Jump to content


  • Tweets

  • Posts

    • But the booking platform warns it is still too early to predict how many travellers will return in 2021. View the full article
    • I purchased a bathroom tap for £125 from online company, 'QS SUPPLIES', in May 2020. It was duly fitted and all was fine until December 2020 when the top lever came away from the base of the tap rendering it useless. I immediately contacted QS SUPPLIES using their online complaints procedure and submitted a photo, as required. When after a few days I had heard nothing from them I called their CUSTOMER SERVICES team and was told that they were waiting for a response from the manufacturer, a company called 'SANEUX', I pointed out that my contract was not with the manufacturer and that I expected QS SUPPLIES to deal with my complaint. I was then advised to email them again, which I did...twice.... when they finally responded to my second email they asked me to send another photo of the faulty tap. This time, their response was that their,  TECHNICAL TEAM had looked at the photo and decided that the tap, "APPEARED TO BE FORCED", and therefore they would be, "UNABLE TO OFFER A REFUND ON THIS OCCASION".  So after  7 months of use and at a cost of £125, this company, on the strength of one slightly grainy photo have decided I am entitled to nothing. I have applied to be reimbursed by my credit card company under Section 75 but I am still determined to attempt to get QS SUPPLIES to take responsibility and would really appreciate any advice about the best way to go about this.  
    • Good news for me is that the Bounce Back Loan came through so I can pay the full car payment!  Thanks for reply.
    • Welcome. please follow the advice given above as to reading around the various stories and then monitor this thread for a full reply tomorrow  
    • Hi Everyone,  I am the seller in this case and want to thank the buyer for their support.  The bike was delivered to the local Hermes Parcel Shop really well packaged and sealed on the 3rd Feb with a receipt obtained.  Sadly the parcel was emptied on route to the buyer.   I had listed the bike for collection only however the buyer messaged and asked if we could arrange a courier to which I agreed and they organised that.  When the bike went missing I contacted the local police as the Hermes parcel shop said they would not release CCTV to me.  We got all this from the Police.  since then the buyer has tried his very best which I am grateful with Hermes and parcel2go but is struggling.  Any help is appreciated. 
  • Our picks

    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
        • Haha
        • Like
    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 33 replies

Self catering company refusing to refund after cancellation, please help


Please note that this topic has not had any new posts for the last 2766 days.

If you are trying to post a different story then you should start your own new thread. Posting on this thread is likely to mean that you won't get the help and advice that you need.

If you are trying to post information which is relevant to the story in this thread then please flag it up to the site team and they will allow you to post.

Thank you

Recommended Posts

This one's a bit long, but please bear with me. I am fuming and desperately need help with this!

 

I booked a self catering apartment for six people for the end of July, however after several of my party dropped out I decided to cancel the booking.

 

My boyfriend and I both sent emails to cancel the booking. We knew we would still be liable for 75% of the accommodation fee as per their (rather unreasonable) cancellation policy, as it was only two weeks until we were due to have arrived (unless they manage to re-let the apartment, in which case we would get the full balance back). Still, we thought getting 25% back was better than nothing. We still have email records of our cancellation emails. My boyfriends in particular was very clear and impossible to dispute, and as we'd both had had previous email correspondence with them using the same email addresses, we know they will have received the emails. However, both emails went unanswered. The woman we dealt with is incredibly difficult to get hold of and doesn't seem to like answering emails, so we weren't surprised by this.

 

We continually tried to get her on the phone, and after several days she phoned me back in response to a rather irate voicemail. I explained very clearly that I would like to cancel the booking. She gave me a vague offer of coming over with just my boyfriend and using the money I'd already paid against a one bedroom apartment, so I could get my 25% back and still have a bit of a holiday. I said I would think about it but that my boyfriend had now made other plans and I was unlikely to find someone else to go with. I said that ideally I wanted to re-let and get my money back. She said she would do her best to re-let the place. This conversation took place entirely by phone and there is no written record of this offer or my response to it.

 

After several days (and several unanswered phone calls) I finally got an email with five days to go saying that they hadn't found anyone to replace us, but that they were still trying. By Friday - the day before we would've arrived - I had still heard no definitive final answer. So I phoned her on Friday, Saturday and Sunday to find out if they'd re-let it, all to no avail. Finally on Monday morning I emailed her saying I could only assume they hadn't found anyone to replace us and please could we just have our 25% back.

 

Yesterday she replied, saying that as she had not been able to re-let the apartment she had expected my arrival on Saturday, and that "cancelling 2 days after expected arrival time is considered a no-show and therefore you are liable for 100% of costs", so I wouldn't get my 25% back.

 

She continued: "I offered you a one bedroom apartment as a replacement but you rejected this idea. You did however say that you would still come if we could not find a replacement, which we could not."

 

Firstly, both of those statements are false, and she knows it. Secondly, I should not be the one to have to chase her to find out whether they had successfully re-let it or not. I am not a mind reader. If they couldn't re-let and knew that it was too late to do so they should have contacted me saying 'this is the situation, what would you like to do?' and certainly should not have ignored my phone calls for three days and then claimed that it was ME being unreliable. Either way, the conversation to which she refers as evidence took place by phone, there is no written record of it. There is however a very clear written record of my boyfriend and I emailing to cancel two weeks ago.

 

If anyone can refer me to any legal points which I may be able to send her way I would greatly appreciate it. I would also like to report them to a tourist board as their conduct has been entirely unprofessional and incompetent right from the beginning.

 

Thank you in advance

 

G

Link to post
Share on other sites

The problem you have is that you did not confirm you were not going to take advantage of the offer of the one bed apartment and you still wanted to cancel the booking.

You can take them to court and let a judge decide!

Link to post
Share on other sites
The problem you have is that you did not confirm you were not going to take advantage of the offer of the one bed apartment and you still wanted to cancel the booking.

You can take them to court and let a judge decide!

 

The only reason I even considered the one bedroom is because it would mean I'd still get my 25% back. The cancellation of the six bed was always definite. A no-show for the one bedroom would mean she still owes me that 25%. She is now making out that I, for some reason, wanted to come over with one other person to stay in a six bed apartment and let her keep £400 of my money. She is literally making things up in a bid to keep my money. Business must be very slow!

 

Regardless, I could only have gone if I'd known for certain that they hadn't been able to re-let the place, as I always said that was what I wanted first and foremost. Not only did they not inform me of this one way or the other, they ignored my efforts to contact them for a full five days. And by doing so they ensured that it would have been a no-show even if their fantasy version of events were accurate. And then they try and sting me for it. I will take them to court if I have to, they are either too unscrupulous or to stupid to be running a business.

Link to post
Share on other sites

well if you nhave written evidence of cacelling take her to court but if you dont and it is a case of she said i said by phone i wouldnt bother.

If I have been of any help, please click on my star and let me know, thank you.

Link to post
Share on other sites
  • Recently Browsing   0 Caggers

    No registered users viewing this page.


  • Have we helped you ...?


×
×
  • Create New...