Online nappy purchase dilemma - advice please

[Life is Good]

Over one month ago I purchased two cloth nappies from a relatively well-known Australian cloth nappy manufacturer. Almost straight after the order went through my friend told me that she doubted very much that they would suit my needs. So I popped an email to the lady probably 15 minutes after the order went through asking her if she would be OK with me canceling it. I didn't hear back (it was quite late) so I called the next morning and asked her if she would mind reversing the order. I was prepared for her to say no, but was really happy to hear that she would credit my card with the debited amount. Problem solved - or so I thought...

Over the following month I sent about four emails to her following up the promised credit because it had not come through. She ignored all of my emails until I sent the fifth one explaining that, as much as I don't want to, I may have to get my bank involved because I hadn't received the money and she wasn't responding to my communications. Within a half hour she had sent a really rude email to me saying that she thought she had paid me but maybe hadn't, that she has been really busy and that she doesn't appreciate being threatened with me going to my bank (whom, she added, wouldn't be able to do anything because it was a binding contract blah blah). At the end she agreed to follow up and to try and reverse the charge that day (last Friday). What took the cake was her last line stating "Don't worry, I understand what it is like to have financial problems". How presumptuous?! So I sent a polite email (as hard as that was to do after that last statement!) back to her thanking her for her trouble.

So I have been checking my credit card online and she still hasn't reversed the charge. I sent her an email yesterday suggesting that something may have happened to the money and would she mind forwarding the transaction details to me so that I could follow it up. She ignored my email again.

So I was wondering what you ladies would do in terms of:

a) Getting your money back (I don't want the nappies, but understand that I can demand them and then sell them). It's more a principle thing now IYKWIM?
b) Warning others about this terrible customer service. Would you mention names etc. in an attempt to let people know what they may be getting themselves into?

I just wish this would all go away. I just don't have the time or energy for this sort of thing!

TIA

[meow]

I would lodge a claim for the transaction with your bank. You havent received the goods so you can get the credit card transaction reversed I would think.

[Life is Good]

Thanks meow

I am on the verge of contacting the bank, but the reality is that perhaps all she has to do is send the nappies to me to make the bank go away i.e. meet her contractual obligations - and I don't want the nappies! I wonder if, because of the 1.5 month delay in shipping I would stand a chance on the premise that she didn't deliver the promised goods within the time frame that her website terms and conditions stipulates she would?

[meow]

Maybe write that down on the bank claim too so it's all there in writing if you end up getting the nappies.

[teresa]

go to consumer and business affairs and let them know. they should help. if not try your local ombudsmen.

[~clover~]

First I'd call the office of Fair Trading. Ask them for some advice. Then I'd be getting the bank involved. Fair Trading will probably tell you to anyway. You can lodge a complaint with them if you like, but often just letting someone know you've contacted them, or that you are going to is enough.