refund concern / worry

karmasupra

Hi all
I hope someone can give some advice on here.
We are unhappy with some furniture that we purchased from a high street store. they agreed to send replacements, but these were worse and refused delivery(the delivery guys agreed and indicated faults on delivery note). The store manager has verbally agreed a refund, as have their customer services. But there will be no refund until the goods have been collected and shows on their system. That seems OK, but I have no confidence in the company I am dealing with. I feel uncomfortable that they will collect the goods and have over £2,000 of my money. How can I ensure that the refund will be fothcoming?
Any advice would be welcome. .
Thanks
Karmasupra

unholyangel

What is the time line involved? When did they say they would refund?

karmasupra

Hi Unholyangel
The Manager of the store said he would arrange collection within two weeks (from today). They would refund within a couple of days after receiving the paperwork from the distribution centre, where the goods will be returned. My concern is the stalling and haggling that I forsee from this company.
Thanks

vicmorrow

How did you pay? Can you tell us who you bought it from?

karmasupra

We paid with our account debit card. I would rather not disclose the store at the moment as there seems to be quite a few problems with this store on this forum, and would rather keep any bad feeling towards them out of this thread.
Thanks

unholyangel

karmasupra wrote: »

Hi Unholyangel
The Manager of the store said he would arrange collection within two weeks (from today). They would refund within a couple of days after receiving the paperwork from the distribution centre, where the goods will be returned. My concern is the stalling and haggling that I forsee from this company.
Thanks

If you really are that untrusting of the company, take a picture of the delivery mans van (and him too if possible) when he turns up. Have a pre-printed note saying something like "I can confirm I am collecting these goods on behalf of (retailers name). The goods I have collected from (your name/address) are as follows: list the items and then put lines at the bottom where he can sign, date and put the time.

If possible ask for ID and note down any ID/employee number you can see on the badge.


Its a bit over the top but if it will at least give you peace of mind, go for it. If the delivery driver gives you any funny looks, you could always explain to him why you've gone to such lengths (ie you don't trust the company).

However if you paid by credit or debit card....you may be able to request either a section 75 or chargeback depending what type of card you used if the retailer does refuse a refund.


I am assuming you have paid by card as not many people carry £2000 around with them unless buying (for example) a car. Although I may be wrong. So if you did pay by card, especially if it was a credit card......it may put your mind at ease to learn that the card company are equally liable as the retailer.

EDIT: Ah, I see you've answered my assumption while i was typing In case of a debit card, it would be a chargeback.

karmasupra

Thanks for that information, I think I will prepare a collection letter
along the lines you suggest. I have never heard of this section 75 or chargeback, our card is with the Nationwide so I will have to do some research on that.
Thanks for the info:beer:

unholyangel

karmasupra wrote: »

Thanks for that information, I think I will prepare a collection letter
along the lines you suggest. I have never heard of this section 75 or chargeback, our card is with the Nationwide so I will have to do some research on that.
Thanks for the info:beer:

Section 75 is something provided to you under the Consumer Credit Act by law.

Chargeback is something that is part of Visa and Mastercards own policy. So not as strong as Section 75 but usually still helps in a lot of circumstances. To start a chargeback, I believe the claim needs to be made within 120 days of the transaction. If you contact your bank, they should be able to tell you more about it.

wealdroam

OP, read about chargeback schemes here...

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

karmasupra

Wow, thats some good info. Many thanks for taking the time to reply. I think I may be out of time for the chargeback as we paid in August 2011 for the furniture, I will have to look at a diary and work it out. Many thanks Vicmorrow,Unholyangel and Wealdroam, excellent:beer:

unholyangel

karmasupra wrote: »

Wow, thats some good info. Many thanks for taking the time to reply. I think I may be out of time for the chargeback as we paid in August 2011 for the furniture, I will have to look at a diary and work it out. Many thanks Vicmorrow,Unholyangel and Wealdroam, excellent:beer:

There's no harm calling your bank, explaining the situation and seeing if they can offer any help though

Let us know how you get on and good luck!

EDIT: Just to add, even if you can't do chargeback, if the retailer does refuse to refund you can still send a LBA (letter before action) and if that doesnt work, file a small claims against them. However, one step at a time so check calendar, contact bank, give retailer a chance and if it goes sours, we can give you further advice