Mail order - hassle from hell

[dotwhack]

I ordered a T-shirt from an American website on 3rd Jan - after chasing loads to find out where my order was and repeatingly asking for a refund, a parcel from them turned up this week (6 weeks after initially ordering) but it is an incorrect item.

I've again contacted them to request a refund or for a replacement item to be despatched but they have not responded. I don't want to return the item until I have either a replacement or refund.

Legally, is there anything I can do to get them to refund me or have I lost my money?

How long should I wait for a response before I sell the incorrect item to recoup my loses?

To name & shame the company, they're bikesnob.com and I would not recommend anyone purchases from them.

[Cred-X]

Have you tried contacting David direct?


BikeSnob sets the industry standard with a 30 day, no questions asked satisfaction guarantee. If for any reason you are not completely satisfied with your purchase, you are entitled to a refund minus a 20% restocking fee and Shipping & Handling, (within 30 days from the date of your invoice, as long as the product is in its original unused condition). In order to properly process your return, please follow the following instructions:
1. If possible, package your return in the original carton using secure packing tape. Important!! All returned items must be in a new, unused condition in the original manufacturer's packaging with RECEIPT.
2. Send your return to:

BikeSnob
Attn: David Carpenter
11245 West Road #3212
Houston, TX 77065
3. Keep a record of your shipment until your return/credit/exchange has been processed.

Please note that BikeSnob is not responsible for any shipping charges, nor can we be held responsible for any items lost or damaged in shipping. Please allow one billing cycle for credits to appear on your statement. BikeSnob does not accept COD's on returns. If you have any questions, please contact BikeSnob at: 281-851-3815 or e-mail: service@bikesnob.com

[dotwhack]

yep - read all that.
They sent me the worng item so they need to pay the return postage & not charge me for a restocking fee plus send me what I ordered with no extra postage.
The phone number doesn't work - goes to answer machine & no one phones back. Email says 'permanent errors' and post hasn't been responded to.
Previous email correspondance was replied to when I was chasing my order for 6 weeks but they said they weren't able to chase & I had to wait to see if it arrived in next 4 weeks (eventually took 6).
To be honest I just want my money back so I can buy a top elsewhere.

[dotwhack]

plus its now way over 30days from invoice date - because of the 2 week delay in receiving my item in the first place...

[MH1]

I assume you paid via credit card. get a refund through that.