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Item returned, No refund?

Just wondering where I stand? I'm pulling my hair out over the lack of customer service here! I've set it out by date to make it a bit easier to read...

11/02/12
Ordered pair of shoes, the company do not hold stock and order on from the USA. Paid £57.70.

20/02/12
Emailed to cancel order, as I converted the sizing wrong. As the shoes were still yet to arrive at the company and were far from being dispatched, the company cancelled the order and advised me I'd be refunded in up to 14 days. Strange, but okay, fine.

25/02/12
The cancelled order arrived! Signed for 1st class too, which meant they were most definitely sent after I'd cancelled. I emailed the company straight away, and got a reply stating they'd not taken my order slip out of the drop box. Said to return the item and they would process a refund the very same day it was received, or the next day at the latest.

27/02/12
Monday, able to get to the PO and sent the parcel back tracked & 1st class. Sent the tracking number to the company.

02/03/12
Emailed company as the tracking number showed the parcel had been delivered, and requested the refund as promised.

05/03/12
Company replied stating my returned parcel was not on the list their warehouse sent, and that they'd double check.

I've chased them up again today (06/03) but no reply, where on earth do I go from here? I know the parcel was delivered to them last week, yet I'm still waiting for my money for an order that they sent in error after I cancelled anyway. Any help would be much appreciated guys!

Comments

  • samsmoot
    samsmoot Posts: 736 Forumite
    If you still have not got your money I would send them a polite reminder letter - recorded delivery - and that should do it.
  • samsmoot
    samsmoot Posts: 736 Forumite
    Or send a firmer email.
  • samsmoot
    samsmoot Posts: 736 Forumite
    Ultimately you have the threat of a court claim, which is already won by the looks of it, so it's there if you need it.
  • wealdroam
    wealdroam Posts: 19,181 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    On 20 Feb they told you they would refund within 14 days.
    Reasonable... they do have upto 30 days to provide the refund.

    On 25 Feb you told them goods had arrived they promised to process the refund that day.

    Is it possible that having said they would process the refund on that day, they then realised it would be prudent to delay the refund until they got the goods back from you?

    Also, 'process the refund that day' is not the same as 'the money will be in your account that day'.
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