How to deal with major companies flat-out ignoring your contact attempts about serious bugs on their website as well as refunds? I'm forced to order groceries home these days. This is in Sweden The company I order from has a bug which keeps silently switching the delivery address from whatever you entered and saved, to the one associated with the payment card you use for the payment, every single time you make an order. This has caused them to deliver the groceries to the completely wrong address (with me as the only person who suffered from it) before I started double-checking it every single time and manually changing the information back. When I report this, they simply ignore it. No response whatsoever. The bug is never fixed. And when they failed to deliver a watermelon (the delivery person accidentally broke it on the way, and claimed it would be refunded), nothing has happened with that for many months, in spite of countless e-mails by me. No silent refund. No apology. No response whatsoever. I sent the e-mails to all e-mail addresses I could find on their website. In fact, after a while, I got tired of manually sending the e-mails and set up a script to e-mail them every hour (originally, it was only every 8th hour), since allegedly they get such a flood of e-mails all the time that mine get lost. Is there any legal recourse for failing to fix issues like these?
What would be the most reasonable thing to do? Live with it. Oh, and stop breaking the law with your automated emails. Illegality on their part does not justify illegality on your part. Also, it’s likely that this activity has caused your email address to be blocked automatically which may explain why they aren’t contacting you. From a legal point of view, that’s the only reasonable option. You do have valid grounds for a lawsuit for the value of the watermelon but the cost of filing will be a couple of orders of magnitude greater than the value of the melon so doing so isn’t “reasonable”. If you want to vent, the internet offers a wide variety of social media platforms for which that seems to be their primary focus. But that’s got nothing to do with the law.
While German law indeed requires providing correct contact information it does not require the recipient to answer queries. It is there so that you can submit legal notifications. In your case I wouldn't be so sure that the information is not correct. However, even if the contact information is incorrect, there is not much you can do about it. This is reserved to the following groups by § 8 Abs. 3 UWG: every competitor; associations with legal personality which exist for the promotion of commercial or of independent professional interests, so far as a considerable number of entrepreneurs belong thereto, and which distribute goods or services of the same or similar type on the same market, provided such associations are actually in a position, particularly in terms of their personnel, material and financial resources, to pursue the tasks, under their memoranda of association, of promoting commercial or independent professional interests, and so far as the contravention affects the interests of their members; qualified entities that prove that they are entered on the list of qualified entities pursuant to section 4 of the Injunctions Act or on the list of the Commission of the European Communities pursuant to Article 4 of Directive 98/27/EC of the European Parliament and of the Council of 19 May 1998 on injunctions for the protection of consumer interests (OJ Number L 166 page 51); Chambers of Industry and Commerce or Craft Chambers. Unless you are a competitor you are out of luck. The hoster or other providers can't do anything and don't need to, as they are not required to check legality of their user's websites. It doesn't really matter where you are by the way for these laws.
Is it true that there has never been a single case It is tough to prove a negative. I am not going to completely parse the quote but please notice that the quote states "we couldn't find" and concludes that "it doesn't happen." Given these two pieces of information I do not conclude that there has never been a single case. Rather I conclude that the speaker in your quote could not find a case therefore he concluded that there has never been a single case. It's largely impossible to determine that there has never been a single such case. We can search published opinions but that barely scratches the surface of lawsuits that are filed. It is entirely possible that someone filed a suit which was quickly dismissed. The Act provides a defense, it does not bar lawsuits. Someone might get sick from food and not know where the food came from so they sue the provider. If this happens the provider may raise the Emerson Act as a defense and escape liability to the extent applicable. But again, we will never know because it's impossible to examine every lawsuit filed in this country.
You owe money if there is a contract obliging you to pay. Whether you receive what you pay for (e.g. services) only affects your stance when suing for non-performance/damages; your obligation to pay still stands until the court decides it does not (or there is a mutual agreement to discharge the contract). It is irrelevant whether the original payment method still works or not. If it does not but you still owe money — you have to pay. The ability to turn the credit card off is just a handy feature. It does not affect your contractual obligations in any way except for when the terms explicitly provide for it (like automatic cancelling subscription when payment method fails).
The retailer You can try making a subject access request under Articles 15(1) and 15(3) of the UK GDPR. Provide as much information as you can (your name, date of purchase, store you purchased it from, copy of the receipt, etc.) and ask for the serial number. If they still have it, and it is stored in a way which is linked to you in an identifiable way, then they are obliged to provide it without undue delay (and in any event within 30 days). You may want to provide a copy of your passport in the request to pre-empt them coming back with an ID check request under Article 12(6), which then allows them to delay processing the request until you have replied. As stated above, if they no longer have the data or you are not identifiable from the data then they do not have to provide it. If they do have to provide it but refuse then you can complain to the Information Commissioner's Office or ask the County Court for a compliance order under section 167 of the Data Protection Act 2018. The insurer Regulation 3(1) of the Consumer Protection from Unfair Trading Regulations 2008 prohibits &quot;unfair commercial practices&quot;. Regulation 3(4) provides that a commerical practice is unfair if, inter alia, it is listed in Schedule 1. Paragraph 27 of Schedule 1 contains the following item: Requiring a consumer who wishes to claim on an insurance policy to produce documents which could not reasonably be considered relevant as to whether the claim was valid, or failing systematically to respond to pertinent correspondence, in order to dissuade a consumer from exercising his contractual rights. As you've provided proof that you purchased the item, you can try to argue that having the serial number of the lost item can not &quot;reasonably be considered relevant&quot;. Yes, the contract says that you must provide it, but consumer rights legislation overrides contractual provisions. You may also want to consider dealing with the insurer by email/post instead of by phone, (a) to avoid continuing to waste time on hold, and (b) because if they systematically fail to respond then this may also cause them to be in breach of the above provision, (c) to acquire evidence which you can use later. Escalating If you get no results from the insurer, make a formal complaint to them through their complaints process. Under the FCA Handbook rule DISP 1.3.1R, the insurer is required to provide a complaints procedure. Under rule DISP 1.6.2R they are required to provide a final response to a complaint within 8 weeks. If you are not happy with the response, you can escalate the complaint to the Financial Ombudsman Service which has the power to make financial awards pursuant to section 229 of the Financial Services and Markets Act 2000 (&quot;FSMA&quot;). Doing so is free of charge and is therefore a good alternative to going to court. The ombudsman can also make awards that are not strictly based on law (i.e. they can go further than the courts can) because of section 228 of FSMA which provides that: &quot;A complaint is to be determined by reference to what is, in the opinion of the ombudsman, fair and reasonable in all the circumstances of the case.&quot; You must generally escalate a complaint to the Ombudsman within 6 months of receiving your final response from the insurer (rule DISP 2.8.2R).
What happens is the same as if you were an employee in the office, staying with the company for another few years. You are an agent for the company, and everything you do is as if the company was doing it (except for extreme circumstances). A company employee broke your laptop. It's the company's problem. They should have insurance for this kind of thing. And they told you to work from home, so if something happened because you are at home, that's the company's problem as well. It could be different if your company had told their employees not to have any fluids anywhere near their computers, and you had acted against this. Or my company doesn't allow me to take my works computer with me on a holiday; if I did without explicit permission and it got damaged, that would be my problem.
While it is true that cash is legal tender, this can still be overridden by mutual agreement (i.e. in a contract). So the legal tender status only matters if payment methods were not agreed upon before entering into an agreement. In other words: If a restaurant lets you eat without telling you they do not accept cash, they will have to accept cash. However, if they explicitly tell you they only accept card payments, they can insist on this later. This applies in both the United States, in Germany, and in Canada (see e.g. It may be legal tender, but more businesses are snubbing cash). So to address your points: As I understand the legality would work something like this: 1) I accept the the contract where I agree to pay with card in exchange for food Yes - however, in accepting the contract you also accept that the restaurant is "cashless" (assuming the restaurant clearly tells you so, e.g. by putting up a sign or by saying it in person). I attempt to fulfill the contract to the best of my ability, but am prevented from doing so by circumstances beyond my control Yes. Since you attempted to fulfill the contract, you did not commit the crime of theft (which requires intention not to pay). However, you still owe what you promised when entering into the agreement, which is to pay with a card. At this point I owe the restaurant the money, but since the original transaction failed, this is a debt, which I offer to settle with legal tender No. As explained above, if the agreement stipulates a specific payment method, this generally overrides the "legal tender" aspect. In short: You agreed to pay with a card, so you are required to pay with a card. If you cannot pay with a card, you have not fulfilled your part of the agreement. It is is arguable that it is not your fault, but this does not change your obligation. Now you must either negotiate a suitable alternative (cash, cheque, golden watch...), or come back to pay later with a card. Also, the business may be able to charge you additional costs, such as extra accounting work or interest because of your non-standard payment - that would depend on the details.
A lawsuit is designed to put you in the position you were in before the sale happened. Since the company has already offered you a full refund, suing would achieve nothing except cost you fees; your time and frustration are not legally recompensable. It may be that some consumer-protection office can fine this company for misleading advertising; the case would turn on whether the mistake should have been noticed before customer support sent a false confirmation. If you want to start the process, you should make a formal complaint to your local trading standards/customer service office. You will get no reward except relief to your feelings.