Fashion World ***Account closed, refund given***

[snowdragon]

Hi

does anyone know who to complain to please re this company?

I have an on going problem with them and feel they are fobbing me of so need to make a formal complaint

 

Many thanks

Sandy

[Bazooka Boo]

Whats the problem?

http://www.fashionworld.co.uk/shop/aboutus/aboutUsView.action

[snowdragon]

thank you Bazooka

it is in relation to a cot bed I purchased from them for my granddaughter, it has developed several faults and I sent them pictures of the damage, was promised they would be replaced from OBaby as this is the make of the cot-bed but despite waiting well over a month nothing has been done.

Fashion world have phoned me to say it is being dealt with but It has not!

[snowdragon]

the link you posted is the one I have already used, all I get back is a reply saying thank you for your email, blah blah blah blah

[snowdragon]

I am getting nowhere, despite me doing as they asked, I have told them I want a full refund now and will go else where, the cot has not been abused in any way, my granddaughter is quite small for her age and she was only put in the cot when her mum decided she was big enough.

[Bazooka Boo]

Trading standards then, although be aware that most companies have an 8 week complaints procedure to exhaust before other agencies will get involved.

 

Has your dealings with them been marked 'complaint' or 'formal complaint' at all?

[snowdragon]

it has mostly been done by email, getting a " real" person to reply is nigh on impossible, I did have a phone call from them last week saying the parts would be replaced!

I did mark one email formal complaint, I was going to send another but all I get back it this

 

Thank you for your email.

Please accept this email as confirmation that your enquiry has been received and placed in our queue.

We reply to our emails in the order they are received and we aim to reply within 24 hours; during busy times we appreciate your patience. If we need to pass your query on to another department for a resolution, it may take a little longer. Please allow up to 5 days.

If your enquiry is of an urgent nature, you may wish to contact us by telephone on 0345 071 9018.

For orders and payments, please call 0871 231 2000 (calls cost 13p per minute, plus your phone company's access charge)

Please be assured that your email will be responded to, unless you indicate that you do not require a response.

Yours sincerely

Internet Customer Services Team

[Bazooka Boo]

Emails are perfectly acceptable as you have evidence of correspondence then.

 

Phone calls, shouldn't be used, unless you can record the calls?

 

I can't find their complaints procedure, probably because they don't have one?

So contact your local Trading standards and seek their advise, I reckon it will be along the lines of, 'give them 8 weeks in which to rectify, if they fail to do so, send them a letter before action (LBA) and give them a further 7 days in which to rectify/refund, if they fail to do so, submit a small claim to get the money back, plus interest, plus costs.''

[snowdragon]

I am sure it has been going on for longer then 8 weeks as it is and no not able to record calls

[Bazooka Boo]

OK, well it won't do you any harm in contacting your local trading standards tomorrow about it, and asking their advice.

http://www.tradingstandards.uk/advice/problemswithgoods.cfm

[snowdragon]

thank you Bazooka, would it be any use sending Fashion World another formal complaint email and if so what is the best things to put?

[citizenB]

Whilst email is perfectly acceptable, I think you should write using snail mail - send by recorded delivery and to their Head/Registered office and addressed to the CEO. Mark Formal Complaint.

 

That way it might find its way to someone who WILL deal with the problem.

[snowdragon]

thank you Citizen

 

They emailed me last night saying OBaby had responded to them but were unsure what the part numbers were! This coming from the company where the cotbed came from!

[Bazooka Boo]

Well IMO that would speak volumes about the company!

And again IMO you would be justified in demanding a full refund.

 

If you can't afford RD then you can always obtain 'proof of posting' which is free from the PO counter.

But defo send a formal complaint snail mail as CB says.

[snowdragon]

Thank Bazooka, I easily found the parts list by going on-line!

[Bazooka Boo]

Thank Bazooka, I easily found the parts list by going on-line!

 

Sounds like someone didn't want to put their tea and biscuits down!

[snowdragon]

lol sounds it, I mean OBaby must have a parts list as it is one of their products and they knew which cot-bed it is! Talk about pass the buck and hope I go away! They do not mess with this Dragon!

[snowdragon]

I have now been offered a full refund, a replacement , or 10% of another cot bed with free delivery and arrangement of collection of other cot bed.

10% is not much, specially as the cot bed was expensive to start with and I have seen it cheaper elsewhere , this was in response to a formal complaint I made.

[Bazooka Boo]

Excellent, so you have the result you want?

 

Full refund and vote with your feet!

[citizenB]

Yes, that is what I would be doing.. full refund and purchase elsewhere.

 

Pleased that you have this resolved.

[snowdragon]

Yes, have seen the same cot-bed cheaper elsewhere, tbh I thought 10% was a paltry amount to offer!

[snowdragon]

**** UPDATE ****

 

I am still waiting for this to be sorted out, despite them sending me an email saying the item could either be replaced, or order a different cot-bed etc nothing has been done.

I did send a formal complaint as well, my daughter has decided to go for a different cot-bed and I have informed them of this, they promised me free delivery as well but nothing as yet!

[Bazooka Boo]

Oh dear, please tell me you didn't order one from these lot again?

[snowdragon]

no Bazooka, they have not even replied to me. I aim to get a cot-bed from elsewhere .I am not happy with them at all so no idea what to do next

[citizenB]

How did you send your formal complaint ? By email or tracked snail mail ?

 

Have they acknowledged receipt ?