I recently sent the following email to Egg Software:
Dear Sirs,
I have included a link to my own account page on your website for your reference, as you appear to have no knowledge or customer service with respect to you clients. On 15 April 2008 I found your website www.eggsoftware.com when searching for a version of Microsoft Office 2007 which was a similar price to Microsoft's own 'ultimate steal' offer but did not require certain conditions to be met.
I found your website and noted that you were selling MS Office 2007 for £39.99 and the software would be instantly downloadable, with a registration key to be sent via email (to this address) within 24 hours. No such download was made available, no such registration key was sent. Accordingly, you are in danger of breaking the contract between consumer and retailer as you have falsely advertised your goods as instantly available. Secondly, you charges a further £6 for delivery, which I may add is not a valid charge as there is no delivery required for a downloadable piece of software. Accordingly, I have passed your details onto the Trading Standards Office (as your telephone number is not answerable) and they have allocated me a case number. Furthermore, I have contacted www.protx.com in reference to their handling of your accounts (online card payments and such) and they will no doubt begin an investigation into my payment for this non delivery.
Finally, in order to resolve this situation, I will ONLY settle for a FULL refund of £45.99, immediately. I shall contact the abovementioned bodies and cancel my complaints with them if, and only if, you return funds with immediate effect to my bank account (which you were given details of during the transaction). I will NOT settle for a cheque, only immediate BACS transfer or other electronic means which can be checked and verified by myself.
I look forward to hearing your immediate reply, and furthermore, I look forward to a return of my funds. I will take the matter further if a satisfactory resolution is not achieved within 24 hours.
Yours in faith
I also emailed protx.com with the above email, including some extra information regrading the transaction so that they could trace anything if required.
Within my specified 24 hour period I received the following email from 'Jack' at eggsoftware:
A full refund has now been issued, please allow 2-7 days for the funds to be credited back to your account.
Regards
Jack
Sales Dept
EggSoftware.com
Somehow, and I don't quite believe it, I received my full refund this morning. There is hope to get your money back. Please follow this lead and you may receive your full refund for whatever amount 'Jack' has taken from you... Good luck!