Hi i've just been caught out by redsave.com like loads of other folk.
basically they tie you into their membership and take 19.99 from your bank account each month. [....] The item i bought hasn't arrived yet in almost a month and their phonelines either ring out or give an engaged tone.
Has anyone had any joy in getting a refund from them and how did they do it?
HotUKDeals Administration Edit
On 09/06/2008 Redsave sent us the following response to our letter.http://www.scribd.com/doc/3307498/Redsave09June
Several of the questions asked were not responded to, however, we do encourage members to read their answers provided.
We do object to their characterisation of our conduct in this matter and note in our response that (1) we have never blocked their IP, (2) they consistently requested that *all* Redsave posts be removed without qualification, (3) we did originally correspond with Max Walker to review and consider his concerns about postings on the HotUKDeals forum.
Our response letter can be read here:http://www.scribd.com/doc/3307585/HUKD11June
*****END OF UPDATE 11/06/08****
From the HotUKDeals team:
On or about 12 May 2008 Redsave threatened our ISP and alleged that these posts were defamatory (please refer to: http://www.scribd.com/doc/3258916/SLKW005556a
On 27 May 2008, we put a number of very precise questions to Redsave ( http://www.scribd.com/doc/3258568/HUKDResponse
) including questions concerning these matters. We asked for precise details of inaccurate matters and offered Redsave a meaningful opportunity to respond and a Right of Reply. Redsave have, to date, chosen not to answer these questions. ****PLEASE READ UPDATE ABOVE***
We will update the public correspondence as and when we receive Redsave's response.
We asked Redsave: "Is it correct that commencing in late 2006/early 2007, Redsave began to receive customer complaints about the features and practices in 1 a-d, 2 & 3 above and the Shopping Pass? Please advise when the first such complaints were received by Redsave and how many complaints have been received. Expressed as a percentage, how may of the complaints about the "Shopping Pass" have led to customers being refunded the monthly fee(s) they had been charged?"
"From Autumn 2006 to 28 February 2008, is it correct that Redsave.com had the following features? (a) On product pages displaying the Redsave price, no warning was given that the customer must join a monthly membership service for £19.95 per month in order to purchase the product at the price displayed. It stated Free 30 day RedSave Trial Pass Worth £19.95, with a delete option. (b) On the checkout pages, below the product(s), it stated Free 30 day RedSave Trial Pass Worth £19.95, with a delete option. There was no warning that after the 30 days, the credit or debit card used for the purchase would be debited £19.95 monthly. (c) Unless the buyer clicked on a link described only as More Info no warning was given on the product or the check out pages that after the 30 days, the credit or debit card used for the purchase would be debited £19.95 monthly. (d) In the buying process, the first time a buyer could access the Terms and Conditions was on the page on which the credit or debit card details had to be entered?"
"Is it correct that from Autumn 2006 to 28 February 2008, the email order confirmation made no mention of a monthly subscription charge of £19.95 and the first monthly membership charge for the Shopping Pass was deducted within the first 30 days and before customers next credit or debit card bill was typically issued? Is it correct that Redsave received complaints from customers alleging this? Please provide particulars and copies of all documentation including the relevant electronic customer histories."
"Is it correct that from Autumn 2006 to 28 February 2008, the Terms and Conditions provided that cancellation could only be on Redsave's special cancellation form and had to be sent by recorded delivery mail and that email and telephone cancellations would not be accepted?"
"Is it correct that Trading Standards investigated Redsave at the instigation of a special consumer group, called the Redsave Action Group, formed with the objective of seeking redress and refunds for consumers? Is it correct that Trading Standards reported back to that Group on or about 27 February 2008 that Redsave had amended the Website and its practices? Please explain your statement that Trading Standards had "overseen" the operation of the Shopping Pass for 15 months. Please explain what you mean by your statement that Redsave was not "ordered" to make changes by Trading Standards. We note that it was reported in The Guardian article obviously based on what your client had said: "After discussions with local trading standards, Redsave says it has amended its site to make the membership, which cuts in after 30 days, clearer." Please provide copies of all correspondence with Trading Standards. We will be seeking these on disclosure and we suggest you provide them now."
We also asked "As to your statement "the suggestion that Redsave is operating outside the law.is simply false," does this statement refer to the period prior to 28 February 2008? Do you say that Redsave was in full compliance with all relevant consumer protection legislation from Autumn 2006 to 28 February 2008? Do you contend more particularly that Redsave was in compliance with the Unfair Contract Terms in Consumer Contracts Regulations 1999 and the Distance Selling Regulations 2000 from Autumn 2006 to 28 February 2008? Alternatively, do you contend that Redsave has been in compliance since 28 February 2008?"
And we asked "Please advise why changes were not made to the Shopping Pass and the site for many months after complaints were first received."
Again, Redsave have, to date, chosen not to answer these questions and in the absence of answers, we can only direct you to Redsave's Particulars of Falsity ( http://www.scribd.com/doc/3029832/SLKW005556b
) where Redsave deny they operate a scam but admits it has been in communication with Trading Standards for many months and has now changed its site and the operation of its Shopping Pass "to make the Shopping Pass clearer and easier to understand [by]:
(1) Refering to the Shopping Pass on the Redsave website homepage, including the relevant monthly charge and describing it as a "Membership";
(2) Listing the Shopping Pass (including charge) in both the check-out page and the page on which credit and debit details are input; and
(3) Directly alerting the customer to the relevant provisions of the Terms and Conditions at the top of the Terms and Conditions page."
Redsave has accepted: " there do (sic) appear to be a very vocal minority of customers who for varying reasons and with varying degrees of justificationhave had a complaint with Redsave." and "It is accepted by our client that there have been problems with the Redsave operations"
Redsave also says:
" our client has not been ordered to make these changes by Trading Standards or any other body; it is simply responding to consumer concerns. It is also emphasised that the contractual Terms and Conditions by which the Shopping Pass system operates have been overrseen by Trading Standards over the last 1-5 months of trading (Redsave began operating in the autumn of 2006). As such, the suggestion that Redsave is operating outside the law at all irrespective of inflammatory language - is simply false."