Online nappy purchase dilemma - advice please

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 :)

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.

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?

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

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

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.

If you have it in writing (ie email) that she confirmed she would cancel the order and refund all your money without a problem, then n, she can't just send you the nappies to fix it.
She MUST refund your money, given she has agreed to cancel the order and refund, and hasn't already sent you the nappies.

Send a final email, in very firm, clear and formal language, and let her know this is the last communication you will send her, give her 24 hours to refund the money and forward the transaction and receipt details to you. any long and you will take action with your bank and credit card company to recover the funds.
Let her know you have all her emails confirming the order was canceled and payment was to be refunded as proof that the "binding contract" was actually dissolved by mutual decision. Put all of your contact details in the email, so she can't say she couldn't contact you.

If you still don't get your money back in 24 hours, call your bank and your credit card company.

Good luck!

Thanks so much ladies!

LS, that is exactly what I did last week Friday and that was when she finally did me the courtesy of responding to my email and she undertook to reverse the charges that day. Given the long weekend etc. I gave her some extra time just incase (hence my email yesterday following up the transaction details). In all honesty, I have had enough of this and don't think another email will make a difference - if the past is anything to go by, it will just push things out further.

Clover, I have just lodged an official complaint with the Office of Fair Trade NSW in which I have attached all of our email communications and an account of the ordeal. I should be receiving my case number in 24 hours. Hopefully things will move along now and I can stop wasting my time chasing this up! Prior to lodging, I spoke to OFT QLD and they said that my case does sound worthy of pursuing - so here's hoping!

I just hope nobody else gets treated like this when dealing with her. It really does make me wonder how such rude and unprofessional people actually manage to stay in business...

Is this who I think it is? If it is, I'm quite surprised, she's normally not like that.

Sucks that you are going through all of this for something so simple as refunding money :hug:

No, Mel, it isn't her. She is just lovely and has been so helpful :)