please help! Refund denied - non-delivery of goods: CarpetRight.**Resolved-Full refund given **

[Meerkat58]

To Crapstone: (sorry - I don't know how to do the 'quote-y box thingie): I have sent five emails - the first and the last have been acknowledged - but not actually responded to. 'Customer Services' says they 'are looking into it'. That is all. I have received no correspondence or calls from the branch store, at all.

[MARTIN3030]

Forget the emails,and forget Trading Standards-this is something that you can do yourself providing you have everything documented to proceed.

As has been said,write to them at their registered office and put them on notice that unless you get your money back you will sue them-simple as.

If they do respond positively to your email in the meantime then you have lost nothing but a couple of quid.

[MARTIN3030]

Jeremy Sampson - Director of Legal and Company Secretary

Carpetright PLC

Harris House

Purfleet Bypass

Purfleet

Essex RM19 1TT

 

 

Recorded delivery-and keep a copy.

[Meerkat58]

Now I'm confused Martin3030! Would it not be easier to wait a further five days and claim a refund on the grounds that the item has not been delivered with 30 days, as Crapstone suggested?

[Meerkat58]

(WithIN 30 days)

[Meerkat58]

Thanks for address. Is there a letter template on site that would help me to compose the correct claim information?

[MARTIN3030]

Now I'm confused Martin3030! Would it not be easier to wait a further five days and claim a refund on the grounds that the item has not been delivered with 30 days, as Crapstone suggested?

 

also quote

 

"I have sent five emails - the first and the last have been acknowledged - but not actually responded to. 'Customer Services' says they 'are looking into it'. That is all. I have received no correspondence or calls from the branch store, at all."

 

 

Does it really look as though they are showing any efforts to resolve it ?

[Crapstone]

also quote

 

"I have sent five emails - the first and the last have been acknowledged - but not actually responded to. 'Customer Services' says they 'are looking into it'. That is all. I have received no correspondence or calls from the branch store, at all."

 

 

Does it really look as though they are showing any efforts to resolve it ?

 

All the more reason to wait for the 30 days don't you think? A few more days isn't going to harm what's already been done on the grounds of waiting for a reasonable response and it's not going to have any effect on the court or any remedy as far as I can see. On the contrary it's more becoming to be diplomatic and try to be amicable before taking court action as the last resort for which it is intended.

[perplexity]

Was it "an organised distance sales or service provision scheme run by the supplier"?

 

I doubt that the facility to place an order by telephone amounts to as much as that if you could just as well have gone along to the premises, their usual means.

 

It seems to me that the crux of this is the feeling of being taken for a ride, which is why I pointed out the Unfair Trading Regulations. Perhaps there is a history of similar stories to be discovered with view to combining the weight of verbal evidence. It is hard to tell.

 

Otherwise, if you sue for breach of contract all they have to do is point to their terms and conditions and deny that a firm promise was made to another effect. Even if you win the claim a judge could refuse to award the costs if of the opinion that you were asking for trouble.

 

Have a word with Trading Standards. If you are going to claim that what happened is tantamount to an offence you should at least report it as such to the proper authority and get yourself a proof of that.

 

8)

[Crapstone]

At the moment any breach is in the hands of the trader as they have both the goods and the money. They can't have both without a method to resolve. What offence would that be? It's a civil matter and TS won't get involved as believe it or not it's nothing new. What you've just said has already been posted.

Edited January 12, 2011 by Crapstone
Tp

[Guest Carpetright]

Dear Meerkat58

 

We're really sorry that we appear to have ignored you. As we don't know who you are it's difficult for us to check why this is or what is happening, but if what you have posted is true you are entitled to a refund. The Distance Selling Regs are not the relevant ones, it is the relatively new Cancellation of Contracts made in a Consumer's Home or Place of Work, etc Regulations which mean that when you are not physically in a shop when you place an order you have the right to cancel without reason during a cooling off period. Our shops should be aware of this and we will remind your shop when we identify your details. Please feel free to call our customer service team on 01708 802080 or email us and let us know you have seen these comments so we can make things happen for you.

 

In the meantime we're keen to let you and all on this site know that we try not to ignore anyone and we really do want to make sure we are fair on the odd occcasion when things go wrong.

[Meerkat58]

To 'CarpetRight' - I am surprised and warily pleased to find a response from you - whoever you are personally. Your customer service team have been called, and they were unable to help - they were called as soon as I found that I had not been reimbursed as promised. They (she) said I could do nothing as by this time my '7 day cooling off period' had lapsed (even though I made it clear, by phone, within two days of ordering, that I wished to cancel - but was not advised that this would need to be put in writing), and that I should email the Sales Director - which I did, immediately. To date I have received no response from him, and I am still getting no joy from my continuing communication. The facts that I have posted are honest and true. Although I cannot obviously prove calls (although I have dated them) I have copies of all emails sent and received, dates when I called in to branches etc. and who I spoke to. This whole sorry saga is taking up my time and effort, and more importantly CarpetRight are sitting on my hard-earned money - money deducted from my account the very day I was called cancelling the fitting - I consider this particularly deceitful and underhanded. I have no wish to waste my time and money on a further, no doubt fruitless, call to customer services. They are aware of my problem and I cannot add to the information they already hold. They should surely be knowledgeable regarding the new regulations you mention - they are representing the company and as such surely have a duty to impart this knowledge to a customer as a matter of course. I welcome and thank you for your comments however, it is a slight comfort for me to see that CR has at least one helpful human being on its staff.

[Guest Carpetright]

Dear Meerkat58

 

Thank for responding. We're sorry you're frustrated but clearly something has gone wrong and we need to sort it out for you, but we can't trace what has happened form the details you have given us, and we obviously don't want you to disclose your identity online. What concerns me, for example, is that we don't even have a Sales Director, so whoever offered you this advice was definitely misguided and the advice they have given you is not in line with how we would normally deal with a complaint like this - as our previous posting should have made clear.

 

If you would prefer to wait to see how things pan out then so be it, but if you call us again all the Customer Service agents have been alerted that you might call and we will get it sorted as soon as we have your details to follow up.

[Meerkat58]

Thankyou 'CarpetRight'. A female member of your customer service team, on the 4th January, suggested we email a Mr Christian Sollesse, who, she explained, was the 'Sales Director'. Having received no response from my email to him, I researched his position within the company. He was appointed, from Sales Director, to Managing Director in 2005. It appears her information about a senior member of her employing directors is five years out of date! And so, if he no longer deals with customers, why was I directed to him, and more confusingly, why have subsequent emails addressed for his attention not been corrected or returned? It is increasingly evident to me that wrongful information, omissions, misrepresentations, failure to impart company policies, untrained, rude and dismissive store staff, lack of basic company knowledge, are all worryingly rife amongst CR employees. It is of little wonder to me that in December CR saw a 'general downturn in consumer confidence' - I read this statement with a more personal view.

[MARTIN3030]

Its good to see some positive reaction from Carpetright.

We look forward to seeing this resolved.

[Meerkat58]

I am going to stop venting my spleen now and take action, my letter is composed andI will surely let you all know the outcome. Thankyou to all contributors for your advice and help - it's truly appreciated!

[perplexity]

It's a civil matter and TS won't get involved as believe it or not it's nothing new.

 

 

No it is not and yes they will.

 

The CPUTRs define criminal offences and according to section 19:

 

Duty to enforce

 

19. —(1) It shall be the duty of every enforcement authority to enforce these Regulations.

That means that if they decide to slam the door in your face (on the grounds that it is civil matter) you apply for Judicial Review and then they're involved, like it or not.

 

[MARTIN3030]

Perpy,can you please hold fire.

There looks to be very good reasons to assume this will now be dealt with sooner rather than later.

I have asked The Carpetworld OCR to give a direct number which can be given to the OP here.

This would seem to be the most appropriate course and the quickest way of resolution given the undertakings thats been made.

Once this has been done,I am sure that our member will update further.

[MARTIN3030]

Meerkat-please see my pm.

[Crapstone]

I stand by the advice I've given in accordance with the information provided. All that matters is that both parties can reach an agreement and it's commendable that CarpetRight have taken the opportunity to have their say and to contact to the OP. Whatever the opinions, it's achieved something that these forums were set up for and you can't argue against that!

[Guest Carpetright]

Dear Meerkat

 

Thanks for talking to us. Can't get you on the phone just now but am pleased to confirm that your refund was done before 10am this morning and will be on your account as soon as it has cleared the bank. I would just like to reiterate the apology I gave you on the phone yesterday and I hope everyone who was following your saga will now see this was not our normal service and we are pleased we have resolved things for you. Best wishes for 2011 and hope we'll see you again sometime.

[Meerkat58]

I would just like to confirm that I received a full refund this morning (17th Jan) from CarpetRight. Thankyou to all on CAG - I believe my struggle for reimbursement would still be ongoing had I not contacted your site. Not only that, I have received so much practical advice from contributors - and I am extremely grateful to you all for taking the time and effort to research and impart such a wealth of consumer information. THANKYOU!!

[MARTIN3030]

Thanks for updating.

We hope you will continue to benefit from the CAG experience.

Carpetright must also be given recognition-it demonstrates a pro active engagement that shows the internet can be a powerful tool both to bring issues to the fore,and also offer a platform to see resolution.

We look forward to your presence when it is needed also.

I will mark the thread title to reflect the conclusion.