I ordered 2 small single memory foam mattress toppers with matching Coolmax Covers and 1 double memory foam mattress topper with matching Coolmax Cover on 19th September by telephone, speaking to Chris who took details of my Mastercard for the total sum of £258.50 and gave my Ref No: 2050. I got immediate confirmation of the transaction from WorldPay. I told Chris that I would be home to to receive the goods the following Monday 26th September. But as the goods did not arrive I tried to make contact by telephone the next day. It was in vain as the call-minder said that the voice-box was full. I emailed Chris that day, 27.9.11 to complain that I did not receive my order and he immediately emailed back to apologise for the delay and that they will be shipping in the next few days and that he would send an emaill to let me know that my order was on its way.
However, as the weeks passed and still no delivery of the goods and the inability to get through on the phone, I emailed Chris on 4th Oct, and 11th Oct but I did not receive a reply, and then a final ultimation on 21st October, giving him another 7 days in which to respond to me with an explanation of the dalay or a date for delivery, and failure to do either, I requested a full refund because under the Distance Selling Regulations that appear on the company's website it states: "we are obliged to send goods within 30 days. If we fail to do this you have the right to a refund in full." As of today's date I have not received any response from Chris or anyone else at New Lead Memory Foam.
As I became very anxiious I contacted Trading Standards in Aylesbury, Bucks, who told me to immediately contact my Mastercard Company and explain the situation to them. They are making their own enquiries and I am keeping my fingers crossed that I will eventually be re-imbursed the full amount of £258.50 as I made the order over the phone and not via the internet.
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