Wheels Motorcycles
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Horrendous. Reported to bank fraud team for investigation
Purchase made online via wheels motorcycles eBay storefront. The short version is that we made a £400 purchase, it was not delivered safely. They have claimed against the courier but we have not received any refund from them despite no goods arriving and they have been horrendous with hanging up the phone on us, refusing to discuss the matter, withholding the courier claim investigations info and refusing to share it. Full details below. Courier dumped package at door on main road when house was empty. tracking proof is a photo at closed door. contacted wheels via eBay where the purchase was made to report it wasn't here when we got home. Courier investigation was raised by wheels motorcycles with their courier DPD. A few days later wheels motorcycles raised a case escalation with eBay to close the eBay case we had opened based on the fact there was simply a tracking number. They also made a bizzare written claim in their eBay message without any evidence to support, that the house was not empty and that a female answered the door with a dog, closed the door and asked for the parcel to be left outside. This is a total and utter fabrication being that only 1 female, (myself) lives here and I have proof from the local gym that I was swiped in for and attending an hour long exercise class at the time the attempted delivery was made. So an absolute fallacy. Have an email from the gym with the swipe in info from the system attached confirming I was in attendance. They also accused us of having CCTV (which we don't). eBay bots auto closed the case based on the fact there was a tracking number despite no signature and only a photo of box dumped at the closed door. Wheels motorcycles therefore kept the money despite non receipt of goods. We contacted wheels on the phone three times to be presented with an eBay sided with us attitude it's your own problem to sort out with courier and put the phone down each time. I have phone recordings of the calls to demonstrate how rude they were to us. On the last call we were told management have told us not to talk to you and again phone hung up on us. Our contract for goods was with wheels motorcycles the retailer, not with the courier. Wheels motorcycles have no regard for this at all and totally disregard their legal obligation to make sure the customer receives the goods they've paid for. They just fob us off saying sort it out with the courier. When we call the courier they correctly state that our contract is with wheels motorcycles not with them, and it's the responsibility of wheels as the retailer to refund us. It's only their responsibility to deal with the claim that their client (wheels) has made. The courier driver who incorrectly delivered the package to us has since visited us and shown us on his phone an email that his pay has been docked as a result of the investigation being decided in favour of wheels motorcycles. We have not received a penny of a refund from wheels as present. We have received an ebay message from wheels 24hrs after being hung on up multiple times on the phone and the message states that the courier case is not concluded. This conflicts with the info we have been shown on the driver's phone. We have now passed this over to our bank fraud team with and will also be reporting wheels motorcycles to both trading standards and HMRC.