I'll keep this short but in a nutshell I'd avoid Toby and this 'business' like the plague. Probably fine if you get your parts, useless if not. The only company I know where they don't even supply a telephone number to get hold of them, don't like complaints with someone personally maybe?
Anyway, I ordered some parts mid June, a few O-rings, little bits that were in stock apparently, would fit in a palm sized envelope. Came to around £13 altogether. I did note on the website that there were delays due to a move or whatever with sending out orders, fair enough, I can wait a week, didn't specify how long these delays were in any case.
Anywho, gets to a week, nothing. So, send an email off asking when I can expect delivery, nothing, ignored. Couple of days later, another email just asking for an update, nothing again, ignored. By this point it's been over a week and to be honest, I can now get the parts from BMW cheaper as they now have them in stock. As the parts haven't been sent out yet by Toby, and I've had NO communication to tell me when to expect these parts I ask if I can cancel and get a refund, expecting that to be the end of it. Surprise surprise I get a response to this email almost straight away!
Just to be clear, If I had had some communication to tell me when I could expect the items, I would have stuck with it, but having been ignored twice I wasn't really in a forgiving mood so just wanted a refund now. Cue Toby getting a bit huffy and explaining how he's just spent 45 minutes looking for my item and then 10 minutes later I get the standard 'item dispatched' email contrary to my refund request, although presumably to try and appease me (he hadn't sent them, lie number 1). As I stated to him, I just wanted a refund, nothing personal but now I could get the parts from BMW cheaper (they weren't in stock originally before you ask why I didn't order from them in the first place) so a refund is perfectly fair in my eyes. Cue a bit more huffiness about me 'not reading the (badly designed) website' 'in the middle of a move' etc etc. Yes yes, realise this, I'm not debating that, I'm well within my rights to request a refund, which should have been straight forward, seeing as the parts haven't even been sent yet.
As of todays date after various emails requesting an update on the refund which I asked for on the 16/6/15, I still have nothing, just a few excuses - the move itself, he had a broken rib during the move, and now he's had his first baby in the last few weeks, both bars to pressing a few buttons on a computer presumably. To be honest I'm doubting whether any of this is true anyway now.
On top of that, he's now playing dumb, asking for the order confirmation number which I've given him four times, and now he wants the order confirmation email (which I don't have for some reason, I checked out as a guest?!) pretending no doubt he has no record of my order (my credit card statement says otherwise). He's acknowledged my order on a number of occasions in any case as he spent 45 minutes looking for it apparently! It's now gone quiet again on the email front and with no phone number to contact him on, I'm sick to death of chasing this muppet up. I wouldn't mind if I'd asked for something outrageous, a refund before the parts have even been sent seems a buyers right to me.
I know it's small potatoes in the scheme of things, but it's a matter of principle now and I want my money back. So what options do I have, I've already mentioned I will pursue through the small claims court if necessary, I really don't want to as I can't be arsed with the hassle but at the moment he has my money and seemingly has no intention of giving it back! What are my choices?
Anyway, I ordered some parts mid June, a few O-rings, little bits that were in stock apparently, would fit in a palm sized envelope. Came to around £13 altogether. I did note on the website that there were delays due to a move or whatever with sending out orders, fair enough, I can wait a week, didn't specify how long these delays were in any case.
Anywho, gets to a week, nothing. So, send an email off asking when I can expect delivery, nothing, ignored. Couple of days later, another email just asking for an update, nothing again, ignored. By this point it's been over a week and to be honest, I can now get the parts from BMW cheaper as they now have them in stock. As the parts haven't been sent out yet by Toby, and I've had NO communication to tell me when to expect these parts I ask if I can cancel and get a refund, expecting that to be the end of it. Surprise surprise I get a response to this email almost straight away!
Just to be clear, If I had had some communication to tell me when I could expect the items, I would have stuck with it, but having been ignored twice I wasn't really in a forgiving mood so just wanted a refund now. Cue Toby getting a bit huffy and explaining how he's just spent 45 minutes looking for my item and then 10 minutes later I get the standard 'item dispatched' email contrary to my refund request, although presumably to try and appease me (he hadn't sent them, lie number 1). As I stated to him, I just wanted a refund, nothing personal but now I could get the parts from BMW cheaper (they weren't in stock originally before you ask why I didn't order from them in the first place) so a refund is perfectly fair in my eyes. Cue a bit more huffiness about me 'not reading the (badly designed) website' 'in the middle of a move' etc etc. Yes yes, realise this, I'm not debating that, I'm well within my rights to request a refund, which should have been straight forward, seeing as the parts haven't even been sent yet.
As of todays date after various emails requesting an update on the refund which I asked for on the 16/6/15, I still have nothing, just a few excuses - the move itself, he had a broken rib during the move, and now he's had his first baby in the last few weeks, both bars to pressing a few buttons on a computer presumably. To be honest I'm doubting whether any of this is true anyway now.
On top of that, he's now playing dumb, asking for the order confirmation number which I've given him four times, and now he wants the order confirmation email (which I don't have for some reason, I checked out as a guest?!) pretending no doubt he has no record of my order (my credit card statement says otherwise). He's acknowledged my order on a number of occasions in any case as he spent 45 minutes looking for it apparently! It's now gone quiet again on the email front and with no phone number to contact him on, I'm sick to death of chasing this muppet up. I wouldn't mind if I'd asked for something outrageous, a refund before the parts have even been sent seems a buyers right to me.
I know it's small potatoes in the scheme of things, but it's a matter of principle now and I want my money back. So what options do I have, I've already mentioned I will pursue through the small claims court if necessary, I really don't want to as I can't be arsed with the hassle but at the moment he has my money and seemingly has no intention of giving it back! What are my choices?
Good luck with your case CJ