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Disputing a charge on an Aqua card


juliet199
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I placed an online order with a company called urhair.co.uk of 2nd floor, Lowry Mills, Lees Street, Pendlebury, Swinton, Lancs. M27 6DB. Their company registration number is 11736740 and their telephone number is listed as 023 9216 0686 both on their website and Google.

 

As a UK company, clearly displaying their address and telephone number (when Contact Us is selected) and with the protection laws we have in the UK, I ordered a hairpiece for £127 late on Monday afternoon.

 

I wanted to check something immediately after placing the order and called them. Not only was the telephone number unavailable, the BT, Virgin and o2 messages led me to feel it hadn’t been connected for some time, if at all. So I checked out their company details to find their registered office had changed to a maildrop/serviced offices in London a year ago after switching from the same London address to Swinton six months previously. 

 

I cursed myself for not checking them out more thoroughly and went onto Trustpilot.com to find to my horror they are Chinese scammers with a dreadful record and everyone who finally managed to get their goods, received unacceptable rubbish. I emailed them to cancel the order an hour after placing it. I mentioned it was 11pm their time and didn’t wish them to waste their time.

 

I received a curt reply yesterday morning saying “your order will be completed soon, we cannot cancel. We can give you a 30% refund.”  This went up to 40%, then 50% and this is so typically Chinese. I'm not anti-Chinese, I would say most of the electronic goods I use from iPads to Huawei phones are Chinese made, it's just with a population 25 times that of the UK, it has more scammers targeting vulnerable UK, European and American markets.

 

The gov.uk website on Online and Distance Selling clearly states:

Right to cancel

There are different rules for downloads and streaming services.

You must tell the customer they can cancel their order up to 14 days after their order is delivered. They do not need to give a reason for cancelling.

If you do not tell the customer about their right to cancel, they can cancel at any time in the next 12 months. If you tell them about the right to cancel during these 12 months, they have 14 days to cancel from when you told them.

 

They have NOT advised me of any rights to cancel.

 

No seller, including myself, likes to see an order cancelled, but you have to be grown up, accept it and move on. This type of practice is totally unacceptable in 2023, not to say illegal. One would expect a company trusted as a merchant by banks and credit card companies to ensure they performed to acceptable standards irrespective of geographical location for fear of losing their facility to accept card payments.

 

I really don’t think a company whose telephone has been cut off for potentially years and refuse to accept cancellations should be allowed to continue to take money by credit card.

 

I am sure Mastercard will refund me, if they don't I will fight it despite the small amount. 

 

I am more concerned for everyone who already has and future clients who will be taken in by these crooks, until someone takes action against them and I have begged Mastercard to suspend their facility until they are proven to have got their house in order.

 

I am just as annoyed with Google who do nothing to block these sites, despite being fully aware of what is happening. This is the third time over many years my husband and I have been taken in my “British” companies run from Hong Kong and China. We always get our money back, but it’s really time consuming. The annoying thing is they always enjoy primary slots on Google.

 

Anyway, I hope Mastercard/Aqua don't make it difficult to get a refund as I would like to encourage the others on Trustpilot that number hundreds, potentially thousands to do the same. 

 

 

 

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as this is a credit card 

you have every legal right under section 75 of the consumer credit act too, to get a full refund

newday are equally responsible .

 

dx

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please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Many thanks dx

 

I completed a dispute form once the payment cleared and became available to dispute Wednesday morning. Aqua state they are forwarding the dispute to Mastercard and any credit due to you will be processed within the next 5 working days, so I will chase Aqua next Thursday if see nothing.

 

Are there any grounds Mastercard will try to decline my request on? I ask this because the 2 previous times something similar happened, we paid through Paypal. First time, no time no problem. The second time not and it took an email to the UK CEO to get our money back. 

 

I want to see my refund before encouraging others to chase for them. I know 90% of people know their rights, I am trying to help the other 10%.

 

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but you must use section 75 specifically not just  complaint.

 

 

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

I got a full refund from Aqua last Sunday, but got this silly email from China overnight.

 

Hello,


We are so sorry for making you so angry. You may misunderstood us. What we suggested is to help both of us solve the issue efficiently.
Of course, if you do want to return it, we'll will respect your decision.
This is our return address:


Receiver: Mr Zhao
Address: Room 521, Building No 1, ZhongXingCheng , Beiyihuan Road, Yaohai District,
Hefei City, Anhui Province, China 
Postal Code: 230011
Phone Number: 18956560706

 

The item must be in new condition. Please send it back by Royal mail. 

Otherwise we cant receive it. Once our factory receive the item, we'll refund you the amount. Please also provide the returning tracking number to us.
If you decide to keep it, we'll refund you 50 GBP.  It's cost effective. Please double consider.
Your kindly understanding and cooperation will be appreciated.
Sincerely

 

Lucy

 

They have already said it won't be ready to send out until 29 January.

 

Are they just trying to get the chargeback reversed?

 

Julie

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ignore it.

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

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