Tack Direct / General Trading Practices

1 Edinburgh, Scotland, Central, United Kingdom Review updated:
Contact information:

I ordered a jacket for my daughter and upon receipt we found it too big. The website states no quibble refunds so I emailed Tack Direct to arrange return and a refund. I was then told that I would be debited an admin fee for cancellation of the order. I did not accept this as this is illegal under the Distance Selling Regulations.

I retuned the jacket at my expenses and unfortanately I did not return it to the returns department but to the office address on the email correspondence. I accepted my error and offered to pay the Royal Mail postage to send the jacket to the correct address. Before I had time to do this they had sent the jacket by courier and charged me £8.00 without any authorisation.

They have you "over a barrel" as they have the goods and your money and obviously are happy to deduct any charges they want.

I have contacted Trading Standards and am in the process of making a complaint. I would urge others to do the same as this company is breaking the law.

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  • St
      29th of Nov, 2013

    I ordered on line some boots for £90. They emailed me to say they couldn't supply my size. I cancelled my order 2 months ago and can't get a refund out of them !! Now the 0845 on the website doesn't exist anymore. BT gave me a number 01312255182 and this number just rings and rings. Think they have gone bust. And it will be contacting my solicitor !!!

    0 Votes
  • Rh
      25th of Dec, 2013

    Ordered a under rug with neck on the 11th Nov still waiting for it, have emailed them on lots of occasions and the last email they sent me they said they were getting more stock and they would send me one !!! Have not heard from them since so i think they have gone bust.

    0 Votes
  • Sm
      15th of Jan, 2014

    Well ive order bit on 9 /1/14 still not arrived ive also tried ring the number just doesnt ring, sent to emails still nothing were do i go from here

    0 Votes
  • Su
      27th of Jan, 2014

    do not order from them. I ordered a pair of gloves at £19 last Monday - they havent arrived and the telephone number is invalid. Its disgraceful. I am contacting Trading standards but dont hold hope of getting the gloves or my money back

    0 Votes
  • Mi
      20th of Feb, 2014

    I too ordered to the value of £128, but cancelled by email on reading the many complaints about Tack Direct. I received one email telling me my cancellation had been accepted and another saying my refund had been authorised. But no refund has been received. Like everyone else I tried phoning (number unobtainable), emailing (almost every day), no reply till a couple of days ago when I received a reply containing a "copy of refund authorisation" which actually stated that it was awaiting authorisation! The person (Chris Douglas) said the problem was with Worldpay. I telephoned the Worldpay number Tack Direct gave and spoke to a very nice but obviously exasperated chap who told me he had received many calls from people complaining about goods and refunds not being received. I read on another forum that the company, owned by Huan had been "struck off" so they should not be trading surely and their website should be stopped. My credit card company are investigating this for me, but I am also making my own enquiries and intend to inform as many media outlets as I can to stop these people. No-one likes cheats and thieves! From Mim.W

    0 Votes
  • Sh
      10th of Mar, 2014

    Also happened to me, ordered some jodhpurs and cancelled the next day after seeing loads of nightmare stories, also received the refund accepted message and response from the email but still awaiting refund 10 weeks later and now get no reply off them or anything! Surely if they were bust the online site should not be trading still as I've been told by the fraud squad

    0 Votes
  • Lc
      17th of Mar, 2014

    I stupidly ordered a pair of breeches on the 21st February 2014 and after many emails and ringing the the 24 hour order number have not been able to get hold of them. Wish I had checked the company out beforehand. Why is the internet not policed and these people stopped? Very cross at my own stupidity!!

    0 Votes
  • Ma
      13th of May, 2014

    I ordered an outdoor rug for my horse from them and paid £160 on 5th April 2014.
    When I received no confirming email I contacted them and was told it had not been "authorised" despite it being paid! They were "so sorry" and the rug would now be on it's way. When it failed to arrive I contacted them by phone and was told it was out of stock and offered a different brand of rug which I didn't want. I requested a refund and on the 23rd April I received an email confirming that my refund would take 7 - 10 days. I emailed them to enquire why a direct debit refund would take so long. No response also no refund. I have handed this over to my bank and emailed them to advise them I would wait 30 days before taking legal action. DO NOT ORDER FROM THIS COMPANY

    0 Votes
  • Ja
      16th of Jul, 2014

    I ordered a pair of boots, at £60 in March 2014, was informed that they were on back order. They never arrived. I did get a phone call saying the container hadn't arrived in the country, and I just had to wait until it was in. Another supplier got me the boots, so I knew the container had landed. But Tack Direct just ignored me. Phone line wasn't answered, I asked for a refund and was ignored. Couldn't recoup my money from Paypal because too much time had elapsed. Sickened.

    0 Votes

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