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[Big_Al]

Update on this situation.

Unfortunatley my neighbour is a quiet natured person, not one to have a stand up argument with anyone.

Yesterday  after we had fitted the 2nd hand oil rad complete with it's original pipes & fittings. VX still had not called as arranged to say the new pipes were in.

At midday neighbour rings them, hoping that the pipes are not in yet , thinking he can  cancel as they said they would be there for Saturday at latest.

Surprise surprise-   VX say" oh yes they came in YESTERDAY - oh has no one phoned you"
My neighbour then after  VX again refused to cancel the order or take a handling charge went to collect them.

Now it gets worse . .    Neighbour asked for the full set of pipes from the rad to the oil filter housing -on ordering( by phone) VX explained exactly what parts were required. Vx even said to him make sure you put washers each side of the bolts that secure the pipes to the oil filter housing.

All that was supplied was the  two short metal pipes at the rad end AND  4 washers to go at the oil filter housing end.  £75.00

Should have been 2 metal pipes for each end & 2 rubber pipes for the middle. Bearing in mind VX had already said it comes complete .

My neighbour  then says "but thats not what I ordered & thats no good for what I required."


VX said " it is what was ordered ,the parts are correct & we have already charged it to your credit card. Sorry -no returns on specially ordered goods"

What can be done about it I don't know - my neighbour is resigned to the fact he 's got something he does not need , but is also fed up with all the hastle & is just gonna leave it at that.

What worries me is that he had no paperwork or proof of what was ordered - as it was a phone conversation - what they got him was not everything he need to do the job - but they can & have -  still charged him.

No wonder they're called STEALERS -- VX service is crap !

[Kevin Wood]

He wouldn't have had a leg to stand on if they'd been correctly supplied, but:

Sounds like he needs to talk to his credit card company now, TBH.

The goods are not as ordered, he wasn't advised when they came in and they refuse a refund. Meanwhile, he's had to make other arrangements to get the vehicle back on the road, so supplying the correct parts won't help.

Kevin

[Turk]

If the goods are mailed out, use this https://consumer-tools.direct.gov.uk/consumer-advice/template_letters/dsr_letter
The Stealers will be up the creek without a paddle, no matter what the reason for wanting a refund.   

I've dealt with Distance Selling Regulations issues every day since 2000 and have been PCI compliant since 2006.
For traders, PCI compliance makes sense, but some of the DSR's are a plain bonkers.    (but great for the consumer. )   

[Turk]

Ah right, just noticed that the goods have been collected, 
Ok, now all he can do is, as Kevin says, speak to the card company. Especially as the Stealers took card payment by phone and allowed the goods to be collected, which contravens PCI compliance guidelines.
A call from Trading Standards should also get the dealers re-thinking the situation.