Cissbury Leathers

Off-topic
1

Way back on 8th May 2008, my girlfriend ordered a RS Taichi rainsuit for me for my birthday from Cissbury Leathers - http://www.cissburyleathers.co.uk/

She ordered it and we waited.

Two weeks later she rang them up to find out what was happening with it and she was told they would call her back to let her know. No phone call.

One week later, it still hadn’t arrived so she called back and was told that it was on back order. At this point, I asked her (regrettably) to get them to change the order to an Arlen Ness suit instead, to which they agreed.

So they tell us that they’ll keep us informed about the item and we wait for the changed order to arrive.

Despite numerous phone calls made to Cissbury, where my girlfriend had been told that they’d get back to her later on in the day to let her know what was going on with the suit, there was no response from them and still no suit.

Eventually, the suit arrives (I think) on 2nd July. It’s too small…This was my mistake…I’m going to Italy on the bike in two days time, so there is no time to sort it until, I’m back 11 days later.

So, I get back from a brilliant holiday and only got soaked once.

I ring Cissbury and tell them the suit was too small and I needed the size bigger. They agreed they would do this, so I sent the suit back to them recorded delivery.

The recorded delivery slip is dated, 6th August 2008. Till this date, I have not received anything from Cissbury.

1 month ago after numerous phone calls and broken promises from Cissbury in the interim, I decided to take a trip to Findon (near Worthing) where they are based , and have a word.

I got there and asked for the manager…

“I’ve waited almost a year for this Arlen Ness rain suit, and I’ve received nothing and my girlfriend has had no phone calls to let us know what is going on”

“The suit is still on back order”

“Why couldn’t someone tell us that”

“We can’t ring all our customers where they have an outstanding back order with us”

“But this is an exceptional circumstance. It’s been almost a year”

“It happens, you get back orders. The suit you are after is not a common item and we get hardly any in your size”

“I can accept the fact that this isn’t a common item and delays happen. What I cannot accept is that whenever we call you, we are told that we will get a call back about the item, but we hear nothing. I can accept delays, but not poor customer service”

He didn’t seem too bothered about this heated discussion in the shop, and just said that he’ll refund for the suit and put the money back on my girlfriend’s debit card.

That was over a month ago and still no money

After 11 days (max time necessary for reverse funds to clear), my girlfriend hasn’t received the refund and understandably we’re pretty mad :frowning:

She calls them yet again.

“Oh we can’t refund to your card because you paid with PayPal”

“Why didn’t anyone contact me about this”

“…”

“Ok, so please send me a cheque”

This was now two weeks ago, she just called them today and was hung up on by that same guy I went to see. He told her that it’s a matter for their accounts department and that they will issue you the refund, then he hung up on her.

What do I need to do to get her money back and show these guys that they can’t treat their customers like crap

Any advice appreciated.

Thanks for reading.

2

If it was me I’d write a stiffly worded letter threatening them with the Small Claims Court.

They are just taking the Mickey now.

This might be of use if you get no joy from that…

http://www.hmcourts-service.gov.uk/infoabout/claims/index.htm

Good luck 'Fro

3

Thanks Chunky.

4

yep small claims court is the way to go…

before that get a solicitor to write up a letter stating your intentions… might make them finally take the finger out

5

For what it’s worth I made a claim through small claims a few years back and it was pain free and easy and I got my money. Admittedly it was in Canada, but I can’t imagine it’s that different here. I’d definately go that route again if I was in a similar position

6

Never ceases to amaze me that there are companies out there that treat their costomers this way.

Hope you eventually get it sorted AFRO.

7

You are 100% right to suggest a formal letter before action - in not doing so - you will get a ticking off when the matter reaches court (at best)

In my opinion - no need for a solicitor for something that sounds so cut and dry. Unnecessary expense that you wouldn’t be able to claim back because of the value of the claim.

That said, check your household insurance policy … if you’ve got legal expenses insurance (which is normally thrown in) … get in touch with the insurers … they pass the details on to a firm on their panel who assess the prospects … and if they are considered “reasonable” … they’ll take it on.

But … that’s a hassle … and template letters before action are all over the internet.

http://www.adviceguide.org.uk/index/your_rights/legal_system/small_claims.htm

Should be your starting point and basic guide :slight_smile:

8

Mate, that’s awful, they clearly don’t give a toss and have never heard of software which could make their lives easier and send out emails automatically! Why run a business if you don’t care about your customers?

I’d ring Trading Standards and make a complaint, that’s an unbelievable way to treat a customer.

9

Can you not claim back through paypal, I know they changed the rules for non ebay purchases but it could be worth a go.

Small claims court is good too, I have used it and you can do the whole thing online.

Failing that, throw a brick through the shop window. It wont help get you money back but you will feel better;)

10

This might be of some use .

http://www.simply-docs.co.uk/document.aspx?documentID=56

11

Thanks for the advice guys, and those templates will come in handy.

I’ll let you know how I get on.

Cheers.

12

Heard a few wispers they were in trouble, might explain the reluctance to give money back…

13

Hey mate I’m sorry your having trouble dealing with such a bunch of holes. Definitely send a letter and then hit the small claims court asap. They wont wont a ccj on them, if they haven’t already got one. One for the shame section I think.

14

It might be a bit late but did the gf pay by credit card? If so the CC company should be able to help you out in a dispute - worth a try anyway…

:slight_smile:

15

You don’t read do you Patrick :slight_smile:

16

I found this link useful too

http://www.consumerdirect.gov.uk/after_you_buy/making-complaint/

17

Called The Insolvency Service on 0845 602 9848.

Yep, they’ve gone into liquidation.

I was given a number for the official receivers.

Can I approach them for the refund or do I still pursue Cissbury?

Cheers.

18

The phrase is “up sh*t creek without a paddle” I’m afraid …

You are now a non priority creditor (I think that’s the term) - i.e. - they owe you money - but you don’t hold a charge like the bank would with a mortgage when they get a charge on the house. I think what happens now is you register yourself with the OR - and once they liquidise all their assets - priority creditors get their dip at the pot - and whatever is left (if there is something left) - is split between the non-priorities in a ratio of how much you are due.

I will however check this and see if I can find a link :slight_smile:

19

Here you are mate : http://www.insolvency.gov.uk/guidanceleaflets/guideforcreditors/guideforcreditors.htm

You should read it all - but the bit I was babbling about are under “how to make a claim” - which is about half way down the page

20

Cheers for that :slight_smile: