Purchasing on a credit card and not receiving it

bm48

I have a contract to service our vacuum cleaner. During the service I decided to purchase a reconditioned cleaner for £150 and they took my old cleaner away. The engineer told me that I would receive the newish one within 2 weeks but also left a small cleaner as loan in the meantime.

It is now 6 weeks and it took 3 calls to them three weeks ago (they haven't contacted me) to get any form of answer and certainly no delivery date.

I want to cancel the order and get my money back, I doubt I'd get my old vacuum cleaner back. I intend to write to them asking them to refund the money so I can use it to purchase a new cleaner.

I paid using my mastercard and don't know the correct procedure to getting my money back.

Any advice would be helpful

jonesMUFCforever

Ask them first for a refund.
You have to give them a reasonable time to reply - if they do not and the hoover does not turn up contact your card issuer and ask for a chargeback for non receipt.

pjread

I'd make a s75 claim rather than ask for a chargeback personally. the CC company is jointly liable, and effectively the difference is;
chargeback = ask your bank to ask the bank of the merchant to reverse
s75 claim = you guys refund me as you're liable.

others may disagree, but s75 is far stronger IMO.

InsideInsurance

S75 is stronger but it is slower and it is -v- your bank rather than your bank assist you.

In the first instance go for a chargeback, if that fails then you can fall back onto the S75 protection.