Very bad service or they've all gone on holiday (twoleftfeet.co.uk)

Member Name: lyncjs

Product:	twoleftfeet.co.uk
Date:	19/07/06 (211 review reads)
Rating:

Advantages: Non

Disadvantages: Goods don't arrive. No reply to emails.

I ordered a Maxi-Cosi Tobi Graphite Grey on the 26th June 2006 from twoleftfeet. Since they were located less than 40 miles away I didn't think I'd have any issues buying from them. But they were slow to respond and then stopped responding to my emails until I got the credit card company
involved.

A week after ordering on 3rd July 2006 I requested an update to when the item would be delivered. Two days later on the 5th July 2006 twoleftfeet responded saying 10-14 working days from order.

So the delivery should have been expected between 10th and 13th July 2006. I emailed and called and the 18th July to try and find out when the delivery should be expected, but couldn't get through and received no response to my
email.

On the 24th July 2006, I'd had enough and contacted Barclaycard and protx.com (they process the credit card) stating that I hadn't received the goods and twoleftfeet failed to respond. This had some effect, with me receiving an email saying the delivery had been shipped. My wife had already gone out and bought another Maxi-Cosi from John Lewis as she didn't believe it would turn up before the due date. I sent a very strong email to twoleftfeet saying that I had previously emailed them 3 times to cancel the order and they should be refunding my credit card and would they PLEASE reply to me or just acknowledge my emails. I then received a response back saying I needed to email cancellations@twoleftfeet.co.uk as they couldn't trace any email from me. This did annoy me slightly, as I had been
emailing accounts@twoleftfeet.co.uk and I felt I was being fobbed off. I pointed out that I had followed the instructions on the website.

On the 29th July 2006 I finally received a response from twoleftfeet apologising and that they would cancel the order and refund the money.

No refund on my credit card. But on the 23rd August 2006 another email saying they would process the refund within the next 5-7 days and that they would email me when done.

I had stopped chasing at this point, as my credit card company had suspended the payment, so I hadn't lost any money. To my surprise on the 9th September 2006 I received an email apologising for the delay and that the refund had
been processed.

Summary: Non existent customer service and complicated email system.