I ordered a £2,989 garden room on eBay – why hasn’t it arrived?

A reader writes that they paid for the item last July but the company has failed to respond

Last July I bought a garden room from United Garden Buildings via eBay, paying the full £2,989 on my Visa credit card.

We were given standard delivery dates by eBay but a note from United Garden Buildings advised that it would take longer and we should expect our order to arrive in November.

Despite multiple phone calls and emails, the company has not delivered. We are not alone and there are several reviews on Trustpilot that say the same.

In January it promised my order would arrive by the end of March but in February it did not answer the phone or respond to emails.

We have filed a claim to try to get the money back on the HSBC card we used to pay but it is just an online form sent off with no acknowledgment of receipt or promise of action.

What now? Should we try the small claims court?
MP,
Isle of Coll

You have had a terrible experience. We couldn’t get through on the phone either, but Lewis Priestley, one of the directors, confirmed in an email it is no longer trading.

However, he did not respond to a follow-up inquiry about the status of unfulfilled orders, or whether the company was in administration (which would enable you to lodge a claim as a creditor) and there is no Companies House filing.

Customers with outstanding order should try to get their money back. If you paid by credit card ask for your money back using section 75 of the Consumer Credit Act. If you paid with a debit card ask for a “chargeback”. They can only be raised within 120 days of the transaction.

Unfortunately, you sent your form into HSBC after too much time had passed and are not eligible for a section 75 claim because you paid via eBay rather than direct to the company. You are considering pursuing the matter in the small claims court and this is something you should definitely discuss with an adviser at Citizens Advice Scotland.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions

Contributor

Zoe Wood

The GuardianTramp

Related Content

Article image
eBay protects its buyers – but what about sellers?
The auction site ignored photographs and evidence and a seller lost a £249 router

Miles Brignall

23, Mar, 2020 @7:00 AM

Article image
Seller beware! A new eBay scam using its own return label
We’ve lost the item and our money, but the auction site won’t do anything to stop it

Miles Brignall

28, Jan, 2019 @7:00 AM

Article image
I lost £1,165 to eBay fraudster when selling my electric guitar
The buyer of my Fender Stratocaster claimed there was no guitar in the case as soon as he received it

Miles Brignall

20, Aug, 2017 @5:59 AM

Article image
PayPal refused to listen when eBay buyer returned item in pieces
Four months after being sold, the rotovator arrived back used and muddy, but still £112 was blocked from my account

Miles Brignall

28, May, 2017 @6:00 AM

Article image
My Revolution Beauty makeup hasn’t arrived after three weeks
The company blames Royal Mail for the delivery delay, but I needed the products urgently

Rebecca Smithers

19, Mar, 2019 @7:00 AM

Article image
I could prove I had been scammed but eBay wasn't on my side
I sent all the evidence that a £450 pair of trainers were perfect, but it refunded the buyer who has kept my trainers

Miles Brignall

31, Aug, 2020 @6:00 AM

Article image
Time is running out for eBay/Paypal to get a grip on fraud
Sellers will soon think the site isn’t worth the risk unless action is taken

Miles Brignall

06, Sep, 2017 @6:00 AM

Article image
My ‘weather resistant’ garden cupboard was damaged by wind
Argos says cupboard could withstand most weathers but a door blew off within weeks

Rebecca Smithers

16, Mar, 2020 @7:00 AM

Article image
Ebay flouted its own refund policy when parcel didn't arrive
Company was liable for reimbursing the buyer in Germany to whom I sold an antique cup and saucer, but it made me pay

Anna Tims

10, Aug, 2016 @6:00 AM

Article image
Why won’t Samsung sell us a new drawer for our fridge-freezer?
One has been damaged but it is out of stock on the spares website

Miles Brignall

04, May, 2021 @6:00 AM