An Irish consumer contacted ECC Ireland after signing up for a free trial of skincare products. The consumer had seen a pop-up ad online offering a 14-day free trial of the products with only a small charge for postage and packaging. However, the trial period elapsed without the consumer ever receiving the products. Shortly thereafter she discovered that the company had charged her card for significant sums of money. When she contacted them about this, she was advised that the consumer had to withdraw from the trial within the 14-day period or else the company would begin charging the full amount for the products. The consumer contacted her bank but they were unable to provide a chargeback. ECC Ireland advised her to check the terms and conditions on the company’s website, which indicated that she could obtain a refund less an administration fee. The consumer put her complaint in writing to the company and eventually managed to secure a partial refund.
ECC Ireland was contacted by an Irish consumer who was experiencing difficulties with a UK website. The consumer had accessed the site believing it to be the official channel for booking a driver theory test and had paid a sum of money for the service. The site advised him that a date had been booked for the test but when the consumer enquired as to the specific time, it stopped responding to his e-mails. ECC Ireland shared the case with our sister office in the UK, who attempted to contact the website on the consumer’s behalf. However, as a physical address could not be found for the website owners, it could not proceed with the case. The consumer was eventually able to secure a refund through his credit card company.