Elusive refund-help!

lizziebe

Hi

Back in March I ordered a coat from an on-line clothing company, when it arrived I wasn't happy with it and quickly returned it(well within the cooling off period and paying for the rgistered delivery the company requested). I received an email confirming that they had recieved the return and my refund would be redited to my card within 2weeks. It still hasn't shown up, I have been on the phone with them and emailed and was assured that the matter would be sorted out..that was almost a month ago!! What can I do to get my money back as they seem to be ignoring my last emails and their customer no. is always on answer phone?!

Thanks,
An out of pocket lizzybe

The_Pedant

First action I would take would be to send a letter to them, recorded delivery.
Under this, summarise the key dates and point out that under the terms of the Distance Selling Regulations 2000, section 14(3), they are obligated to refund any amounts due within 30 days, beginning with the day on which notification of the cancellation was received.

As no further action has been arranged at this time, I would probably end stating that you are giving them 7 days to rectify the matter before taking the matter further.

You could contact the local trading standards to enquire if the company is known to them at all.

Unfortunately, if that fails, and pressure from trading standards is not enough to prompt action, then about the only remaining option is to pursue a small claims action.

A letter is usually sufficient to get the desired response though.

diable

Was it a credit card payment? as you may be able to do a charge back.

lizziebe

Thanks for the advice. I did send them an email outlining all the information/dates/ref. no.s etc and this is when I got a reply apologising and assuring me that it was mistake by their “accounts dept” and would be solved within the week! Maybe a formal letter would be more appropiate at this stage though.

I will get in contact with the trading standard authority as it all seems a bit dodge to me!

Thanks again for the help.

lizziebe

Yes it was a credit card payment-whats a charge back?!
Thanks,

Liz