No refund yet

Ninaeve

Hello,


Really hoping for some advice with company that is not returning a refund. Sorry so long, want to give all details I can.

We rang Singers Direct to order a Polti 3000 Lux that they advertised on their website, and still advertising is available(which we now know if no longer available or manufactured).

Once we place the order over they phone, they said we should received the item in the post in a few days. Parcel never arrived, we contacted Singer direct. They apologised and said we'd receive by following week. no later than Thursday.

Following week parcel still hadn't arrived, we again contacted Singer Direct, and they apologised again and mentioned Polti had closed for holidays and would get it out as soon as possible.

The parcel finally arrived, but to our disbelief it was not the model we ordered and was a cheaper model than we'd paid for.

We contacted Singer Direct yet again, they informed us that the model we had ordered was no longer available as its not manufactured anymore (yet they are still advertising this on their website as I write this).

We informed Singer Direct that the wrong model was sent, and also pointed out that they had charged us for the more expensive model and sent us a cheaper one, also told them we'd like to return item and asked for a refund.

From this point on Singer Direct was quite rude and once they got information from us to pick up the parcel, they put the phone down on us. There was no point that we were were rude to this company in light of all the run around we received.

We contacted Polti to ensure the parcel was returned, Lindsey from Polti, assured us that parcel had arrived back with them.

I contacted Singer direct again(at this point parcel had been received back by Polti for 2 weeks) Made Singer Direct aware that we had not received a refund yet. Their response was it can take 10 days for refunds to be issued.
(It had already been well over 10 days).

Contacted them again couple days later to let them know it had indeed been over 10 business days since Polti had received parcel back as was confirmed by Polti employee. Singer Direct said they would return money on the 7th June (Friday).

Contacted Singer again as money is still not on account this morning and received an email saying only "Refund was sent last week" It hasn't been returned to our account, the withdraw is there though.

Refund is still not with us, despite our best efforts. I've checked bank account several times since writing this. I'm becoming distressed with having to deal with such a company with such bad customer service, and unwillingness to return our money. Do not know what to do now. We have been dealing with this since the end of April and just want to be finished dealing with such a business.

Advice is greatly appreciated. Thank you if you've made it this far.

pinkshoes

I believe they have 30 days to refund.

How did you pay for the item? Credit card?

Have you been contacting Singer in writing?

EllenorR

Ninaeve wrote: »

Hello,


Really hoping for some advice with company that is not returning a refund. Sorry so long, want to give all details I can.

We rang Singers Direct to order a Polti 3000 Lux that they advertised on their website, and still advertising is available(which we now know if no longer available or manufactured).

Once we place the order over they phone, they said we should received the item in the post in a few days. Parcel never arrived, we contacted Singer direct. They apologised and said we'd receive by following week. no later than Thursday.

Following week parcel still hadn't arrived, we again contacted Singer Direct, and they apologised again and mentioned Polti had closed for holidays and would get it out as soon as possible.

The parcel finally arrived, but to our disbelief it was not the model we ordered and was a cheaper model than we'd paid for.

We contacted Singer Direct yet again, they informed us that the model we had ordered was no longer available as its not manufactured anymore (yet they are still advertising this on their website as I write this).

We informed Singer Direct that the wrong model was sent, and also pointed out that they had charged us for the more expensive model and sent us a cheaper one, also told them we'd like to return item and asked for a refund.

From this point on Singer Direct was quite rude and once they got information from us to pick up the parcel, they put the phone down on us. There was no point that we were were rude to this company in light of all the run around we received.

We contacted Polti to ensure the parcel was returned, Lindsey from Polti, assured us that parcel had arrived back with them.

I contacted Singer direct again(at this point parcel had been received back by Polti for 2 weeks) Made Singer Direct aware that we had not received a refund yet. Their response was it can take 10 days for refunds to be issued.
(It had already been well over 10 days).

Contacted them again couple days later to let them know it had indeed been over 10 business days since Polti had received parcel back as was confirmed by Polti employee. Singer Direct said they would return money on the 7th June (Friday).

Contacted Singer again as money is still not on account this morning and received an email saying only "Refund was sent last week" It hasn't been returned to our account, the withdraw is there though.

Refund is still not with us, despite our best efforts. I've checked bank account several times since writing this. I'm becoming distressed with having to deal with such a company with such bad customer service, and unwillingness to return our money. Do not know what to do now. We have been dealing with this since the end of April and just want to be finished dealing with such a business.

Advice is greatly appreciated. Thank you if you've made it this far.

How did you originally pay for the item?
You mentioned your bank account and a withdrawal :huh:

The supplier's return policy is here
http://www.singerdirect.co.uk/returns/221.htm
Did you follow it?

Ninaeve

We paid by debit card, return was arranged same day it was delivered on, parcel was never opened.
sorry for edit, responding to questions I've missed. I have been in contact with them many time by phone, email and their chat box on their website.

Ninaeve

Finally had a response, apparently it can take 10 days from the time they issue the refund to show up on our debit account.
Will wait ...again.... and update in a couple weeks.....:(
Why doesn't it take 10 days withdraw money, was nearly instant?