*This review has been copied from its original location on trustpilot.com and was initially 'left' on 16/10/2019:
Would GiveZero Stars If I Could
I can wholeheartedly confirm the common negative thread in some of these comments, it would seem that the staff (or at least those/the one manning the e-mail inbox) are either reluctant or inept when it comes to taking on board what has been said and what is required; I say this with regards to an infuriating exchange in which I was trying to ascertain the returns procedure....and then with regards to the radio silence that followed afterwards....and THEN with regards to the misinformation flippantly offered whilst retaining funds they are legally obliged to have already released back to me (the current stage).
I ordered £1k+ of goods on 04/09, arranged for a return and sent the items back - they were recieved on the 20/09 but nobody saw fit to comment on this until i asked (along with tracking proof) on the 27/09; at this stage the dj shop informed me they'd seek to action my refund within 30 days of reciept.
The keener eyed amongst you may think "Hold on!!, this is on online purchase and so governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which protects consumers of online purchases by giving them a 14-day cooling off period, followed by a 14-day returns window which then gives the seller a 14-day window before the funds paid must be returned" - try telling that to these lot! The person on the phone insisted he'd already passed my query onto the legal team (as i said I'd been in touch with trading standards) and been told 30days was adequate (?!). When i questioned this against what i had been informed i.e. that this intention of a 30day refund turnaround was in fact an illegal infraction on their part the other party became combative, shortening my fuse, leading to a slinging match and resulting in them asking me to come down to the store to have it out physically - to which i obliged.
I was then informed (via email) that they had informed the police of 'my threats', conveniently ignoring their own exacerbation, and that they wouldn't speak with me again.
I'm not necessarily one to advocate vigilante justice but it's noteworthy that this company doesn't see fit to adhere to any sets of rules unless they choose to, be they legal restraints and requirements or just backing up what they actively say/welcome and being available at 5:30
It is now 16/10/2019 which is:
42 days since i made an order.
27 days since they've had the items back.
13 days on top of what is permissible by law.
And STILL no refund in sight.
I've gone ahead with my other complaints but this is likely to be resolved given time regardless, it's just disgusting that a company feels it has the right to keep generating interest from funds it doesnt rightly own and has deprived a consumer of.
All future purchases will be made through Westend DJ, whom I should never have strayed from.
**To now bring the matter up to date, I recieved a partial refund on 19/10/2019, initiated the day before their self-imposed deadline, which was:
45 days since i made an order.
30 days since they've had the items back.
16 days on top of what is permissible by law.
The refunded they issued was for the amount I'd spent and been waiting on sans what the store had spent on delivering the item in the first place. At the time of my order, delivery had been included for free and I hadn't been presented with any alternative delivery options and so, due to their artificial retention of a sum they are still due to return to me
(C.C.R. 2013 - S.34, ss(1)-(5)) this matter is still not closed.
Today (29/10/2019) is:
55 days since i made an order.
40 days since they've had the items back.
26 days on top of what is permissible by law.
And STILL no completed refund. read more
