing. Given they’ve had my £3.5K for more than a month and their issue is between them and their courier, I’m getting more than a bit annoyed.
I’ll be starting PayPal dispute on Monday but does anyone have any bright ideas of how I might get my money back quickly? Anyone had an issue with CR like this previously?
benny.c said:
I ordered a bike from Chain Reaction last month but decided to cancel the order before it was delivered. I contacted their customer service dept and was advised that orders could only be cancelled five minutes after they were placed even though the bike hadn’t shipped. I was advised to refuse delivery of the bike when it arrived and I’d be issued a refund after 23 working days (which is shoddy enough IMHO).
Anyway, 23 days has been and gone and I’d heard nothing so contacted them by live chat and was told someone would get back to me etc but I had no contact. I emailed them again today and was told they are investigating it with their courier which sounds to me like it’s gone missing. Given they’ve had my £3.5K for more than a month and their issue is between them and their courier, I’m getting more than a bit annoyed.
I’ll be starting PayPal dispute on Monday but does anyone have any bright ideas of how I might get my money back quickly? Anyone had an issue with CR like this previously?
Pretty certain that the distance buying regulations (CCR now, I think) allow for cancellation within 14 days for full refund? Did you contact them within this period & could you prove it to them? And , I think it's 14 days from receipt.Anyway, 23 days has been and gone and I’d heard nothing so contacted them by live chat and was told someone would get back to me etc but I had no contact. I emailed them again today and was told they are investigating it with their courier which sounds to me like it’s gone missing. Given they’ve had my £3.5K for more than a month and their issue is between them and their courier, I’m getting more than a bit annoyed.
I’ll be starting PayPal dispute on Monday but does anyone have any bright ideas of how I might get my money back quickly? Anyone had an issue with CR like this previously?
edit: Found Which's advice:
https://www.which.co.uk/consumer-rights/advice/can...
The_Jackal said:
So you cancelled after they send the bike out for delivery?
No, I contacted them to cancel a few days after I placed the order at which point the bike hadn’t been shipped. JonChalk said:
Pretty certain that the distance buying regulations (CCR now, I think) allow for cancellation within 14 days for full refund? Did you contact them within this period & could you prove it to them? And , I think it's 14 days from receipt.
edit: Found Which's advice:
https://www.which.co.uk/consumer-rights/advice/can...
Thanks for the link. As above I cancelled within a few days of placing the order and contacted them again twice after they attempted to deliver it - again within a few days. Fortunately this was all by live chat so I have digital copies of the conversations. edit: Found Which's advice:
https://www.which.co.uk/consumer-rights/advice/can...
Their instructions were to refuse delivery and I’d be refunded within 23 working days. Now it seems someone has lost the bike and they won’t refund me despite this being an internal issue between CR and their courier. Had I signed for the bike and shipped it back myself I could understand their position but I never took possession. The bike has always been in the hands of either CR or their courier.
benny.c said:
Thanks for the link. As above I cancelled within a few days of placing the order and contacted them again twice after they attempted to deliver it - again within a few days. Fortunately this was all by live chat so I have digital copies of the conversations.
Their instructions were to refuse delivery and I’d be refunded within 23 working days. Now it seems someone has lost the bike and they won’t refund me despite this being an internal issue between CR and their courier. Had I signed for the bike and shipped it back myself I could understand their position but I never took possession. The bike has always been in the hands of either CR or their courier.
Probably might pay to point out to them (politely) that their "5 minutes" requirement isn't legally enforceable & that they are obliged to refund you and find their missing bike themselves.Their instructions were to refuse delivery and I’d be refunded within 23 working days. Now it seems someone has lost the bike and they won’t refund me despite this being an internal issue between CR and their courier. Had I signed for the bike and shipped it back myself I could understand their position but I never took possession. The bike has always been in the hands of either CR or their courier.
JonChalk said:
Probably might pay to point out to them (politely) that their "5 minutes" requirement isn't legally enforceable & that they are obliged to refund you and find their missing bike themselves.
I’ve been promised further contact today so I’ll make that point. Their FAQs state, “If you have checked out as a guest or it is past the 5 minutes cooling off period, there will not be an option to cancel, sorry.”I note that in that link you posted, the law states that the seller must refund within 14 days of goods being received back OR within 14 days of proof that return postage was instigated. Given that my CR order page shows that delivery has not occurred I’d say that it ample evidence that a return has been instigated as per their instructions to me.
elanfan said:
Make sure you follow PayPal’s procedures and time limits. Presumably for that kind of money a credit card within PayPal was used? Any protection there?
No card involved, just normal PayPal but I’ll be starting the dispute procedure with them tomorrow if CR don’t issue a refund by the end of the day. I told CR as much yesterday and they said that was disappointing!!Edited by benny.c on Sunday 19th May 08:47
Just looking at the Consumer Contracts Regulations in detail and came across this with regards refunds .....
“(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—
(a)the day on which the trader receives the goods back, or
(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.
(6) Otherwise, the time is the end of 14 days after the day on which the trader is informed of the consumer’s decision to withdraw the offer or cancel the contract, in accordance with regulation 44.”
By instructing me to reject the delivery CR have offered to collect the goods and therefore they should have refunded me within 14 days of the day I first contacted them to cancel (which they told me I couldn’t do!).
“(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—
(a)the day on which the trader receives the goods back, or
(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.
(6) Otherwise, the time is the end of 14 days after the day on which the trader is informed of the consumer’s decision to withdraw the offer or cancel the contract, in accordance with regulation 44.”
By instructing me to reject the delivery CR have offered to collect the goods and therefore they should have refunded me within 14 days of the day I first contacted them to cancel (which they told me I couldn’t do!).
For those interested, PayPal haven’t been that helpful because their disputes procedure only allows for goods not received or not as described. I still opened a dispute for goods not received but got nowhere with it.
In the end I had to resort to Money Claim Online and I finally received a refund this morning some six weeks after the date they legally should have refunded me. Coincidentally the bike was found in their warehouse a few days ago with with no shipping labels attached.
In the end I had to resort to Money Claim Online and I finally received a refund this morning some six weeks after the date they legally should have refunded me. Coincidentally the bike was found in their warehouse a few days ago with with no shipping labels attached.
I just found the whole matter and their response utterly bizarre to be honest. I've ordered plenty of gear from CRC and Wiggle over the years and never had an issue before (and their reviews are generally excellent) but it's sod's law that the one order that did go wrong was an expensive bike rather than an inner tube.
Since the merger/buy-out they have been pretty crap. Bought a set of 27.5" mountain bike wheels about a year ago.
When they arrived, they had sent two front wheels. Lots of phone calls and live-chat and they said they wouldn't send me the correct wheel until they received back the wrong set.
A week or two later the next set of wheels arrived, and this time a front and rear wheel! Except this time, one of them was 26". I didn't fancy the penny farthing look.
Again, they had to collect the wheels, and wouldn't ship the 3rd set out until they had received the 2nd back into their warehouse.
It was something like 5 weeks from placing the original order to having a set of working wheels on my bike... I had kicked up such a fuss I think they sent me some vouchers after...
When they arrived, they had sent two front wheels. Lots of phone calls and live-chat and they said they wouldn't send me the correct wheel until they received back the wrong set.
A week or two later the next set of wheels arrived, and this time a front and rear wheel! Except this time, one of them was 26". I didn't fancy the penny farthing look.
Again, they had to collect the wheels, and wouldn't ship the 3rd set out until they had received the 2nd back into their warehouse.
It was something like 5 weeks from placing the original order to having a set of working wheels on my bike... I had kicked up such a fuss I think they sent me some vouchers after...
I have used them loads over the years, with few problems (and those that I had quickly sorted out). However at the start of May they sent me a package with an incorrect item - a 35 chain link instead of a £50 disc brake. It took ages for them to admit the problem, to the point where I didn't need the brake anymore. However, they insisted that they couldn't refund it, they had to send me the missing brake and I had to either refuse delivery or ship it back myself.
I didn't like the sound of refusing delivery (this thread validates that decision) but they have now changed their returns policy. If I want to use the Post Office to return it I would have to pay, the only free option was to drive across town to Asda to get messed about by them. The parcel is finally back with Chain Reaction, but I'm not holding my breath for a refund any time soon.
I didn't like the sound of refusing delivery (this thread validates that decision) but they have now changed their returns policy. If I want to use the Post Office to return it I would have to pay, the only free option was to drive across town to Asda to get messed about by them. The parcel is finally back with Chain Reaction, but I'm not holding my breath for a refund any time soon.
I’ve never ordered from CRC or wiggle before. Having read this thread I think I will stick with my local Halfords I know they have a reputation but our local one is manned by two young lads who appear to be keen cyclists and are helpful with advice and technical help.
I for example had recently bought a used bike with tubeless setup. I’d never touch tumbles before and couldn’t get one wheel to hold pressure.
I took it in and explained. They offered different solutions and technical advice. When I asked if they could do it they offered to do it there and then so long as I bought the sealant. Showed me how to do it. Explained some of the pitfalls and how to get around them.
Fantastic service and they didn’t charge me anything for the labour. Just the sealant.
Sounds like this lot are a bunch of cowboys.
I for example had recently bought a used bike with tubeless setup. I’d never touch tumbles before and couldn’t get one wheel to hold pressure.
I took it in and explained. They offered different solutions and technical advice. When I asked if they could do it they offered to do it there and then so long as I bought the sealant. Showed me how to do it. Explained some of the pitfalls and how to get around them.
Fantastic service and they didn’t charge me anything for the labour. Just the sealant.
Sounds like this lot are a bunch of cowboys.
They certainly need to take a good look at their cancellation and returns policy. In my claim I set out why they weren't complying with the Consumer Contracts Regulations and they admitted all of the claim without offering any defence so they clearly know they are acting unlawfully. I guess very few people resort to the courts though.
This seems a bit odd to me.
I have ordered stuff from them and if its something you decide you dont want and its not used you instigate a return which involves a label to attach for the return. (In my case it was a mudguard that would not fit)
This process seems to have had a spanner in the works as you refused it . No return label so I guess maybe its still whizzing round in the courier van as they have not been instructed through any sort of tracking system.
I have ordered stuff from them and if its something you decide you dont want and its not used you instigate a return which involves a label to attach for the return. (In my case it was a mudguard that would not fit)
This process seems to have had a spanner in the works as you refused it . No return label so I guess maybe its still whizzing round in the courier van as they have not been instructed through any sort of tracking system.
Exactly. If you contact them to cancel an order then you are advised to either take delivery and return yourself or refuse delivery. Now if the item was something inexpensive then I’d be quite happy to post it back myself but there was no way I was willing to take delivery of a bike I didn’t want and had cancelled. Once you’ve signed for the bike it’s your responsibility. Imagine the hassle getting a refund from them if the bike was damaged or went missing in transit once you’d accepted delivery. No thanks.
Edited by benny.c on Wednesday 5th June 23:56
I'm about to endure the same issue with backpackingunited.com - see my other thread.
Noticed as soon as the order confirmation came up that I'd been hit with £447 in taxes, no way to cancel the order, they don't answer the phone, it just rings out. No response to emails. I think I'm in for a VERY hard time over this. What makes it worse is that I used a CC for the CC protection, intending to just pay off the balance - I've no idea what to do and I'm incurring a credit card massive interest rate.
Never again!
Noticed as soon as the order confirmation came up that I'd been hit with £447 in taxes, no way to cancel the order, they don't answer the phone, it just rings out. No response to emails. I think I'm in for a VERY hard time over this. What makes it worse is that I used a CC for the CC protection, intending to just pay off the balance - I've no idea what to do and I'm incurring a credit card massive interest rate.
Never again!
Gassing Station | Pedal Powered | Top of Page | What's New | My Stuff