Is Best Accessories UK a scam website?

QI paid £126 for a Bose Soundlink Mini II Bluetooth speaker from Best Accessories UK ( http:// best-accessoriesuk.com). The unit I received was faulty and covered in felttip pen marks. Although the website provides an address in London, I was told to send the speaker back to China. The company claims it never arrived, however, even though I have proof that it did, and is now refusing to return my emails. Have I been scammed?

Howard Mallen

AWe’re not sure whether it’s a scam or merely poor service, but we wouldn’t read too much into the fact that Howard had to send the speaker back to China. After all, it’s not unusual or illegal for companies to source goods from abroad. More concerning is the fact that the website doesn’t make it clear when customers make a purchase that they will have to return faulty items to China rather than the London address. We’ve found many similar complaints online about Best Accessories UK, so we’ll dig a little deeper. We’ve emailed the company to ask where it is really based.

Whatever the response, Howard will get his money back. That’s because he paid by credit card, and so is protected under section 75 of the Consumer Credit Act. This says that if a sale goes wrong, and the amount spent is between £100 and £30,000, the credit-card company bears equal responsibility with the retailer for putting things right.

Howard should now make a claim with his credit-card company for the cost of the speaker, and for the postage to China. He will need to give the company all the paperwork, including his emails to the site and his proof of postage and receipt of the goods in China.