Debbie Arthur´s profile

Reviews (1)

Simply Electronics Ltd.


I Ordered an I-pad and paid by credit card - the money was taken from my card the same day. Three days later, I received the following:

As part of our ongoing efforts to protect our customers from credit card and internet fraud, we would like to confirm your order and billing details through a verification process. Hence, we would like to request the submission of the following documents:
- A proof of Billing Address in the form of a Utility Bill (We need either a current gas, water or electricity bill no older than six months).
The submission of the following is OPTIONAL, and may assist us in speeding up the verification process:
- Photographic ID in the form of a passport or driving license.

Alarm bells starting ringing, but I telephoned them and was told that a utility bill would be acceptable and they wouldn't need further ID. (I still wonder what use my passport would be as the only information they have and my passport contains is my name.) I sent my utility bill and the next day received the following:

As much as we appreciate the business you bring to us, it is with regrets to inform you that we are unable to process your order further. As a result, we had to cancel your order and with your best interest in mind, a refund would be processed as soon as possible. Alternatively, should you be willing to make a bank transfer payment we can offer you a 2% discount on the order value. We would not require any verification on your part and best of all our Sales Team will communicate directly with you on the order process and payment instructions to ensure a smooth transaction. Simply send us an email and quote your order number using the Sales Enquiries channel on our Contact Us page or call our Sales hotline directly to take up the offer. More details can be found here:

As they have had my money for 5 days now - why is it okay to process the order by making a bank transfer payment? I contacted them again and was told that 'due to security reason we are unable to divulge the information and unable to reinstate the order' but a refund was being processed. Twenty three days has now passed with no refund. Birthday tomorrow and I have no present and no money to buy it with. Great! I have sent further emails in this time (to the email address that all other messages had gone to - and it wasn't a 'do not reply address', but I have not had a single reply.
For some extra information, I have not changed my address or other details for as long as any company would care about - I appear with the same name and address details on electoral roles and with credit reference agencies and do not have a dodgy past. They had the money what was the problem.

Refund now received - It took 5 weeks with a claim through my credit card and a review on Trust Pilot. Birthday surprise ruined - thanks!

19 April 2013

Reply from Simply Electronics Ltd.

Dear Debbie,

Refund has been processed as requested, please do check at your earliest convenience. We'd also like to apologise for your experiences during the processing stage of your order, and will review your case in order to minimize the chances of affecting genuine customers.


Vanessa Carroll

Debbie Arthur´s profile

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Debbie Arthur
United Kingdom