24 Studio problem

[t444rcy]

Hi

Just looking for some advice.

I came home from holiday to find a studio24 parcel waiting for me, addressed to my maiden name and of course my current address ?!?
Confused i opened the parcel to find the paperwork and its a pair of shoes , not my size. I have definitely not ordered these nor have i opened and account.

1 week ago someone had personal messaged me on facebook asking to buy an item i had for sale, we exchanged converstation and agreed a time to come to my house, no show ! Now I'm wondering is it this person thats set this up??

However i have also seen a number of posts relating to Studio themselves having something to do with this.
I have tried to speak to them twice , yesterday and today and basically told alot of rubbish and someone will call me back ?!? Within 7 to 14 days , that is no use to anyone ! Can't get an answer from them as to what to do with the parcel and now I'm going to get debt letters etc sent to me for something i haven't done. Im at my witts end , how do i get this sorted?

Thank you

[Kati]

Re: 24 Studio problem

Have you read the recent thread here? ~ http://legalbeagles.info/forums/show...ghlight=Studio ?? It may be that yours is similar!?!

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Tagging [MENTION=6]Amethyst[/MENTION] [MENTION=107168]veryAggravated[/MENTION] xx

[jaguarsuk]

Re: 24 Studio problem

Regardless of suspicions I would report the matter to the police as identity theft and obtain a crime reference number. Here is a good place to start.

Calling them you are likely to be getting a call centre, so the level of assistance they can offer will probably be minimal. Email them via their contact form including the account details, what's happened and the crime reference number.

And then if not helped or responded to, perhaps a letter to one of the Directors at the address of the parent company detailed here.

[t444rcy]

Re: 24 Studio problem

Yes thank you Kati, just read it , sounds the same

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Thank you Jaguarsuk

I have reported it and have made contact via Twitter, dont know if i'll get anywhere with them

[Amethyst]

Re: 24 Studio problem

Oh blimey, Studio really need to get their ID checks right. I wonder if they have a policy of using the delivery address the same as the billing address for the first order and thereafter allowing a different address, as this does seem to be a thing that happens.

Did the paperwork that came with the parcel say anything as to credit account / payment methods etc ?

How would this facebook person have your maiden name ? ( or is it on your FB account?)

[t444rcy]

Re: 24 Studio problem

Hi Amethyst

I have my maiden name listed in brackets on my profile. I've bought things from them before many years ago ( under my married name) after the goods have been delivered about a week or so after and request payment to be made by invoice. I'm thinking the scamer then changes the delivery address after the initial order and i am het for the bill

I'm so frustrated at them as a company, their customer service is awful just point blank refused to help , nothing they can do apart from wait for this ficticious fraud dept to call me with 7 to 14 days

[Amethyst]

Re: 24 Studio problem

They should immediately put a block on any more orders from ''your'' account. They don't need to wait for the fraud dept to do that - even a temporary hold on any further goods being sent out would be helpful after a report of possible fraud while it's being looked into. The last case ended up with two more invoices after reporting the fraud and having the original delivery collected. That's bonkers and can only cause loss to their company. Also isn't it a little daft these days to have payment by invoice? I don't know if these orders are placed online or through their little catalogue book thing. Going to have a mooch around their order processes on their site.

[t444rcy]

Re: 24 Studio problem

Hi Amethyst,

Exactly ! and that’s what i had expected yesterday when i phoned them , however there is definitely a language barrier the agent was clearly struggling to understand what my issue was. I attempted a phone call again today to be met with the same outcome, Twitter and FB messenger don’t seem to be much better to be honest, still left hanging with no clear answer.

I’m thinking do I return the parcel by registered post with a covering letter to the director?

[Amethyst]

Re: 24 Studio problem

Pay your way with a Personal credit account

Shop now, pay later

You choose - pay in full or pay in part - pick the one that suits you	If you choose to spread the cost, it will cost you more and take you longer to repay
Receive regular statements so you know what you need to pay	Subject to status
Regular offers, discounts and credit limit reviews	Representative 48.9% APR variable

Pay on receipt.Deferred Payment Account - an invoice is sent with your goods which must be paid in full within 14 days. As part of our anti-fraud measures an electronic identity and verification search is undertaken. As we send out goods on approval, a quotation search is undertaken. A quotation search is not a full credit search and does not leave a visible footprint on your credit file for other lenders to see.

Terms on next page

In addition to our general terms and conditions which are available at the back of our latest main catalogue and on our website, the following terms and conditions apply:

1. 1. Credit Reference Agency Searches
   1. 1.1 As part of our anti-fraud measures an electronic identity and verification search is undertaken.
   2. 1.2 As we send out goods on approval, a quotation search is undertaken. A quotation search is not a credit search and does not leave a visible footprint on your credit file for other lenders to see.
   3. 1.3 By converting your account to a Personal Credit Account, you consent for a credit search to be undertaken.
   
   
2. 2. Orders and Contract Information
   1. 2.1 By placing an order you are agreeing to purchase goods on and subject to our general terms and conditions of which these form part.
   2. 2.2 All orders are subject to availability and confirmation of the order price.
   3. 2.3 When placing an order you undertake that all details you provide to us are true and accurate.
   4. 2.4 Your order is accepted and a contract is formed between you and Studio when we dispatch the goods you have ordered and not before. Until the goods are dispatched the order may not be accepted by Studio.
   
   
3. 3. Payment
   1. 3.1 Once we have delivered the goods, which you have ordered, we will send you your bill which shall be payable by the date stated on the bill.
   2. 3.2 We accept debit and credit cards from; Visa Debit, Visa, Mastercard and Maestro. To make a payment by card, click on 'Your Account', sign in and input the balance due. Alternatively call 0371 200 0378 and select option 1. We accept cheques and postal orders by post and you may pay by bank giro at your bank, please see the reverse of your bill or invoice for details. Please do not send notes or coins by post.
   3. 3.3 Following formation of the contract Studio shall continue to own any goods ordered until it has received payment in full from you even though the goods have already been delivered to you.
   4. 3.4 If payment is not received from you by the required date you must either, immediately pay for or return those goods to us, in accordance with our reasonable return instructions and in the same condition that you received them, at your own expense. If you do not do this we may cancel your order and we may collect or arrange for collection of the goods at your expense. We reserve the right to charge you for any and all damage to (or other adverse interference with) any goods that are the subject of an unpaid order.
   
   

Doesn't say anything about cancelling the order before delivery so I can't really do the next step with a false address to test out whether they actually do a credit check.

Ahh next page - Review Order it says

For security reasons your 1st order can only be delivered to your account address.

So that confirms that issue. Big hole there isn't there. If scammers know they take over a week to respond to anyone who reports an unsolicited delivery they could have made a further 4/5 orders to a different address in that time.

I don't really have any confidence that if I contacted them to cancel immediately it would actually happen, then my Mum ( used her address) would end up with a set of pans no one wants and I'd have some weird credit account I certainly don't want.



Only cancellation details are after delivery

pdated: 08/08/2016 You may cancel your order for whatever reason within the 14 day cancellation period from the date of delivery ("cancellation period"). The cancellation period will expire 14 days after you have received all the goods in your order. You must post the goods back to us at your expense. We will refund all payments received from you, including the costs of standard delivery to you. We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you, for example a customer returns flat pack wardrobe, which s/he has clearly attempted to assemble by opening packs of screws and trying to fit the parts together.
We will make the refund without any undue delay and not later than 14 days after we receive back from you any goods supplied or 14 days after you provide evidence that you have returned the goods to us, if earlier. You will have to bear the direct cost of returning the goods to us.
We will make the refund using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise.
We will not charge any cancellation fee for a cancellation made within the cancellation period. A fee of £4.95 may be levied for cancellations which we accept outside of the cancellation period.
We may hold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back whichever is the earliest.
You must return the goods no later than 14 days after you inform us of the cancellation. You are advised to retain proof of postage (from the post office) or a receipt (from the courier). Please complete the returns form provided on the back of your invoice and include this in your parcel. If you do not have your invoice, please complete your details clearly on a piece of paper and include this in the parcel.
Send your returns to:
Returns Department,
Studio,
Marlborough Mill,
Ridgefield Street,
Failsworth,
Manchester,
M35 0HJ.
Alternatively for larger goods, please call our Careline: 0371 200 0378 and we will arrange collection for you at your expense

[Amethyst]

Re: 24 Studio problem

This bit I think wants flagging

When you get to "Review Order" it says

For security reasons your 1st order can only be delivered to your account address.

So that confirms that issue. Big hole there isn't there. If scammers know they take over a week to respond to anyone who reports an unsolicited delivery they could have made a further 4/5 orders to a different address in that time.

I closed the site without pressing Place Order button .... so I hope my Mum doesn't get these pans delivered now!

[t444rcy]

Re: 24 Studio problem

haha!!! I hope not

Yip thats the scam right there then , so clock up a load of debt in someone elses name while the company are sitting twiddling their thumbs

[Amethyst]

Re: 24 Studio problem

I believe they arrange a courier to collect items that have been sent via this ID fraud, so best to wait and speak to them as I can't see you getting reimbursement for registered post for shoes ( probably about £6 depending what size the shoes are lol )

Have you checked your credit file ? - they do a soft search (apparently) to check ID - so it wouldn't affect your file. I know on my credit file via Noddle I can see some searches

eg.

Paypal International LTD (Sr, Sa Ml Cval)
Paypal Europe S.A.R.L And Cie, Sca (Ml)
Identification Check
17/12/2016

Seems to happen a fair bit having a look back through twitter ( and lots on FB)

Just a couple...

@24studio why have you sent goods to us? Certainly haven't ordered from you. Seems we're not alone. Is this some type of scam?


@24studio not one member of your staff have helped me. I have never set up an account with you or ordered anything!


@24studio you are sending unsolicited goods that were not ordered and then invoicing,which is an illegal practice. Solicitor now instructed.


@24studio my husband has been sent and invoiced for a rug which wasn't ordered (and looking at your @'s it seems he's not alone)


@24studio Worst customer service ever!! Also breach of consumer contract regulations, looks like the only way is the police now!!


@24studio I've just received an order that I never requested?

[t444rcy]

Re: 24 Studio problem

Ok will do .a tiny size 4 cant even use them haha

Yeah just jumped on to check and nothing appearing on my searches.

With it happening to so many people and lack of action from the company , is it them that are scaming ����

[t444rcy]

Re: 24 Studio problem

A reply at last !!! Via Facebook


Hello, Tracy.

We would like to first apologise for the service you have received.

We can assure you this is not the service we aim to provide.

I can assure you that we have escalated your query, regarding fraud to our Credit Investigations Department. We would expect them to contact you within the next couple of days.

They will go through with you any actions being taken regarding your details, any impact on your credit file, the package you have received and what actions will be taken to prevent further attempts for your details to used to setup future accounts.

We have applied a block to the account that was setup, this will ensure no orders can be processed on that account.

For the moment we would ask to allow a couple of days for the Fraud Team to contact you regarding this issue.

Thanks, R.

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Thank you for all your help !

[Amethyst]

Re: 24 Studio problem

Ahhh good news Keep us updated how it goes from here though.

We'll keep on it a bit - seems to be an issue which must be costing their company money and customers, and probably some breach of something lol