Online Purchase Refund Problem

clavius_2

Hi. Any suggestions on how to proceed gratefully accepted.
I purchased some jewellery online in June from a company called Nuttalls of Chester. On arrival the item was not as expected and was returned immediately strictly following their returns proceedure and adhering to all terms and conditions. They acknowledged return of the item and, as per their terms and conditions, promised a full refund within 30 working days. It is now 35 working days since their acknowledgement and inspite of several emails and one completely unhelpful response over the phone, still no refund. Any advise on next steps please?:(

shortchanged_2

Send them a letter before action, i.e have it contain something like; as you have not refunded my money you are in breach of contract and therefore refund my money within the next 7 days or I will commence court proceedings against you to recover my losses.


The only other problem is they could be in financial difficulty hence no refund.

unholyangel

How did you pay for it?

clavius_2

Credit Card, already been on to them to check no refund received. They are sending forms to claim under section 75. As this takes a while I was hoping for suggestions for a quicker solution.

unholyangel

clavius wrote: »

Credit Card, already been on to them to check no refund received. They are sending forms to claim under section 75. As this takes a while I was hoping for suggestions for a quicker solution.

Not one i can think of i'm afraid. Section 75 gives you the same rights from your credit card company as you have from the retailer for transactions over £100.

Visa also have their own chargeback policy but is less reliable as section 75 is a legal right.

You could try sending a LBA as suggested (recorded delivery ofc) giving them 7 days to process your refund and see if that works. Recorded delivery is £1.15 at present i think (or at least it was 2 months ago )

Good luck and keep us updated.

hollydays

https://forums.moneysavingexpert.com/discussion/2577557nuttalls+of+chester

https://forums.moneysavingexpert.com/discussion/2273133

3rd complaint this year
I take it it wasn't bought on ebay?


Nuttalls of chester

Edit-they had their ISIS accreditation withdrawn in April 2011

clavius_2

No, not bought on ebay. Sent a letter asking for refund within 7 days approx 10 days ago and haven't recieved a reply or refund yet.
Am in the process of completing forms from card company regarding transaction refund.
Have also spoken to the director of the British Jewellers Associasion (Nuttalls are a member and display their logo on their website). Very helpful, promised to speak to Nuttalls on my behalf and hopefully get me a rely within 24 hours.

clavius_2

The British Jewellers Association was the way to go. Two days after their cheif exec said he would contact them on my behalf I have finally receive my refund. Thank you BJA.

Freddie_Snowbits

Thanks for coming back

DoctorBob

Hi, I have also had a problem with this company.

Ordered earrings on 4th December (a perfect match for a pendant bought for our 30th). After 2 weeks, they finally said they were "on order" and specially made (seems like the usual story from them elsewhere). Nothing seemed to happen and both their phone lines said their BT mailboxes were full, so could not leave a message. This set more alarm bells ringing. So, I contacted my credit card company and also sent them a registered letter asking for a full refund as they sent me an email (after much bugging and saying I will involve my CC company, the Trading Standards as my wife works for them, and also my family solicitor), which said they were no longer made and as a goodwill gesture will offer me 10% off anything else.

The dispute dept of my CC company set things in motion after the appropriate time. I got an update on 31st December saying a refund was in the post - but to date nothing has arrived.

I would guess they have said this to avoid the CC company clawing it back - time wasting I reckon.

How long should I wait until I ask the CC company to continue their action? The dispute is on hold at the moment.

Regards

DB

SallyG

I'm still waiting for a refund for an item bought via DFS Direct that was delivered damaged.
They agreed to a full refund and the damaged item was collected by their local store a month ago but no sign of the refund in my bank yet.
Last statement from DFS was that it wasn't "actioned" until Jan 4 when I rang them to ask where my refund was and it could take 10 days from then to appear in my account.
When does the 30 day countdown for refunds start?