online order - no response from company

[semisane]

Hi all, first for me

ordered some bespoke garden furniture by debit card online in early august
did not receive a confirmatory email re the order nor payment confirmation.
money has gone out of the account (approx £960)
chased up by phone repeatedly a week or so later, but never any answer - occassionally got an answerphone to which I left a message - call not returned
emailed the sales address but never got a reply

eventually got an email - chap had slipped in bath and cracked some ribs so couldnt work until end of september
questioned if there was anyone else in his company, but seemingly not
manage to contact him again in early oct and he replied - "I am making your seat this week, I am sorry for the slow slow, but getting there"
have tried to contact him all this week for an update but no response, so.....

Dont think it is going to happen

Am I correct that for recompense i will need to go through the money claim online process ?

Thanks in anticipation

[scoey1001]

Pretty sure you can do a chargeback via your bank like with credit cards if a service is not provided etc. Sure someone else will be able to confirm.

[LordHaveMurci]

Why do people still pay by debit card?

Good luck OP, may be genuine, are there any reviews online?

[vaud]

LordHaveMurci said:

Why do people still pay by debit card?

Good luck OP, may be genuine, are there any reviews online?

Because chargeback still applies to all visa debit and credit cards. it’s not law unlike section 75 for credit cards but it is still in your favour in event of non delivery.

https://www.moneysavingexpert.com/shopping/visa-ma...

[semisane]

LordHaveMurci said:

Why do people still pay by debit card?

Good luck OP, may be genuine, are there any reviews online?

Thanks LMH - I will ask the boss (or perhaps not !!)

Reviews are good in part but many have suffered as I do now...

[semisane]

vaud said:

Because chargeback still applies to all visa debit and credit cards. it’s not law unlike section 75 for credit cards but it is still in your favour in event of non delivery.

https://www.moneysavingexpert.com/shopping/visa-ma...

Thanks for the link - will take a good read...

[Chozza]

i cant see how chargeback would apply.. you might get your money back but the seller has a reasonable reason for the delay/ has communicated with you so would just raise a dispute.

Its bespoke - so there would always be an element of it being a one man band as that is pretty much what you are paying for ?

[Sheepshanks]

semisane said:

Am I correct that for recompense i will need to go through the money claim online process ?

I know he hasn't responded much, but have you asked him to refund you?

[semisane]

Chozza said:

i cant see how chargeback would apply.. you might get your money back but the seller has a reasonable reason for the delay/ has communicated with you so would just raise a dispute.

Its bespoke - so there would always be an element of it being a one man band as that is pretty much what you are paying for ?

Thanks Choza, he said he would start the manufacture in at the beginning of October (ordered early August). Whilst made to order they are not particularly complicated and it is only a bit of garden furniture. The problem is that I have emailed, left messages and texts but no reply - how hard is it for someone to take 30 seconds out of their day to reply? That is the basis for my disastisfaction -I think he / she are stringing me along and my client still doesnt have his garden seat some 2-3 months on... and is £960 ot of pocket

But yes raise a formal dispute seems the next step thank you

[semisane]

Sheepshanks said:

semisane said:

Am I correct that for recompense i will need to go through the money claim online process ?

I know he hasn't responded much, but have you asked him to refund you?

Thanks, no not yet - I have given him to the end of the month.

I think that is the next step and I will do it formally by post as well as by email.

[semisane]

As an aside, is there any legislation regarding e-commerce in respect of supplying order confirmation and payment receipt, as I have received neither?

[bigandclever]

Sounds like a business to business transaction (“and my client still doesnt have his garden seat ”), that might have some bearing on any advice.

[semisane]

bigandclever said:

Sounds like a business to business transaction (“and my client still doesnt have his garden seat ”), that might have some bearing on any advice.

Thank you, but no not a B2B transaction.

[semisane]

update

2 more missed delivery promises

contacted halifax on their banking app on 12/11/19 and requested chargeback on debit card - monies recieved 13/11/19.

Super easy