How do I get my money back?

[beryllium]

Hi all,

On 13/09/06 I ordered from House of Bath a table and chairs, and a potato grower lol
I got the table no probs but the potato barrel? no and I waited a month before I rang them on 13/10/06 to say no delivery of it. They said that it obviously got lost in the post and that I had to fill in a lost parcel report and they would send that report to me for me to fill in before they gave me back my �40.00.
I waited a week and no letter arrived so called again 18/10/06 and asked if they had sent it to which they replied yes but that must have got lost in the post and they would send another letter and no I cant have my money back until they get this lost report letter.
Called again on 25/10/06. Where's my letter? it's in the post they said.
Called again on 30/10/06... today... where's my letter? must be lost in the post.... we'll send another letter and NO!!! you cant have your money back until... blah blah blah.....
I asked how they despatch said grower and they said from their warehouse to a courier which should have delivered it.....
I paid by Visa and all I want is my refund so I can grow my ruddy potatoes hehe....
Any ideas how I extract my money from these guys? I cant find a company directors name attached to them and their claims department dont speak to customers....
Help!!!! :-)

[Ethel]

Put it in writing, in the first instance.

In the letter, include details of the order, and the dates and content of subsequent telephone calls.

Then - 'As you have failed to fulfil the order in a reasonable time, I request a refund in full within 14 days.'

If no response after that time, contact your credit card company. They will not help you until you have made your complaint in writing to the company concerned.

[beryllium]

Many thanks Ethel,
I have already drafted a rough letter and shall polish and send today.
Just a shame I couldn't get a name to send it to.
Best Regards
B.

[yummymummy]

Just to clarify a legal point, if the order was placed by 'distance means', e,g mail order, by phone, over internet etc, then they will have 30 days to supply the item and then have a further 30 days (so 60 in total from order) to refund your money before they are breaching the Distance Selling Regulations.

You can certainly put Ethel's suggestion in your letter but bear in mind no breach of legislation actually occurs until after the 60 days are up and you have had no item or refund.

Practically, a call to the credit card co might resolve this if your letter fails.

[MustafaTickl]

I've had similar difficulty with House of Bath over the redund for an item that was not delivered. Unfortunately I've now destroyed the paperwork, but you need to make contact with the Administrative Office which is in a different location to the contact given in their literature. Put it in writing, of course, but whilst they do pay up eventually it seems to be company policy to mugger people about meanwhile.

[beryllium]

Many thanks yummymummy for the info on the legal front as regards to refunds and time allowed by distance selling companies.
I very much appreciate that as armed with that info they seem to have run out of time.....
and thank you MustafaTickle for telling me about the administrative office. I'll try and find that address.

B.