The only trouble with threatening charge them for solicitors time is that if they are used to treating people like this (and tbh it sounds like they are) they will be aware that the value of a DVD player would be issues to the small claims track through the county court, in which case the opportunity to recover costs are virtually non-existent with regards to solicitors, because they are discouraged at this level. The opportunity to claim other costs at this level is also very restricted.
Did you pay for the item by Credit Card?? Because if you did, you could contact your Credit Card Company who may well have a system in place to recover your money etc.
Unfortunately, for the cost of a DVD Player, legal action really isn’t worthwhile in my opinion because the cost of issuing a claim will probably be more than the item is worth.
If it were me, I would fire off a letter something along the lines of the following letter, wait the 7 days and then complain to Trading Standards.
Dear Sir/Madam
INCOMPLETE DELIVERY OF ORDER REF:.............
With regards to the above referenced purchase by myself of two DVD Players from your company, you will no doubt be aware that I have, to date, only received one of the previously mentioned DVD Players.
I have engaged in numerous telephone conversations with countless numbers of your staff, all of which have promised that a superior member of staff will contact me as a matter of urgency. Needless to say, this has not yet happened and I must say that I now feel that your staff are deliberately attempting to avoid dealing with this matter.
I have copies of all of the documentation relating to this transaction and it appears clear to me that when I made full payment to your company, we entered into a legally binding contract that would result in your company supplying to me the items that I had paid for. As you have so far failed to complete delivery of both items, I believe that your company is in breach of the previously mentioned contract.
I have evidence that I have paid for two units as well as proof that I have only received one unit. Should your company continue to refuse to provide me with the goods that I have paid for, I will have no option but to commence proceedings through the courts in order to recover the goods that I am owed. Should I be forced to take this action, I will also request that the court grant compensation for my time and the stress involved in dealing with this unacceptable situation.
Should this action be necessary, I will also be forced to lodge an official complaint with Trading Standards and any other relevant authority with regards to the manner in which you have conducted yourselves in this matter.
Please confirm to me in writing, within the next 7 days, that you will be either dispatching to me the missing DVD Player immediately or providing me with a refund for the full cost of the missing unit and half of the total postage costs, with immediate effect. Failure to contact me with regards to this matter will result in legal action commencing against you without further notice.
I look forward to hearing from you.
Yours faithfully
Mr xxxxxxxxxxx
Hope this is of some help.
ALL OF MY POSTS ARE JUST MY OPINION AND ARE NOT TO BE TAKEN AS ANY FORM OF ADVICE OF INSTRUCTION