Problems with an UK based online shop (Magicshine UK)

Hi,

First of all I am asking this here because is a bike related shop. I don't want to mention it yet.

I have a problem with a purchase from an UK based online store . I didn't get the product and I didn't get refunded by now and I am curious what can be done.

On 18th of May I orderd a product and paid 105 £ for it and another 15£ for next working day delivery (I was leaving UK on 21of May and didn't want to have problems with the delivery) but they messed it up and sent it as a normal delivery. It wasn't a problem, as the courier , Hermes, got it on time.

Now the problem starts. The courier comes when I am at work and doesn't leave any card and doesn't try to contact me. This happened for the next 3 days. (I got in contact with Hermes call center, but they didn't do anything) .
On the day prior to my leaving I told the guys form the delivery company ,Hermes, that I want the parcel to be returned to the sender so that I can be refunded.

I didn't receive yet the money and the shop is saying to me that they have the confirmation that the parcel is a the courier, but they won't refund me until they don't get the product.

I've been exchanging emails with them and they told me that the courier has 14 working days to return them the product and they will refund me.
Those 14 days passed a week ago and still nothing, they are still saying that they want first to receive their product and after they will refund me

What can I done as I want to get those money back as soon as possible?

Thanks in advance,
Adrian

How did you pay? If PayPal or credit card, flag it up with them

Name and shame the online retailer

Think they are bullshitting you on the courier 14 days thing. It's their responsibility as the seller to ensure their courier of choice gets the item to you. They haven't and it's been more than 30 days so you should just get a refund, no argument. They also failed to get it to you next working day anyway which you paid for.

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

Thanks for the answers.
I paid by card so I will try to
contact the bank and then will try to get an answer from the courier, as it still might be their mistake, again.

I feel that the company is disrespectful as I shouldn't wait for such a long time for a refund, nor for repairing something the I didn't cause.
But still I don't feel like I should shame them on public, yet.
Cheers,
Adrian

The shop hired the courier, the contract is between them and it's not your problem.

But it doesn't sound like they are being very co-operative, so I wouldn't waste any more time sending them emails and just pursue a chargeback with your credit card provider.

Hermes generally don't get glowing reviews...

Hermes wasn't my option. This shop works with them, it appears.
But yeah, i can understand why. They courier comes, doesn't leave any card, contact, doesn't call and the next two days comes at the same hour. I sending him messages trough their online support, but he doesn't receives them or doesn't read them. Finally he calls me on the day I left London, after I told them to return the item to the sender.
And all this after I get paid 15 £ pounds for next working day .delivery

That was my point also in the last email I sent to them, but they didn't reply to me.
I will try to resolve with the bank.

By the way, Magicshine is the store.

Seeing as you didn't take possession of the goods I think you have every right to a refund regardless of whether they have the item back from Hermes.

If their name was in this thread title it would probably appear pretty high in search results...

I was thinking the same, but it looks that's not how the things are working with them

Coming with an update.

Hermes lost the parcel. It was returned to MagicShine on 21st of May, but they didnt recevied by today because it got lost on the way.

Now MagicShine is not responding to my emails and the phone thats on their contact page is not working.

Any sugestions on what i can do ?
Except the bank which i will call on tomorrow.

Start making a fuss on the Magicshine Twitter and Facebook pages? Dunno how good their link is with the UK distributor but they might start bothering the UK shop on your behalf?

Any sugestions on what i can do ?

Still the same thing suggested earlier up the thread - chargeback on your credit card for goods not received.

From my own experience with a similar situation.

1. Don't bother contacting Hermes customer service, they generally aren't interested in dealing with the buyer, their contract is with the seller.
   
2. Always deal with the seller when a Hermes delivery invariably goes wrong.
   
3. If the seller isn't cooperating speak to your bank/card company/paypal etc to get your money back.
   

chargeback on your credit card for goods not received.

Reading between the lines it sounds like he paid with a debit card.

Some banks do the same with debit cards, even though they don't have too.

If that doesn't work, letter before action, then MCOL the fuckers.

There's a legal "chargeback" on credit cards (section 75). On debit cards (and credit cards with purchases under £100) the banks operate a chargeback scheme which is done between the banks and is for:

Company goes into administration – the company you purchased from has gone bust.
Quality of item – the goods were not as described or were defective.
Non-delivery – the goods were not received as promised.
Technical issue – expired authorisation or a processing error by the bank.
Clerical error – being charged multiple times or being billed for the incorrect amount.
Fraud – you have been the victim of fraud and did not authorise the purchase.

Template for claiming here https://www.which.co.uk/consumer-rights/letter/letter-to-make-a-chargeback-claim

Hey guys,

Thank you for the answers. It was paid with a debit card, but ot with mine. At that point i didnt had money in my account, so my friend paid for it . The problem is his schedule and that he didnt make the time to call to the bank to speak with them about the section 75 thing.

Finally they did replay, aftery posting and reposting (because they were keep on deleting it) the same message on their FAcebook page and they said that they will make the refund and will send me a confirmation over the email.

If nothing will happened during the next days my firend will initiate the chargeback scheme.
What it bother me so much was that they kept on saying that they are a small family business and they are loosing the money because they didnt receive the item. They didnt look to understand that i am also loosing the money that i paid for something that i didnt get.

Anyway, thank you for your help and be careful if you order something from Magicshine, they are using Hermes as a courier so they might fuck it up.

Adrian

If the courier fucked up, the shop will make a claim and get their money back. It would only be you who loses out if they don't refund.

Unless the shop was silly enough to post them uninsured.

Doh!

If they will not refund me until next week, i will initiate the chargeback scheme and finish with all this s***.

Dredging this up.

These guys seem to be at it again.

Bought a light from them - RN1500, and the mount broke in the first five minutes of the first ride out with it.

They didn't respond to my contact form email and are now ignoring my messages on Instagram after insisting I send the light back to them.

I've asked for a replacement mount and even offered to buy one, but a. they first off insisted that I send the whole light back, which seems mad for a small replaceable part and b. actually said they weren't even sure if they had a replacement mount, which seems absolutely mental to me.

So, bought with a debit card via PayPal. Anyone know what the best options are? Or maybe know of a person that works there/a contact number I can actually talk to a human at?

Raise a dispute with Paypal.