Hi,

My wife put an order for some stuff for our baby (due on the 26th) on the 20th March via twoleftfeet.co.uk - a car seat attachment and some accessories totaling £92. We were told it would be 10-14 working days delivery.

 However, the items have still not arrived (they were very quick to take my money - they took the funds the day after) - and we could really do with them now. We have emailed them - there is no way to get any customer service any other way as they will not deal with you on the phone but have had no reply. I have now looked on the internet at some of their reviews and wish we had done this before and we would never of ordered from them as this seems to be a common occurance.

 Is their anything we can do to get our money back - we have requested a refund but are not hopeful of any reply due to the reviews I have read. We paid on debit card so dont what to do.

Hi financestu -- It's a shame you didn't use a credit card, you could simply have started a chargeback from the CC company for a refund in this case, as they are not responding to you, and have broken their agreement.

The other option now is to write to them recorded delivery, asking for a refund in full as they have failed to honour their agreement, you are legally entitled to a refund in full, if you do not get the response you want, you can take the matter to the trading standards, make them aware of this, you will probably get your refund without hassle after that.

Posted on the other forum as well, but basically as you ordered online the company have 30 days in which to perform the contract - i.e. deliver the goods - from the time they accepted your order, unless you agreed to allow them a longer time.  After the 30 days is up, you can hold them in breach of contract and claim a full refund.  This is set out in the Consumer Protection (Distance Selling) Regulations 2000 and covers all purchases made without face to face contact, i.e. mail order, telephone, internet, interactive TV sales.

Just as an aside, delivery time in other contracts where you do buy face to face (in shops etc) is not an automatic condition of the contract.  This means that unless you as a consumer actually gives the trader a date by which the item MUST be delivered otherwise you will hold them in breach of contract, you cannot automatically hold the trader in breach of contract if they fail to meet any delivery time given (usually estimated) by them.

To get your money back from twoleftfeet send an email to chatroom at twoleftfeet.co.uk

This email address goes straight to the MD or Md's sec, and gets actioned straight away. (It's true)

I had no joy for months, then came across this email address elsewhere and got my money back within 24 hours.

Be sure to put ALL detail in the email.

I hope this helps you out.

Mark.

If true, very good advice Markwales

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

We're waiting for a refund as well but decided not to wait and to give them a very forceful nudge...

Have just emailed the company MDs via the chatroom email address as suggested above as well as directly

I also cc'd Watchdog AT bbc.co.uk (check out their site for a damning report on TLF from last year.

Watch this space.

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Avoid at all costs.

We're still waiting for that refund. Though we paid by card, we've now been told that a CHEQUE is in the post.

They list items as being in stock, takign payment immediately...and then informing the customer that the item is NOT in stock. In our case, they could not tell us when the item would be back in stock. We asked for an immediate refund. Citing the Distance Selling regulations, they emailed to offer a refund 'within 30 days'. Those 30 days are up at the weekend and after a bunch of other emails chasing them they finally got back in touch to say a cheque was in the post...even though they should have simply credited my card.

Note: This post has been moderated. Please read the moneysupermarket.com Community Standards and Terms of Service. Cheers.

Our experience with two left feet was good when we actually went to their warehouse to buy things.  The prices were very competitive. 

However, like many people it seems, we came unstuck when we ordered from the website and the item turned out to be unavailable.  The item simply failed to arrive, only when we chased them did they say they couldn't obtain it and then offered us a refund.  No refund arrived. That was back in May.   We had a string of emails each apologising for not refunding as promised and promising a refund within X days, but no refund ever arrived.  Eventually we decided to sue them in the county court.  We emailed one last time to say that the next letter woudl be from the court.  They then paid up at once.

In order to sue them you need to know the name of the parent company;  it is "Two Right Feet Ltd."   This is the company you sue, not "two left feet" which is the trading name only. The Companies House registration number of two Right feet Ltd. is 4604532.  You can download the forms from the web and the whole thing is very easy.  If the amount is less than £5000 the judge will send it to the "small claims track" (don't show you ignorance by refering to it as the "small claims court") and if it is clear (you need to include all the emails) then he will award you the case without a hearing.  TRF will have to pay your costs (which are only about £30 tytpically) and interest (if you claim it) will be at 8% pa.

 

I notice all these blogs are over a yr old, so I am not sure if the advice is still valid. I have also had a nightmare in getting my money back (never received buggy), so I have tried to e-mail the chatroom as recommended. However, there is a block on that account and it won't accept any e-mails. I have tried several different accounts to get through!

Does anyone know of another way to get through and get a refund?

I have recently had to solve this problem for my Boss, and his wife. After threatening them three times with legal action we still got no where, which was fairly surprising for me, in all my years in Purchase Ledger and Credit Control, I have never seen such bad customer / after sales service. It got to the point that we started the legal action, we notified the Credit Card company that we wished to reclaim funds, and reported them to Trading Standards, and we were not the first. So I advise, once it is clear they will not respond to your communications, call Trading Standards first and advise them of what you have experienced. Then if you have paid by credit card, ring your bank and get them involved. They don't want to lose their money either. If you have paid by Cash / Cheque, you will need to fill out a County Court claim, to get that back. Then email them, advising them that you taking legal action to reclaim your money, with all the correct references in there from the Trading Standards, Credit Card Company / Country Court. You'll have your cheque in a week this way. Consumer law means they have to refund you 30 days after the cancellation communication. If they fail to do this, you have all the law on your side, use it. Really though, someone needs to blow this company open, Watchdog or similar I suspect. It is revolting how they treat their customers, and I cannot advise enough to avoid this company.

I have recently ordered from this company, a STOKKE Xplory and minicot, with a few extras totalling over £1300! Communictaion has been really poor and when you finally get through they give you all sorts of reasons why they have not been in touch - seems like their phone lines have been faulty for approx 2 years!

I have managed to get through, although not to aftersales, but to sales and a lady there called Jade has been really helpful. Part of my order has arrived and she has agreed to send this on, should arrive Friday - so we will see!

I am concerned whether this will arrive, if I will get the other bits when they come in and if there is a problem - will they deal with it???

I ordered my goods on 31st July so they have breeched their contract. I did contact Abbey today (CC I paid with) I was told that as I was charged for the goods over 4 weeks ago - even though I had not received them, it is unlikely that Abbey will be able to get my money back for me through a dispute. This is the first time I used Abbey for internet order - should have stuck with trusty barclaycard!

Does anyone know how I stand if there are problems with the goods - can I go straight to STOKKE UK??

Thanks

A doubly sinister cautionary tale. (Grabs coat.)

Unfortunately it would seem if you do go to the company itself, such as STOKKE UK or MCLARRIN for example, they can't really help. Two Left Feet are a supplier which means they buy the stock from the company and sell it on. So basically you are stuck with Two Left Feet, which is really annoying. I am surprised you got a reply on the phone though, most don't. From my general experience they will not complete your order, and will attempt to hang on to the money for it. This experience seems to be reflected with most people. Sometimes people, like yourself, are told half the order is there and they will send it. They told me that too when I took this up, but as my boss had had to go out and buy replacements for the non delivered stuff it was too late anyway! If you get your goods, I will be quite surprised, I don't mean to sound so negative, it's just the impression I get from forums other than just this one. Unfortunately, I have also found Abbey to be extremely bad with this kind of problem, but they are a building society in their roots, and don't have the best customer service either (I stopped banking with them personally because of lack of customer services and bad advise). Natwest, HSBC, Barclays, and FIRST DIRECT all seem to be much better at their customer service. But keep having a go at Abbey, it is their card you used, they have been effectively stolen from, and you haven't received the goods. In addition, I really advise should Two Left Feet not complete your order, that you email them for a refund and keep a record of all of your communication with them, including the phone call with 'Jade', and report them to Trading Standards, then go back to Abbey and raise it again with your trading standards reference number, saying this is really serious, they need to get the money back. I would be very surprised if Abbey really were happy to lose over £1,300. Remind Abbey that consumer law means you have to wait 30 days for your refund, and it's inappropriate for Abbey to say that after 30 days they can't help, as you have to wait that long by law. In fact am very surprised by Abbey's attitude. But good luck, and remember the law is on your side, Trading Standards know them, and you are not alone in your experience, there are many out there that feel your pain.

Thanks for advice Phi - will certainly log all communications and let this forum know what happens next.

I've had the same problems with this company - but have finally had success with them!!!

I ordered over £800 in their store and was told it would be delivered with 6 weeks - surprisingly this didn't happen!!! After panicing and reading many forums with people comments very damning I wondered if I would ever get my goods.

I came across some emails to try and luckily one of those worked

John was very helpful and I finally managed to get my order - even if it was 6 mths after I orignally ordered it!!!!

Anyhow's if your having probs - try the above email. It may take 2 days for them to reply but they do eventually!!!

Hope this helps. Clare

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