Complaints letter

Dear Sir/Madam

Supply of Goods and Services Act 1982 (as amended)

On 26th November 2007 I made an order with you for the in stock item: 2m x3m White Muslin Backdrop with Support System from your website (Order ID 13666) for delivery Tuesday 27th (as per your website promise of a 24 hour delivery of in stock items)

As I had not taken delivery by Wednesday of the same week, I contacted your customer support team via email. A reply was received on Thursday to inform me, that in fact, this item was out of stock. Contradicting what was advertised on your website. The item was needed for that Friday so a late delivery was not an option for me. I asked to cancel the order and the lady I spoke tried to convince me otherwise, informing me it would be in stock Monday 3rd December. I chose to remain with my original choice of a refund.

Today, 4th December, to my disappointment, no refund has been made. Once again I contacted your team who claimed that I had never contacted them previously for a refund. I could not understand as to why, as I had sent your customer service team an email to back up my conversation with them. I was promptly told that the matter would be dealt with and they will email me with further advice.

Nearly an hour later I was sent my original order confirmation form. Not once but twice, within the hour. At this point I contacted the manager. He was an extremely rude and unhelpful man, who proceeded to argue the matter with me for half an hour. He continually talked over me, persistently refused to listen and at one point he hung up on me.
It was then implied by your customer service manager that I was a liar, as no payment had been received for this item. I am outraged that your team would challenge my honesty despite me having proof in the forms of a PayPal receipt and bank statement. Your customer services manager promptly back tracked when he realised I could prove my payment, claiming that the system “had just updated”

He then proceeded to further agitate the situation, despite futile attempts in me asking for my money back, by continually claiming the item will be in at the end of this week and they will send it to me. Again I persisted on pursuing my refund. The man became increasingly pushy, and began questioning again my reasons why I wanted a refund. He insisted it’s a useful item and I will use it many times. May I take the opportunity to point out that your staff have no rights in telling me this in attempts to keep my custom. I will not be using this item. I have no further use for it. He then started to offer discounts to which I’m uninterested in. Your manager continually contested my refund requests for a further 5 minutes. Eventually he agreed to a partial refund! I was shocked at this suggestion and rightly demanded a full refund of £116.33p. This was also backed up with another email.

It remains unclear if you intend to refund me my money; your customer service staff are hazy at best.

Now to question your companies’ ethics further, I have received a fourth confirmation of order from you. I am seriously doubting Backdrop Source’s integrity.

Please be aware that if Backdrop Source should attempt to deliver this item, despite my cancellation and refund requests, delivery will be refused.
The problems are:

1. Breach of Contract – you have failed to provide a basic and advertised service
2. Breach of the Consumer Protection (Distance Selling) Regulations 2000.
3. Appalling customer service.
4. Insufficient communication with myself, the consumer

I have contacted trading standards on this matter as I feel your company are using underhand tactics, and they now have a log of my proceedings with you.

I’d like to point out to you, that by not refunding my money you are in breach of the Supply of Goods and Services Act 1982 and are breaking the law. I will seek legal redress through the courts, and the costs of this action will be added to my claim (as will damages and any call charges made by you) if it is not dealt with promptly.

This is a needless matter that could have been dealt with quickly and efficiently.

Furthermore, I have opened up a dispute with your company via PayPal, which will be closed upon receipt of a full refund

Please respond to my complaint within 7 days.
Yours sincerely


Mrs S Finney.