Struggling to get refund from Homebase!

LISALALA

I am having a major problem getting a refund from Homebase online. I purchased some laminate flooring online on the 18th July, as there was a special offer on at the time. The flooring was buy one pack, get another half price, then an extra 10% off for buying online. Too good to be true it seems! When the order was confirmed, they stated that delivery would be within 10 days of order. The underlay and floor trims came within a week but no laminate! My husband rang and they said it was being despatched and would be delivered as stated within the 10 days, so before 28th July. We had organised a flooring specialist to come and lay the flooring on 30th July, as he was going on holiday on 30th July for two weeks and had various work commitments on his return.
I then received a phone call on 27th July from the couriers to say they would deliver on Monday 2nd August. I explained to him that we were told we would receive the flooring no later than 28th July, and had organised the fitter. His reply was that Homebase shouldn't promise customers delivery dates without checking with the couriers.
I then spoke to a customer service manager at Homebase, to whom I expressed my dismay, as by this time we had removed our carpets in preperation for the new flooring. At first she said there was nothing she could do but after a rather heated discussion, she agreed to cancel the order and refund me the £425.00. I agreed to then go to my local Homebase store and collect the flooring, which she had reserved for me, which I would have to pay for. As the flooring was full price in store, she agreed to send me a cheque for £42.50 for the 10% difference in price.
It is now 2 weeks since the order was cancelled and I am still waiting for my refund. I rand and spoke to another customer service manager on Sunday 1st August, who informed me that the online order had been cancelled as agreed, but that refunds usually take 7-10 days to show on accounts.
By Friday 6th August I still hadn't received my refund, so rang and got yet another manager who explained to me that his computer system was showing that the order had been DELIVERED! I had to go through the whole long story again with him and eventually he said that he would contact the financial department and instruct them to process the refund which should take around 3 days.
I am still waiting for this money and am now starting to get rather annoyed but am at my wits end as to what to do next, as all of these Homebase so called 'managers' seem to be a bunch of idiots:mad:...Please help!!

dreamypuma

Have you tried the ancient forgotten art of writing? I find that a letter is far more effective that phoning or emailing.

LISALALA

No not yet, could try that though. I was thinking if I still have no joy by the middle of this week, I will ring Barclaycard as I paid on my credit card and see if they can help.

somethingcorporate

LISALALA wrote: »

No not yet, could try that though. I was thinking if I still have no joy by the middle of this week, I will ring Barclaycard as I paid on my credit card and see if they can help.

I doubt they will be able to do anything because you have already had a "full" refund for the money that you paid.

The additional 10% was a goodwill offer from Homebase so it appears that you will have to be persistant with chasing them.

LISALALA

No I haven't received any refunds at all. I wouldn't be stressing out if it was just £42.50, but £425.00 is a lot of money. Sorry if my original post wasn't very clear, I did waffle a bit!!

magpiecottage

In that case yes you can go to the card issuer.

Generally the Distance Selling regulations allow 28 days for delivery (which would be next Sunday) so you would need to make clear there was a contractual commitment to deliver sooner and provide supporting evidence.

somethingcorporate

LISALALA wrote: »

No I haven't received any refunds at all. I wouldn't be stressing out if it was just £42.50, but £425.00 is a lot of money. Sorry if my original post wasn't very clear, I did waffle a bit!!

Oh, my mistake. I read it as only the extra £42 you were waiting for.

They do have 30 days to refund (under the DSR) but if you do continue to have problems then do exactly as magpiecottage has instructed and go straight to your card company, they will be much more responsive and pursue Homebase on your behalf (usually after refunding you the money themselves).

Good luck.

Mankysteve

Why do people order thing and arrange a fitter to come before they have the items its such a faceplam event. I know it pain waiting a bit longer after you've received the stock but its not worth the risk of the cost.

It can take upto a month for refund to clear sometimes. usally 5 to 6 working max thou.

LISALALA

Thank you sirmarcus, I will email him straight away! Wish me luck!!

somethingcorporate

LISALALA wrote: »

Thank you sirmarcus, I will email him straight away! Wish me luck!!

Let us know how it goes. Personally I'd go to the card company as they tend to shoot first and ask questions later, which means you get your money back quicker!

fozmcfc

sirmarcus wrote: »

Escalate and complain to Terry Duddy, Chief Executive, Home Retail Group (Argos and Homebase) via sending email to [EMAIL="histerry.duddy@homeretailgroup.com"]his secretary to be passed onto customer services[/EMAIL]

Good luck and hope this helps.

OP ignore this deluded troll, do you really think that the CEO has time to be reading customer complaints.

The email will just end up getting passed on by a secretary to the customer service, if it doesn't get loss that is.

Others have given you better advice about contacting the card company.

Good luck!!