Order cancelled but no refund yet

jetfighter

I wonder if anyone had any advice for me.

I recently ordered some bedroom furniture online costing just over £1,000. I'm angry with myself as I didn't properly research the company before placing the order, but after I received an estimated delivery date which was much later than the date given on the website, I got a bit suspicious and Googled the company name.

I found a load of reviews on ReviewCentre saying that the company was, basically, terrible. I emailed them on 10th August asking why there was such a delay with the delivery and have not yet had a response.

I decided I wanted to cancel my order, so I emailed them and requested this. They replied saying my order had been cancelled and that I should contact this particular named person if I had any queries. So I emailed her immediately and asked when I could expect my refund. No response. This was on the 18th and the money has still not been refunded to my credit card.

I phoned them this afternoon to ask for a status on my refund and I got an answer phone message saying their offices are now closed, and that I should ring back from 9.00am-5.30pm, Monday to Friday. My call was at 4.15pm on a Friday so this makes no sense. I was told to leave a message, which I did.

Judging by the awful reviews I've read online, and my current lack of response from the company, what should be my next step? :mad: Any ideas anyone?

I've definitely learnt my lesson from this experience!!!

Allan87

Try them again on Monday around lunch time so it's well within their stated opening times. If it's still an automated message speak with your card provider.

dmg24

Name and shame?!

jetfighter

I have sent more emails (no response) and also phoned them yesterday to ask what is going on. Apparently their "accountant" is the only one who processes refunds and has been on holiday... hmmmm! Well nobody in the sales team or the customer service team has replied to my emails to tell me that, so they can't blame their "accountant".

I've sent another email today and also contacted Consumer Direct to ask about my rights. I think I'm entitled to a full refund within 30 days of cancellation and it's been 14 days as of today since they confirmed my order was cancelled. Still waiting to hear back from Consumer Direct though with any further tips for action I can take.

So frustrating. :mad:

BTW the company is http://www.furnituretoday.co.uk/ so steer WELL clear!

wealdroam

You could try a real letter.

Send it recorded delivery to...

FurnitureToday
The Old Stoneyard
Guildford Road
Runfold
Farnham
Surrey. GU10 1PN

You are perhaps being a little hasty though.
As you say, they have 30 days to refund you.

jetfighter

Perhaps I am, but I've never had to wait more than 4 or 5 days for a refund before. :think:

4743hudsonj

Just go to your CC provider and request a section 75 refund.

Under the consumer credit act providers of credit are "jointly and severably" liable for any purchases over £100 (even if only partially paid by CC). This should be much quicker and its guaranteed.

It may not have been long since you requested it but it saves any hassle later on.

jetfighter

Well, pestering them did the trick. After speaking to them on the phone and sending another email outlining my complaint, they seemed to buck up their ideas and got my refund processed within 48 hours. Then 24 hours later the money is back in my account.

:T :T :T

Thanks for the advice everyone.

prishuby

Hi I am struggling witha similar problem . I ordered two bedside tables three weeks ago and then emailed them a week after the order. As I heard nothing back I surfed the internet for reviews and discovered that this company is unreliable. I phoned them on Saturday and could not get through. Strangely, 5 minutes later a man called Sonny called back and said that he could not refund the money, despite not having the tables as they were discontinued and that he would give me a £25 voucher if I bought something else instead. Anyway I emailed on monday and rang tonight thursday and have not been able to get through. I'm pleased you got a refund, but I'm worried that you were lucky. I guess I need to contact my credit card company and get the money back through them

jetfighter

So sorry to hear of your experience. :mad: That doesn't sound good at all and I don't understand what they mean by not being able to refund you as they're discontinued! So how do they plan to fulfil your order if the stock is discontinued? Or are they saying your order is in their warehouse and they can't send it back because of this?

I would say that unless it explicitly stated on the ordering web page that the item was discontinued and any orders could not be refunded, they have to give you a refund - is the item still available for purchase on their website?

I contacted Tracey on Tracey.C@furnituretoday.co.uk and she is the one who eventually sorted out my refund (though she took her time).

Good luck. I'll keep my fingers crossed for you!

prishuby

Thanks Jetfighter for the email address for Tracey, I'm going to try contacting her next and see where I get. It looks like I may get a refund if I keep persevering, but it is a real disgrace that they are so unprofessional