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Lucy's On The Case

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X-Ray production team X-Ray production team | 16:45 UK time, Monday, 6 February 2012

Colette Chilcott from Bridgend got in touch with X-Ray after she ordered a new computer for her son that never turned up.

She’d paid almost £1,800 for the high-tech tablet she bought  ten months ago from Surrey Stores in Dorking, “We hoped that it would arrive whilst was home for Easter, so he could take it back to Milan with him.”

Lucy found out Colette’s son desperately needed the state of the art computer for his studies,
“He's always wanted to be a car designer so this is one of his dreams come true.”

But Easter came and went and the computer didn't arrive so they emailed Surrey Stores. Colette said they were getting nowhere, “They're made in Japan and they said that it was something to do with the tsunami they've had out there.”

After this they told them it would be September but it still didn’t arrive, “[My son has] emailed them since, we're still waiting for an answer. I just want my money back now.”

Lucy got on the case for Colette and discovered that under Distance Selling Regulations she could have cancelled the order as the computer hadn't arrived.  Furthermore when she did cancel in September she should have had a refund within 30 days. So, where's her money?

Well after X-Ray contacted them to find out, Surrey Stores said they’d issued a refund in September but, after having checked, they now realised the transaction wasn't completed. The company says it didn't know the refund hadn't been received as they didn't hear from Colette or Chris.

Surrey Stores has now apologised and refunded Colette her £1,798 as well as a £50 credit voucher as a gesture of goodwill.

That’s another case closed!

Do you need Lucy’s help? Get in touch with the team.

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