Found 19th Oct 2007
Back on the 6th August I ordered a K810i from Marshall Ward that I saw on this website. The money was taken on the 8th. The delivery date kept getting pushed back and eventually passed and I hadnt recieved anything. I rang up customer services who assured me I would get it that week. Still didnt get it. Rang up again and was told my account had been declined and I wouldnt be getting the phones cue a heated debate and eventually settled with a refund which I was told would take 7 working days. Still no refund. Since then I have rang up another 4 times and have always been promised a refund but havent got it. In the tracking part of my account the phones still show as being recieved at depot which is why I think the refunds aren't being processed.

Any ideas on what I can do to get my money back?

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14 Comments

Banned

matt_m_99

Back on the 6th August I ordered a K810i from Marshall Ward that I saw on … Back on the 6th August I ordered a K810i from Marshall Ward that I saw on this website. The money was taken on the 8th. The delivery date kept getting pushed back and eventually passed and I hadnt recieved anything. I rang up customer services who assured me I would get it that week. Still didnt get it. Rang up again and was told my account had been declined and I wouldnt be getting the phones cue a heated debate and eventually settled with a refund which I was told would take 7 working days. Still no refund. Since then I have rang up another 4 times and have always been promised a refund but havent got it. In the tracking part of my account the phones still show as being recieved at depot which is why I think the refunds aren't being processed. Any ideas on what I can do to get my money back?


why did account get declineD?

Original Poster

Dont really think that is relevant - said it was to do with credit checks and mine are fine and when I last rang up the lady said the account had now been re-opened. They should never of taken the money until despatch.

Banned

matt_m_99

Dont really think that is relevant - said it was to do with credit checks … Dont really think that is relevant - said it was to do with credit checks and mine are fine and when I last rang up the lady said the account had now been re-opened. They should never of taken the money until despatch.


seems odd to me
they would not have took money as you SUPPOSENLY had an account,
payments are monthly so how did they take it all in one?

and it was relevant as if you had an account they DONT just say its declined

Original Poster

This was the first time I had ever ordered with the company. I paid it all off at once not on credit.

Supposed delivery date was the 15th didnt come I rang on 18th they said it was on its way. When I rang on the 25th the lady told me my account had since been declined.

Your card payment had been declined? :? Or did you open a credit account afterwards?

Banned

matt_m_99

This was the first time I had ever ordered with the company. I paid it … This was the first time I had ever ordered with the company. I paid it all off at once not on credit.Supposed delivery date was the 15th didnt come I rang on 18th they said it was on its way. When I rang on the 25th the lady told me my account had since been declined.


they wouldnt have took snet phone out to dispatch if they had not cleared payment?
i think you should ask to speak to manager i think they winding you up

Did you open a credit account with them and then make a payment to pay it off in full? I'm a bit confused... Because if you paid via Credit/Debit card and the payment got taken straight away then how can they say your "account" was declined?

If you opened an account with them and made a payment to pay the balance off in full then the money would go straight out of your account... Then for whatever reason your account with Marshall Ward got declined??

I also have a problem with them .
I paid for a Nokia phone at £49.99 on debit card and it showed first time discount £13.50 , Phone isn;t due in stock until 23rd Oct -so not got phone yet , its paid for and after 5 phone calls and 3 emails -still not got £13.50 back -even though i had an email saying they had done it on 29th Sept - bank statements show otherwise . Rang again today and said they will sort it out Monday ! This was paid for around 5-6 weeks ago !

Original Poster

Was NOT a credit account - payment in full was taken from my card within 2 working days and then £3.50 free delivery code was refunded a bit later.

Item didnt come so I contacted them they said it was all fine then a week later when I rang up to question it they claimed my account had then been declined and the money would be refunded but this didnt happen. The first promised refund was end of August.

Banned

very confusing, if you had applied for an account no monies would have been taken (unless you did that at a later stage). Didnt think you could use them first time codes without opening an account though :?

Original Poster

It was the first time I have ever used Marshall Ward went throught it all selected "Pay now by credit/debit Card" and completed registration and payed straight away.

Banned

matt_m_99

It was the first time I have ever used Marshall Ward went throught it all … It was the first time I have ever used Marshall Ward went throught it all selected "Pay now by credit/debit Card" and completed registration and payed straight away.


then you never applied for an account, i would try and contact someone a little higher up the chain than the monkey

matt_m_99

Dont really think that is relevant - said it was to do with credit checks … Dont really think that is relevant - said it was to do with credit checks and mine are fine and when I last rang up the lady said the account had now been re-opened. They should never of taken the money until despatch.




This is the bit that confuses me... You only go through credit checks when you open a credit account, I've used MW myself and paid via debit card and never went through any credit checks as with all credit/debit card payments...:thinking:

catwoman

I also have a problem with them .I paid for a Nokia phone at £49.99 on … I also have a problem with them .I paid for a Nokia phone at £49.99 on debit card and it showed first time discount £13.50 , Phone isn;t due in stock until 23rd Oct -so not got phone yet , its paid for and after 5 phone calls and 3 emails -still not got £13.50 back -even though i had an email saying they had done it on 29th Sept - bank statements show otherwise . Rang again today and said they will sort it out Monday ! This was paid for around 5-6 weeks ago !



They usually refund the voucher back when the item's been despatch which would explain why you haven't received it yet.
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