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    • 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. 
    • Also, you should start a claim against Hermes. Post your story on the Hermes sub- forum. Give us a full breakdown – including dates and value et cetera. We will help you get your money back
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    • 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

Vodafone cancelled contract despite earlier renewal


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Last year, having endured poor signal for some time and then receiving a clearly misleading marketing email in September 2014 that Vodafone subsequently refused to honour, I registered my intention to cancel my Vodafone contract. It was due to expire on January 25.

 

Having subsequently received a call from the retentions team later in September, I agreed to a new contract on provision that I received an early upgrade of my handset and a reduced tariff.

 

And so all was well again with better signal, and an early upgrade.

 

However, on Sunday January 25 2015 at noon, my phone ceased to receive any mobile signal.

 

Believing this to be an issue with my bill (I don't owe anything apart from my current bill, which isn't yet due to be paid) I tried to log into my account online to be told that my mobile number was no longer registered. I can only assume that the initial request I made in September 2014 to cancel my contract has been actioned despite my subsequent agreement to remain with Vodafone and renew my contract.

 

This is not the first time this has happened, and the exact same scenario presented itself on my last upgrade also, and I was without phone service for more than one week.

 

Normal customer service channels have been a joke, and they either don't understand or choose not to understand and are accusing me of cancelling and being in breach of my contract, which in utter muck, and trying to charge me the cost of the handset.

 

I've since made an email complaint to the CEO office, and have a reference number. However, they insist on trying to call me on my wife's phone (which is also with Vodafone and is/was linked to my account) which I can't access as she works away.

 

I've tried calling the direct line number they left me to call back, but I'm not sitting in another 30+ minute queue any longer, as I've tried three times already and I'm not getting anywhere. An email response to the original complaint will just trigger another reference number so little point in doing that.

 

An absolute shambles of a company, and I'm regretting sticking around for another two years.

 

The ombudsman beckons!

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Hi

Before to waste too much time on the Ombudsman, why not let Lee have a look. It may be a simple solution.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?213340-Vodafone-Webteam-for-Customers-With-Problems-**UPDATED-November-2012**

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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Manan Vora, Vodafone Customer Relations doesn't seem to be too interested in dealing with it.

 

If Lee wants to help, he can look up the email I sent to the Exec team with reference #9267610; it's pretty much a copy of what is above.

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Unfortunately, you have come across what we have known for quite some time. The general customer relations team haven't a clue when an issue goes off their usual script.

 

What they should be doing (if they cannot or do not understand the situation) is to pass the case on to a manager but they don't.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

Please help CAG. Order this ebook. Now available on Amazon. Please click HERE

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This has been resolved.

 

It took a very helpful young lady instore over 90 minutes, but she got it fixed and didn't give up on the case until it was done... even though she could just have referred me to customer relations herself.

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