Beejoir- Sculpture- Happy days

[manchestermike]

Apparently they have already "sent everyone an email" informing them of the delay

I know I didn't receive one...

I phoned today to ask for a refund but was asked why I wanted one before and not now. I explained the reason and apparently they have heard that "excuse" 30 times already (so basically no, I can't have a refund).

If I wanted to be "considered for a refund" they asked me to email stating my reasons for one. Basically email us and we'll tell you no anyway!

So instead of emailing my "reason" I emailed this:

Regarding the LV Child statue - Order ID: xxxxxx
I would like to cancel this order and request a full refund of £176.25 as is my right under the UK Distance Selling Regulations as set out here:
www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/contract-performance
and detailed below.

Contract performance

You must deliver goods or provide services within 30 days, beginning with the day after the consumer sent an order, unless you agree otherwise with the consumer. If you are unable to meet the deadline, you must inform the consumer before the deadline expires and, unless a revised date is agreed, the consumer must be refunded within a further period of 30 days.

The consumer cannot be obliged to agree to a revised date. If he or she does not, then the contract is thereby cancelled and any money paid must be returned within 30 days.

If you wish to provide substitute goods or services, then this must have been made clear in the prior information received by the consumer before entering the contract.


Should you decide not to refund me I will effect my right to cancellation once the product is delivered under said regulations as set out here:
www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/cancellation-periods
and detailed below.

Cancellation periods

The regulations give consumers an unconditional right to cancel an order. This is to allow the consumer the opportunity to examine the goods or consider the nature of a service.

If a consumer cancels an order, written notice must be given to you by:

* goods – seven working days from the day after that on which the goods are received by the consumer



Please could you contact me by return with confirmation this will take place

Regards, manchestermike

It's an absolute joke imo that it hasn't arrived yet and needs sorting...

[spirit]

TLSG are terrible when it comes to refunds - I tried to cancel an order within 24 hours of making it a while back. I never got a response so I sent them another email to confirm the cancellation and remind them of the first one I sent which got ignored as well. I was still waiting for a reply when the item I had ordered was delivered a week later.

In the end I decided to keep the item but to say you can't have a refund when the law specifically says that you can is bang out of order.

[manchestermike]

May 12, 2008 16:41:41 GMT 1 spirit said:

TSLG are terrible when it comes to refunds - I tried to cancel an order within 24 hours of making it a while back. I never got a response so I sent them another email to confirm the cancellation and remind them of the first one I sent which got ignored as well. I was still waiting for a reply when the item I had ordered was delivered a week later.

In the end I decided to keep the item but to say you can't have a refund when the law specifically says that you can is bang out of order.

Exactly

If they don't sort it luckily I bought it on a credit card so I'll get them on to it.

[spirit]

May 12, 2008 16:44:15 GMT 1 manchestermike said:

May 12, 2008 16:41:41 GMT 1 spirit said:

TSLG are terrible when it comes to refunds - I tried to cancel an order within 24 hours of making it a while back. I never got a response so I sent them another email to confirm the cancellation and remind them of the first one I sent which got ignored as well. I was still waiting for a reply when the item I had ordered was delivered a week later.

In the end I decided to keep the item but to say you can't have a refund when the law specifically says that you can is bang out of order.

Exactly

If they don't sort it luckily I bought it on a credit card so I'll get them on to it.

If you do it that way they'll be hit with a 30-40 quid bill for the chargeback on top of the refund cost which may make them a little more willing to refund on request in future...

[Karl Read]

Just chuck it on the bay if u dont want it!, im sure you will get more for it if it's a gold one!
Im actually lookin forward to mine! This takes the pissssss though!

i think by also posting on here, will hurt TLSG also, no retailer likes to be slated in a public domain - but you are right Mike to cite the Distant Selling Act - i would suggest you also consider taking them to a small claims court, this will be quicker then getting your money back via credit card

[manchestermike]

May 12, 2008 16:49:06 GMT 1 Karl Read said:

Just chuck it on the bay if u dont want it!, im sure you will get more for it if it's a gold one!
Im actually lookin forward to mine! This takes the pissssss though!

That's not the point though, it's the principle of the thing, I'd rather just have the cash back now

i'm still waiting for my f**king k guy - lizlam (silver)

[jfury]

no email no update - called a number of times and told "we will update you shortly".....to which they never have.

[Harveyn]

I have to say it is extremely disappointing when this happens and I cannot believe they would even question why after such a lengthy delay. I have come across this before from pieces I have bought that have not even been completed by the artist. Its very simple if the goods are not available to despatch then pre-orders should be taken will full rights to cancellation.

Completely out of order IMO.

I am going to let my order stand but if I thought I would get treated like this if I phoned them then I would almost out of principle cancel.

There is nothing worse than bad customer service. I am not aiming these comments specifically at TLSG as they have always been 1st class with me, but some galleries (& artists) when market demand is there behave in the most inappropriate way. There is no point turning on the service when you are looking for business and demand is down. For me the bridge is well and truly burnt.

[bobbymeachamjr]

CHARGEBACK on your cc
Seriously, if they can't even respond to an email - whats that take 5 secs?

[manchestermike]

May 12, 2008 16:57:57 GMT 1 bobbymeachamjr said:

CHARGEBACK on your cc
Seriously, if they can't even respond to an email - whats that take 5 secs?

Exactly

I'm giving them until tomorrow to reply to my last mail. Then I'll call them, if they can't / won't sort it out I'll put a chargeback through

This does probably mean I'll lose my signed Matt Small book from them too, but so be it, they can refund me for that (waiting since November) too

[bristolboy]

Im in the same boat Mike, I called several times, only to be told to send an email. 6 emails have gone unanswered!! Very poor imo.

[moleman]

when i called they were very plesent and told me they had gilding issues so it will take a bit of abuse and two weeks will be here. that was three weeks ago but still want it all the same. And def agree if you want refund you should have it hope you resolve it.
Just goes to show you that there is nothing like calling people to get what you want instea of email some galleries should take note

[winter]

I had a nightmare getting a refund after THEY screwed my order. It's not good for PR having people discussing their poor service like this, they need to get it sorted. I eventually got my refund so don't give up.

[sacked]

I emailed today and to my surprise i actually received a reply !!
I QUOTE :
Thank you for your email.The production of the 600 sculpture took a bit longer in prduction than planned.This we do applogise..(?)...We have made many emails and phone calls....(not to me !!)...regarding this issue and i am sorry if you did not receive any.

The sculpture will be sent out in batches....(of how many - 1's and 2's ?)...starting this week.Again i do appologise for any problems and please feel free to contact me directly.if you have any more questions(as customer service is a main priority...(since when!!)...UNQUOTE

[andyctree]

i asked for a refund too. this is unacceptable

[artngigs]

May 12, 2008 16:53:47 GMT 1 @rosstierney said:

i'm still waiting for my f**king k guy - lizlam (silver)

I rang them up last week and they had 'misplaced' my order.
I received it a few days later.

You should phone them to see what's happening.

how many refunds would there be if this was a banksy print

they are treating you like poop boys go get them!

[bristolboy]

Got a lovely email and a refund this morning. Thank you Alexa, keep at if folks.

[manchestermike]

I've dropped them a follow up email... hopefully I'll get a reply

On a positive note, my Matt Small book arrived today ;D

[Bram]

May 13, 2008 12:22:48 GMT 1 @giiiant said:

how many refunds would there be if this was a banksy print

Are you saying that just because there is a high demand for something
galleries can treat customers like s**t? I agree if i was waiting 5 months for a Banksy to arrive I wouldn't cancel the order but the galleries / print houses need to held responsible for bad service some how.

May 13, 2008 12:20:42 GMT 1 artngigs said:

May 12, 2008 16:53:47 GMT 1 @rosstierney said:

i'm still waiting for my f**king k guy - lizlam (silver)

I rang them up last week and they had 'misplaced' my order.
I received it a few days later.

You should phone them to see what's happening.

thanks artngigs, i've just rang them

they apologised for the delay & said it was inexcusable

they're throwing in a free gift ;D

[kahuna]

Alexa has refused to refund my purchases despite numerous requests. I have contacted the credit card co to dispute the charge.

The last response from TLSG advised "we are not doing refunds until we access all requests and will deal with accordingly. I will let you the update when this becomes viable."

WTF does that mean?

I think it means yo be f**ked!

[spencerlee]

Poopgate

I feel for everyone on here, this is a disgraceful way to treat regular clients!

I would want the refund instantly, you all bought and paid in good faith......end of!

[waveydavey]

May 13, 2008 12:58:27 GMT 1 Bram said:

May 13, 2008 12:22:48 GMT 1 @giiiant said:

how many refunds would there be if this was a banksy print

Are you saying that just because there is a high demand for something
galleries can treat customers like s**t? I agree if i was waiting 5 months for a Banksy to arrive I wouldn't cancel the order but the galleries / print houses need to held responsible for bad service some how.

Funny that because some of the early POW prints took months to arrive almost as if they made them to order.

[spirit]

May 14, 2008 16:39:48 GMT 1 kahuna said:

Alexa has refused to refund my purchases despite numerous requests. I have contacted the credit card co to dispute the charge.

The last response from TLSG advised "we are not doing refunds until we access all requests and will deal with accordingly. I will let you the update when this becomes viable."

WTF does that mean?

You should make quite clear that you are not ASKING for a refund, you are DEMANDING it under the distance selling regulations as is your right. Also tell them that if they refuse the refund you will issue a chargeback via your credit card company which will cost them money.

It's disgraceful behaviour!