Floors2go Not refunding me - please help

ModelTenant

Please read below my experience with Floors2Go over the last month.

over 4 weeks ago....
Found a nice wooden floor and was assured it was in stock (100% guarantee it will be with you next week).

The following Monday
Got a call and told that it was not in stock and would take 6 weeks to arrive so I cancelled order and asked for a refund - was told I had to come into store to sign some forms. They don't refund on card for orders over £250

The next day
Went into store and they spent 20 minutes looking for the forms and said "oh its ok we will sort it and you will have a cheque within 2-3 days."

10 days later
No sign of cheque - called in to complain to head office and they were quite rude but guaranteed me I'd have the cheque in the post by the following Monday.

The following Tuesday
Went ballistic at them, head office said they were yet to receive refund request from Stockport branch! Stockport branch said it was not their fault.

Floors-2-Go don't even seem concerned by the fact I have been out of pocket for over 3 weeks now and every time I call I get the same answer with the same result. There is no way I would every buy anything from Floors to Go again.

Any idea what I can do?

Horseunderwater

Did you use a credit card? If yes do a charge back with credit card company.

bod1467

I think they technically have up to 30 days to send you a refund. But it sounds like that is past.

Option 1 - WRITE to them demanding a refund within 7 days else you may raise small claims court action. You could also include out-of-pocket expenses (e.g. fuel costs to visit the store to get the refund, phone call costs, the cost of recorded delivery of that letter).

Option 2 - If this was a credit card then you may be able to invoke Section 75 protection to get the money back. If a debit card then you may be able to invoke the chargeback scheme for non receipt of goods.

ModelTenant

Thanks a lot guys. Anybody else have this experience with Floors2Go? What is the best way to deal with a cowboy outfit who refuses to give your money back?

MamaMoo_2

I did my whole house in laninate from there. It started peeling, and I wrote to them to invoke the guarantee. However, they're repeatedly in and out of administration, each time they do this, previous guarantees are invalid.
I waited a month or so, and both B&Q and Wickes had a similar floor in stock, a few £ per pack more, but B&Q had buy 2 get 1 free, and Wickes had 33% off, so both good offers.
I went to B&Q, Dad went to Wickes. Both floors have been much more durable, and both companies a lot less likely to dip in and out of administration.
With regards to your situation, follow Bod's advice

shocky_2

Simplest way is to deal with your credit card company (or debit card protection scheme).

Otherwise it is threatening head office with small claims court, and following through if they don't deliver.

somethingcorporate

They are evidently useless - credit card would likely be quickest resolution.