I am sorry to hear that you and others are having difficulties in trying to cancel staggered payment plans for goods not received. That is at odds from what I read on another thread yesterday from something that was picked up from former staff posts on an Ideal World Facebook group - essentially saying that all the last orders were being honoured. I suspect the truth of it is more related to what you are saying and your experience from your card company, telling you that there are many other people like you in the same or similar position. I suppose if you worked for the company you would want to say the opposite scenario, as goods not going out and in turn, orders not honoured doesn’t reflect well on anybody formerly connected with it. Hearing of yours and other customers’ current plight, again makes one reflect on why was the company still broadcasting in those last few days, selling items that from what you suggest have not reached the buyers in some cases, and with no verbal indication on-air or written one their website of a caveat emptor risk due to trading issues.
We recieved an e-mail reply from the administrators saying as expected the news isn't good. There was an attachment to the e-mail with a list of customer FAQs re refunds it said -
"Can I get a refund?
Unfortunately, due to the financial position of the Company, the Joint Administrators are not in a position
to process or issue any refunds to customers.
Therefore, in the event that you believe that you are owed money by the Company, it is advised that in the
first instance you contact your credit card or debit card provider to seek their advice on how to obtain a
refund.
In the event that you are unable to obtain a refund via your card provider, your claim against the Company
will rank as an unsecured claim in the Administration estate. In this scenario, please complete and return
the attached proof of debt form together with any supporting documentation you may have such as copy
invoices and proof of payment.
I’ve already returned my items but not received a refund or replacement
Please be advised that due to the financial position of the Company, the Joint Administrators are unable to
issue refunds or replacements for these goods.
As such, you will need to follow the steps under the heading “Can I Get a Refund?” in order to submit a
claim to your card provider or in the Administration estate.
Once a Proof of Debt form has been submitted to the Joint Administrators, you will be issued with a portal
notice. The portal will be used by the Joint Administrators to provide updates to creditors on the
progression of the Administration and the future possibility of any distribution to creditors."
For further detailes see attached PDF
find-and-update.company-information.service.gov.uk
