Disputes with online retailers

davidof
davidof Posts: 3,127
edited July 2012 in Road buying advice
How to BikeRadar folk handle disputes with online retailers.

Ordered a 105 groupset, no rear mech delivered and one of the brake levers was a silver 5600 model not a black 5700 model. Retailer refusing any contact so far.

Payment by Mastercard through PayPal.

How can you prove the non delivery of a mail order item?
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Comments

  • alfablue
    alfablue Posts: 8,497
    Contact the etailer and tell them, as for the correct items.

    If they dispute / refuse, you can start a PayPal dispute.

    Alternatively you have the distance selling regs which allow you a full refund within 7 days for any reason.

    Alternatively you can claim through the small claims court.

    Would this be fastpartsforbikes?
  • moonshine
    moonshine Posts: 1,022
    blame wiggle ! :)
    only kidding - I had a wiggle order delivered last week which was missing a vittoria tyre, dispite the tyre being ticked on the packing list. There were a set of vittoria valve extenders in the package which wern'tordered and didn't appear on the packing slip.

    I emailed wiggle, explained what was in the parcel & that a tyre was missing, despite the packing list indicating it was included. They replied back within 2 hrs, apologising & raised a new order & delivered the tyre the next day - no dispute or problem sorting out the stuff up - tyre arrived as promised.

    recommended -
  • davidof
    davidof Posts: 3,127
    moonshine wrote:
    wiggle ! :)
    recommended -

    Yes I've used Wiggle, very good.

    No it's one of the German etailers. I'm based in France and shipping stuff across the channel often works out expensive. I'd considered the Paypal dispute process but want to persist a bit with the etailer before going down this route, is that wise or is the Paypal process the correct mechanism.

    I will name names later. Someone said they had no end of problems with them but I just checked and they operated on fleabay with a 99.4% approval rating so maybe just a glitch.

    BTW it is not Bike24.de who have always been excellent for me.
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  • snoopsmydogg
    snoopsmydogg Posts: 1,110
    if you have had no reply then the best route is a paypal dispute. if anything it will get the seller in touch with you
  • bompington
    bompington Posts: 7,674
    snoopsmydogg wrote:
    if you have had no reply then the best route is a paypal dispute. if anything it will get the seller in touch with you
    This. Paypal disputes are biased quite heavily in favour of the buyer (just ask any seller!) so it should get them bending over backwards to help.
  • dru
    dru Posts: 1,341
    Telephone them and speak to someone directly - people are too often totally reliant on email.
  • davidof
    davidof Posts: 3,127
    ok thanks for the information, for reference I found this

    http://www.oft.gov.uk/shared_oft/busine ... oft698.pdf

    EU wide legislation, you have a 7 day cooling off period from the day after you receive the goods. So I will make a decision to return the order tomorrow.
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  • Crankbrother
    Crankbrother Posts: 1,695
    Surely you just ask for what was ordered and send the other stuff back to their cost ... or return the lot and buy elsewhere ...
  • davidof
    davidof Posts: 3,127
    Crankbrother wrote:
    Surely you just ask for what was ordered and send the other stuff back to their cost ... or return the lot and buy elsewhere ...

    Yes you are correct. I've never had a problem before with anywhere I've ordered from. I would have preferred to have for the retailer just to correct the order but I'll do what you say.
    BASI Nordic Ski Instructor
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