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Help! Online Company Refusing Refund After 30 days
Vege_2
Posts: 8 Forumite
My partner accidentally purchased the wrong size of washing machine back in February circa £700. We quickly realised the mistake cancelled the order both in writing and via telephone within 24 hours so no item was delivered. We were then told we would receive a refund within 30 days. Given that they are allowed to do this I thought nothing more of it.
30 days have passed. I have now sent multiple messages asking where is my refund and also reminded the company regarding their obligations Consumer Protection Regulations and I still have not received a refund. All I got was a message saying their dedicated customer service department is looking into it?
What action can I take now?
30 days have passed. I have now sent multiple messages asking where is my refund and also reminded the company regarding their obligations Consumer Protection Regulations and I still have not received a refund. All I got was a message saying their dedicated customer service department is looking into it?
What action can I take now?
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My partner accidentally purchased the wrong size of washing machine back in February circa £700. We quickly realised the mistake cancelled the order both in writing and via telephone within 24 hours so no item was delivered. We were then told we would receive a refund within 30 days. Given that they are allowed to do this I thought nothing more of it.
30 days have passed. I have now sent multiple messages asking where is my refund and also reminded the company regarding their obligations Consumer Protection Regulations and I still have not received a refund. All I got was a message saying their dedicated customer service department is looking into it?
What action can I take now? We have also incurred further costs because without access to our money we have not been able to pay all bills on time now.
How did you pay for it?
If it was by card speak to your card provider and ask about doing a chargeback.0 -
My partner accidentally purchased the wrong size of washing machine back in February circa £700. We quickly realised the mistake cancelled the order both in writing and via telephone within 24 hours so no item was delivered. We were then told we would receive a refund within 30 days. Given that they are allowed to do this I thought nothing more of it.
30 days have passed. I have now sent multiple messages asking where is my refund and also reminded the company regarding their obligations Consumer Protection Regulations and I still have not received a refund. All I got was a message saying their dedicated customer service department is looking into it?
What action can I take now? We have also incurred further costs because without access to our money we have not been able to pay all bills on time now.
I am assuming you purchased using credit card or finance?
If so contact your card issuer for refund under Section 75 of the Consumer Credit Act. (MSE guide to S75).
If,(VISA), debit card used, then chargeback for goods not delivered.
Chargeback can also be used when a credit card is used.
.Don`t steal - the Government doesn`t like the competition0 -
Thank you for your replies.
For those interested the company is Ultimate Appliances . Following further research on the internet it appears I am not the only one who has been on the receiving end of their customer service.
I phoned my bank regarding this situation (I used a debit card) and they informed they they cannot do anything unless this company provides me with documentation specifying when a refund is due and the specific amount?
The company is ignoring my attempts at communication.0 -
Thank you for your replies.
For those interested the company is Ultimate Appliances . Following further research on the internet it appears I am not the only one who has been on the receiving end of their customer service.
I phoned my bank regarding this situation (I used a debit card) and they informed they they cannot do anything unless this company provides me with documentation specifying when a refund is due and the specific amount?
The company is ignoring my attempts at communication.
So give the bank a copy of your cancellation letter and the order (showing you cancelled within reasonable time), and a copy of the legal thingy that says they have 30 days to refund. That should be all your bank needs.
If that fails, send the company a "Letter Before Action", giving them 14 days to refund you, otherwise you'll take them to court.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Thank you for your reply pinkshoes. I tried explaining this to the person on the phone but to be honest I got the impression they were not particularly informed on how to deal with such matters and their poor English did not help matters.
I will try in person at my local branch tomorrow.0 -
Why have you not been able to pay your bills on time?0
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My partner accidentally purchased the wrong size of washing machine back in February circa £700. We quickly realised the mistake cancelled the order both in writing and via telephone within 24 hours so no item was delivered. We were then told we would receive a refund within 30 days. Given that they are allowed to do this I thought nothing more of it.
30 days have passed. I have now sent multiple messages asking where is my refund and also reminded the company regarding their obligations Consumer Protection Regulations and I still have not received a refund. All I got was a message saying their dedicated customer service department is looking into it?
What action can I take now? We have also incurred further costs because without access to our money we have not been able to pay all bills on time now.
The money in question hadn't even been allocated for household bills - it was allocated to purchase a washing machine, hence her purchasing it in the first place. So i'm afraid to say if you haven't paid your bills on time then it's not their fault - and if you can't pay your bills, you probably shouldn't be buying a £700 washing machine.0 -
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All of which is totally irrelevantOne important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
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