A little help please with Topps Tiles

hillsmel

Hi everyone,

I'm a bit new to this so please be gentle, I'm looking for a bit of advice :-)

Basically at the end of January I wanted to replace my flooring in my kitchen, so after looking around online I found Topps Tiles were doing a pretty decent offer. So I ordered up 10 packs costing £155.34 - I had a confirmation e-mail sent to me, and then I heard nothing from them for a week (although they had taken the money for the items already). I then had a phone call the following week informing they were out of stock and I would have to wait another week for them, I then asked if they had any in their stores as I would try to get them from there instead. They informed me they did have them in stock in the store, so I cancelled the online order.

The customer services guy told me that I would be refunded the following friday (5th feb) as they only do refunds every friday apparently. So I decided to wait a week to see if it had gone through again and it appeared the money wasn't in the bank. I rang up Topps Tiles on the 12th to find out what had happened, they said the money had gone through and I should just wait and see what happens.

The money is still not there, and they are telling me that the money has gone through... I've never had this happen to me before so I haven't got a clue what I'm supposed to do at the moment! What should I do? What are my rights?

Thank you so much for reading!

hillsmel

Bump, is there anybody that could give me advice at all? please.

Thank you in advance.

tillergirl

I know it's not right but you basically need to pester them until it gets sorted. Tell them that you are appauled by their level of customer service and that you wanted the refund so you could go and spend the money in one of their stores as opposed to online in order to get the product faster, but now you intend to go elsewhere. Had they dealt with you properly you would have purchased from them, and when friends and family had seen your new floor you would have been telling them to go to Topps Tiles. Now when people see your floor you will be talking about Topps Tiles - but not in a positive way. I would even say they could still retain your custom at this point as you've not made your purchase if they could offer some discount to compensate for the poor customer service, numerous telephone calls and inconvenience.

Any good manager or sales person will want to retain your custom.

Mankysteve

unfortunately it can sometimes take upto 30 days for money to transfer. I would phone them again to check though.

hillsmel

Hi everyone thanks for the replies!

Tillergirl, I will ring them today and try to use that approach! :-)

Steve, I didn't realise it could take up to 30 days for the money to transfer, thank you for telling me that! I will ring the bank today just to see if anything is going through.

Mankysteve

Its very rare from what I understand had to wait two weeks for a refund to come though before though.

JHONNYCASH

if they are saying the refund has been proceed i would'nt put blame on topps tiles as yet, from my experience with banks i know refunds could take upto 30days to clear,this is down to many varied reasons the major one being depended on when the refund was actually done and when the banking inter-changes take place, however funnily enough by law companies have 30 days to process a refund so personally i would say if it is still within 30 days you have nothing to worry about