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Money Refunds.org.uk

FREE Practical Advice and Tips on how to get money back, replacements, credits, compensation and more for poor service and shoddy goods across the UK  

Current Cases

Here we give you a report on a selection of the most recent cases handled for Members, each summary report often gives useful links to web sites relative to the issue.

Not all our advice results in successful compensation or a refund, the common cause for failures are usually;

•  Value - the time/cost to recover small values often means it is more practical to write the loss off to experience.

•  Time - make a valid claim soon after the event gives best chance of recovery - after 3 or 6 months or longer reduces chances often meaning you are legally "out of time".

•  Lack of evidence - you need receipts and written proof of a deal trying to prove "he said" or " they made it clear" without witnesses or photographs may be impossible.

After giving our advice not everyone lets us know how they got on with the revised claim so we may not always know the final result. We welcome the input of suppliers of goods and services to provide links to customer service desks with regards to the speed and efficiency they deal with complaints or claims for refunds.

Consumers with problems should refer to this web site for help and advice as a first option.

• Member N bought some furniture from http://www.argos.co.uk/ for home delivery, on arrival they were faulty, and after contacting the supplier were replaced. The replacement was also faulty and the member claimed a refund which was refused and a further replacement offered. After contacting us the member contact customer services at Head Office who readily agreed to a full refund and a collection of the furniture. Lesson to learn - there is only so far you should go in getting faulty goods, and get to the top of the decision making tree early on, front troops often make illogical decisions.

• Member G took a coat he had owned for 3 years to the dry cleaners, on collection the sleeves had shrunk which meant he could no longer wear the coat. The shop blamed the fabric of the coat, but also asked for "proof of purchase". Whilst some dry cleaners have notices making it clear clothes are sent as "owners risk", no such notice existed and the customer was due compensation in the form of a replacement coat to the same "quality". Lesson to learn check notices warning of risks, and discuss with cleaning firm before leaving garment for cleaning. Write special notes on the order form/receipt Consider taking valuable items to a specialist cleaner who will except the risk of their role. 

• Member A visited a web site to consider buying some software for his business. Although the site offered a 30 day trial download A paid over £200 and downloaded the software as a direct purchase, and later found it unsuitable for his needs. Trying to claim a refund he met with a refusal. Since he had not taken up the 30 day trial he was deemed to have bought in the knowledge it was suitable for his needs. Lesson to learn check that any software that you pay for as a download is something you know is suitable for your needs, you cannot "send it back".

•  Member Y bought an item of jewellery costs over £100 as a present for their boy friend, it had a 30day refund guarantee, the boy friend did not like the item and Y returned to the shop. There was a sale on and the item was 50% cheaper, the shop offered the new (lower) price. Member full entitled to a refund of what they paid. Lesson to learn  Staff or shop owners often "try it on" to evade their legal responsibilities.

• Member G paid £100 in August 2003 to the Company Freestart (  http://www.freestart.plc.uk/ ) to design and host a small web site for her.  By November nothing had happened and the company failed to respond positively. The Member asked for a refund as nothing was being done. Despite promises that the matter was being looked into by the owner of the business when we were asked to investigate no refund has ever been made. The small value of the order makes recovery by legal means potentially risky and impractical (" throwing good money after bad" ). Lesson to learn - use someone you know by recommendation is reliable and efficient, and who is also a Member of a recognised professional association to whom complaints can be addressed..

• Member T order some balloons for his wedding day paying £180 in advance, the supplying firm moved premises and forgot to deliver. On reminder after the event they attempted to deliver the balloons several days after the event and when pressed for a refund offered £30.  Lesson to learn - this is a clear breach of contract delivery of the balloons on the day of the wedding was an integral part of the contract and the member can claim 100% refund and arguably  compensation, although the latter may be hard to prove or value.

•  Member W bought a car on finance which included GAP insurance, coming into some money shortly afterwards he repaid the finance and tried to claim the GAP Insurance back too. The agreement made it clear that this was Non Refundable. Lesson to learn - vehicle warranty and GAP insurance are often non refundable elements of many finance deals, and the buyer should be made aware of such when signing the deal. Such optional protections are also often non transferable and expensive for the given benefits. Buyers are advised to review costs, benefits and early settlements before signing on long term finance deals, but often the emotion of getting a "new car" clouds one's sound commercial judgment.

• Member brothers M and B booked a flight from the UK to the USA which included a connecting flight from Las Vegas to Los Angels with Opodo http://www.opodo.co.uk/. When arriving at the airport they learned the time had been rescheduled and the plane had already left. They had to take a later flight and pay around $140 USD. Emailing Opodo on the issue they were issued with a letter of apology and a cheque in full settlement and have also been promised a "present" in addition which arrived in the form of a good bottle of wine a week later. Lesson to learn - not all firms respond so well or as quick. Good customer relations builds confidence in the company and helps ensure repeat bookings and referrals.

• Member A brought digital camcorder from Comet the well known national electrical chain http://www.comet.co.uk/ . He was talked into taking an extended warranty cover. In the enthusiasm he failed to understand or spot he had actually signed up for a store card carrying a heavy interest rate of nearly 30%, plus a credit check had been done against him without his knowledge or consent. When papers arrived in the post a few days later he tried complaining to the store, and later contacted us for further advise. Customer service was poor at both the store and HQ, forcing the Member to write to the warranty firm to cancel the warranty cover. Lesson to Learn - stay cool and try and to make wise decisions over commitments and expenses. Get things in writing and check them over BEFORE leaving the store. Ask to see the manager and have things explained if you are not sure on any aspects of the purchase. Many sales staff are there to SELL as fast and as many as they can, YOU do not have to be rushed through a sales process. If you are feeling harassed - WALK OUT (making sure you have left the goods behind and not signed anything - or have ripped up anything you did).

• Member M bought a recliner chair for nearly £600 from Harvey's store, which proved faulty. The man sent out for repair said that he couldn't repair the chair and could not get an exact copy of the chair to replace, but to pick another one. The Member had not seen one to suit and asked if they could get their  money back. We advised various aspects of the case and the URL to Harvey Customer service http://www.harveysuk.com/service.html  The matter was resolved by the member paying £30 towards a superior chair which has proved excellent in use. Lesson to learn Check alternatives to refunds you may still come out tops based on the initial aim. 

• Member S had bought a PC from PC World using a credit card, he changed his mind over the purchase a few days later and telephoned the store, the sales person agreed to a refund but when he returned to the store the next day a Manager denied his request. We pointed the Member to PC World's specific 14 day no quibble refund offer under Customer Service - Returns Policy at their web site http://www.pcworld.co.uk/. PC World stated this was for internet sales only, yet the wording of the 14 day offer was not specific and referred to the term "delivery" the usual mode of supply via the internet, but as such means "passing of ownership" and thus a valid term in all sales. A further return to the store obtained a higher level manager who agreed to the refund without further question. Lesson to learn - check the returns and refunds policy BEFORE purchase not afterwards.

• Member C had been on holiday with First Choice to Costa Dorada with his girl friend they booking an evening trip to a nightclub from which they were expecting to be returned by taxi, the taxi did not show and they were forced to walk for 2 hrs in the early hours a stressful experience which also caused foot problems. The rep for the firm advised they were unsure when the show finished as to why no taxi had been booked, despite a brochure giving a clear end time. Member pursued compensation via the useful online help service First Choice Agent online. Lesson to learn - confirm you have return transport arranged, and read the terms of any event. Get names of witnesses to events to support claims and maintain a diary of what happened and when.

•  Member H had changed jobs, their previous employer discovered an overpayment of wages and demanded an immediate refund of over £500. Member offered to pay by instalments which was rejected by the company. We advised since the error was the companies it was reasonable to discharge the debt over 1 - 2 years. H sent 12 predated checks and the company banked the first one although did not reply. Lesson to learn - the action forced the company to accept a deal which they did by banking the first cheque.

• Member J had booked a school trip to an external activities centre for their daughter paying a deposit and later the full amount. Due to an accident a few days before the event the daughter was unable to go on the trip and J applied for a refund. The school refused to refund the deposit saying it was "non refundable. We raised the queries over adequate insurances held by both the centre and the school, together with other aspects of the contract. J emailed the school on the matter, and a cheque in full refund was made shortly afterwards by the centre, although the school did not reply. Lesson to learn - make sure you have detailed paperwork covering insurance for both the safety and financial aspects of any school or college trip from the organiser. Useful reading at http://www.rospa.org.uk/cms/STORE/Safety%20Education/trips1_files/schooltrips1.htm

• Member C submitted a claim to HSA the health insurer but it was rejected as she had failed to submit it within 6 months of the treatment ending. Checking with HSA showed that the company had previously been lenient with the 6 month rule and agreed to pay the members claim in part, even though they had ultimate discretion to refuse. The length of time the Members had been with HSA and the reason for the delay in making a claim were also vital factors in the final decision. Lesson to Learn - do expect there is a cut off period for claims.

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