Promised refund has not materialised

ahillsy

Hi all,

Would really appreciate some advice on this.
Where do I stand if I've been formally offered a refund as a result of raising a complaint about a product/service, but the refund doesn't materialise?

I've had an ongoing complaint raised for nearly 4 months now with Moss Bros. About 1.5 months ago I was finally offered a partial refund which I accepted (all communication via email to customer services). I finally received a cheque in the post nearly a month ago, but they'd sent me someone elses. So I sent it back recorded delivery and despite chasing, have not had any further response. It's just one of a huge number of ongoing problems I've had when dealing with them as they don't deal with customers at all well and I'm fed up of chasing.

So I wanted to find out, is there some form of legal obligation to honour a refund that has been promised if I have proof they offered it to me?

bitemebankers

Do you have confirmation of intent to issue a refund in writing?

ahillsy

I have an email of their offer and a written letter which came with the "refund" that included the wrong cheque