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    • Okay, well it has the merit of being brief – and that's good. Most people want to write their life history. I suggest:   Please have a look at this. I haven't looked back at your whole story so I'm not sure if this sums it up. Please let us know if there is anything missing or anything wrong and we will amend it. Also, I can't remember if you suffered additional losses for since by having to pay me for the car to be transported or anything. So I have included that in the POC but of course it can be removed. If you did incur ancillary losses then please let us know what they were
    • That would be a defended claim as being de minimis it wouldn't stand up to scrutiny.  Only way they would geta judgment is a default, as undefended, or a back door default to old address.
    • Welcome back. I can appreciate that you've probably been extremely busy – but so are we and it's very difficult to start catching up with a thread again after it tends to have gone dormant because the originator has left it. You are dealing with an item of great value here and I think that if you want to do anything about it then you should engage with this thread more earnestly then you have been. Sorry about your work commitments and all that – but I think that you will have to prioritise a bit. I haven't gone through the thread again to try and refresh my memory – we have a huge number of other people come to us for free help who tend to be a bit more engaged. I will go back over the thread when I can in the next day or so. However, you can certainly try filing official complaints to 3rd parties – but don't hold your breath. Nothing will happen. The only thing you can do is to take direct action on your own. You have to understand that you are thoroughly on your own. There is no regulator. There is no oversight. There are no regulatory standards. There is no ombudsman subject to any kind of statutory imperative. Citizens advice all interested – well-intentioned – but that's about it. Trading standards won't take any notice – they have bigger fish to fry and none of these people anyway are interested in helping an individual get redress. You have to do on your own. There's no point in going to the press – the story isn't big enough and the press is overwhelmed with stories from everywhere. If you are prepared to settle down and take direct action then you may as well give up. And also these companies thrive on the kind of inaction or irregular interest that is taken by people who are too busy to focus and sort the issue out. I'm sorry that the seem probably quite harsh words – but that's the way it works. Please monitor the thread and I'll have a look and try to catch up. If you do write to any of these agencies and let us know. But don't hold your breath – believe me you will simply fatigue yourself and the only people to benefit will be Hermes and Amazon because they thrive on the innocence of people who think that there are organisations around to help them. There aren't
    • In December 2019 I left you my vehicle to  investigate for certain problems. Eventually you installed a new turbo with  labour costing £480. An independent garage has had to reinstall  the turbo correctly as you would not engage  with me when i complained to you about  problems with it. I have the faulty items in my possession as  proof. i now require the refund of this money  including interest.   ( My draft POC)
    • Hello.   yes, im referring to the draft letter of claim that i posted up a month ago. I done as you asked, sent it recorded delivery on the 17th november and left it at that as i had nothing  more to say?    i haven't moved onto the next step as i did not know what it was, I've never made a claim before, done plenty of reading about it - as i have just done when logging into my government gateway account. I read the whole of the guidance info and its quite daunting. it may seem clear as day to you, and others as i have come across their posts, they seem to navigate quite easily though it.   Maybe I'm just unsure of myself. its quite clear that if you make a wrong entry it can be disastrous and time consuming.   Ive registered with MCOL. and begun a claim. is it against the garage, is it against the manager, you know, im just afraid to put a foot wrong,   I made the donation to show that im serious about this and i do genuinely appreciate your help as id otherwise have nowhere else to turn.   shall i make a draft POC  and let you see?     thanks   
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Refund Request;Did Carpetright just riped me off?


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Hello

 

Today I needed to cancel order on floor panels that had value of around £2000

there was nothing wrong with them, well beside the fact I found similar quality panels for half of the price so it was obvious I would need to cancel my order with Carpetright as I'm not made of money just like most of the population.

 

I went to the store with my order confirmation where I paid for the panels with cash(the panels were supposed to be delivered next week)

I told the manager of the store I wish to cancel my order and that's where all of it starts.

 

I've been told that I can cancel but I will be charged 20-25% of the order value which added to over £400 just for the cancellation and the explanation for this was the panels were ordered specially for me(Special Order) and the store wont be able to sell them now.

 

I was rather unsatisfied with the fact and said this is too much which was countered with the response that even offering 25% charge is a sign of good will as the store has right to refuse cancellation. I would like to add that they failed to show me any term and conditions that stated charge of 25% but only a short snippet from a leaflet that says I can only amend order within 24 hours.

 

After few minutes of arguments and call to regional manager by the shop manager they offered me a check for £1800 which I accepted as I felt I had no options left.( it will be sent by post within 7 days)

 

My question is was actions of the store justifiable? Did they have the right to charge that much? Is there anything else I can do? Do I have right to a full refund? I can understand paying for handling but the price they came up with was ludicrous.

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Were the floor panels really made just for you?

Or they are just claiming this and they sell those panels?

If they are made to order, they would be right in saying that you can't return them because you changed your mind, but you could if they were faulty or of unsatisfactorily quality.

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The panels were ordered for home delivery, at the time of cancellation they still had 5 days till delivery. The panels were not customised in any way, just packets of wooden panels. There is nothing that makes this delivery special in any way nor I was made aware of it pior to sale.

I was on the phone to customer service today and they still failed to point me in the direction where their cancellation fee says 20% its literally no where to be found.

 

I understand calling it a special order if for example they sell carpet cut to size but not where its just pre-packed panels.

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The panels were ordered for home delivery, at the time of cancellation they still had 5 days till delivery. The panels were not customised in any way, just packets of wooden panels. There is nothing that makes this delivery special in any way nor I was made aware of it pior to sale.

I was on the phone to customer service today and they still failed to point me in the direction where their cancellation fee says 20% its literally no where to be found.

 

I understand calling it a special order if for example they sell carpet cut to size but not where its just pre-packed panels.

In that case it's now time to send an email to ceo.

Hopefully you have cancelled the order in writing or you might get the panels delivered.

If you get no joy from the ceo do a chargeback or section 75 for the 20% that they are gonna keep.

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The panels were ordered for home delivery, at the time of cancellation they still had 5 days till delivery. The panels were not customised in any way, just packets of wooden panels. There is nothing that makes this delivery special in any way nor I was made aware of it pior to sale.

I was on the phone to customer service today and they still failed to point me in the direction where their cancellation fee says 20% its literally no where to be found.

 

I understand calling it a special order if for example they sell carpet cut to size but not where its just pre-packed panels.

 

https://www.carpetright.co.uk/terms-conditions : Near the bottom of the page.

If your order has not been cut to your specification we will accept a cancellation and refund your money. If, however, the product has been cut to your specifications we will accept cancellation and deduct 20% of the purchase price from the refund we issue to you to cover the losses we will incur in selling your purchase as a reduced price remnant in one of our stores.

 

As your purchase did not involve any cutting, just the supply of prepackaged panels, the 20% cancellation fee is not applicable. On that basis, I would suggest that you have indeed been ripped off.

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Carpetright

 

Mr Wilfred Thomas Walsh

Chief Executive

Carpetright

Purfleet Bypass

Purfleet

Essex

RM19 1TT

 

Company Number: 02294875

FCA Number: 729251

 

Email: wilf.walsh@carpetright.co.uk

 

Wilf Walsh - @wilfwalshuk - https://twitter.com/wilfwalshuk

 

ceoemail link: http://www.ceoemail.com/

 

Companies House link: https://beta.companieshouse.gov.uk/company/02294875

 

Endole link: https://www.endole.co.uk/company/02294875/carpetright-plc

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Are Carpetright under any obligation to provide a refund at all though since the panels weren't faulty and they were ordered/purchased in store rather than online?

Or do the regulations around online purchase 14 day returns also apply to orders placed in store for items that are not physically present at the time and need to be ordered from a warehouse?

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Are Carpetright under any obligation to provide a refund at all though since the panels weren't faulty and they were ordered/purchased in store rather than online?

Or do the regulations around online purchase 14 day returns also apply to orders placed in store for items that are not physically present at the time and need to be ordered from a warehouse?

 

The panels were not delivered yet when the request for cancellation was made.

Accordingly to carpet rights own policy a refund is due.

But they picked a 20% charge out of their magic hat.

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