Comfomatic Limited Mr Mike McNicholas, Mrs Eleanor McNicholas, Miss Joan Crawford A bed sales company which will take a deposit of 600 from an 80-year-old lady and keep it, even when the order is cancelled. Internet

  My aunt has been refunded her deposit and Comfomatic Ltd have kindly explained the facts of the situation to me in a solicitor's letter. I therefore retract the statements made in my previous report.

Janette S

At Comfomatic we are deeply saddened by this misleading, unjust and unfair representation of our business. We work hard to ensure that our customer experience is a positive one. We have many hundreds of satisfied consumers. Please visit our website www.comfomatic.com and view the unpaid testimonial videos of customers who love what we do.

The facts of this case are simple. The customer ordered a product on the 3rd November 2011. On the 11th November 2011 the customer would not accept delivery. In UK law, a customer exercising their right of cancellation must do so in writing. We make it as easy as possible to cancel by accepting cancellations by email, fax, letter and we even provide the consumer with a form to complete should they wish to cancel.

On this occasion we asked the customer to confirm cancellation in writing, this was the legally correct thing to do. We received the written notice of cancellation at our new office on the 24th November 2011(it took a little longer to reach us as it was re-directed from our old London address). A search of the net will reveal press releases issued by the property developers announcing our move into our new head office on the 14th November 2011. 

We refunded the customers deposit on the 2nd December 2011, just 6 working days after we received the customers written notice of cancellation.

Contrary to the claims of the customers niece, Janet Stuart, we spoke to her 3 times on the 18th November 2011, each call is recorded. During these calls she was abusive and confrontational. We clearly told Mrs Stuart that we would refund the customers deposit, this is recorded. Finally all of our calls come through our central switchboard; Mrs Stuart clearly had that number and had no difficulty contacting us via that telephone number. By using a central switchboard callers speak to a person rather than a system, calls are directed to the most appropriate member of the team to deal with the call and all customer service calls are recorded. 

In summary there is no rip-off here, we are a company dedicated to helping our customers enjoy a better quality of life, we treat consumers fairly, honestly and ethically.