Help! Not receiving refund even though I am entitled

chunderdragon

(Sorry if this isn't the right place to post- I'm new!)

I bought some glasses from Direct Sight and then returned them a few days later because I looked stupid in them. I have been told by Direct Sight that they received the item back and that they would refund me my money but its been weeks and I still haven't received a penny! They are not responding to my emails or answering the phone and I paid through my debit card (they do not offer paypal or I would have used it ). What are my options?

(Incidentally I am also having the same problem with an item ordered from play.com.)

rustyboy21

Have you read their T&C's? Were they prescription lenses?


from their sites T&C's...


http://www.directsight.co.uk/terms


5. Returns and Refunds
We offer a 30-day return policy. You must notify us within 7 working days of receiving your Goods if there is fault or damage to your product(s). If returning items, the product(s) needs to reach us within 30 days from the date of dispatch printed on your dispatch note/invoice. Returns must be in original condition and with all accessories (e.g. cloths, cases, etc). Please include a covering letter with the product(s) stating the reason for your return. All refunds will be made via the same method of payment. Refunds will be processed the same day the return is authorised, but may take up to 28 working days to appear in your account. You will receive a prompt email to confirm your return request has been accepted.
As prescription lenses and tints are custom-made/bespoke products, we are unfortunately unable to offer a refund on these items, as they fall outside of the Distance Selling regulations. We work hard to ensure every product is of excellent quality and in perfect condition. However, if a product is found to be faulty within 12 months of supply, Direct Sight will happily repair or replace the product free of charge within 7-28 working days after it has been returned.
We promise to create all products to match the prescription you provide us with. However, if you find a problem with the lenses, we advise you to return the product to us along with a copy of the prescription used for the order and we will investigate the problem. If it is found that we are at fault, we will happily repair or replace the lenses within 7-28 working days, free of charge. If the prescription details you provided us with are incorrect, we are unfortunately unable to offer a refund for the lenses. We will however offer a one-time free exchange if you provide us with the correct and valid prescription details.


Cant see how they have told you they will refund, if the glasses look stupid on you. That is why you are better finding a pair locally that suit you then maybe looking online.


IMO Put it down to experience and move on. Their T&C's do need to be edited though to show the new regs instead of the old ones.

chunderdragon

I checked the t+c's and I am entitled to one, I even have an email from them telling me that I will be refunded but they just have never returned any money. Whenever I email them now to ask where my refund is they ignore me.

wealdroam

chunderdragon wrote: »

I checked the t+c's and I am entitled to one,

Can you please point out what in their T&Cs leads you to that conclusion.

Ok, if they have said they are going to refund you, and they are not doing so, then you need to write a letter before action.

This CAB webpage will give details on a LBA.

Maybe you should consider a chargeback via your debit card.
Read MSE's Chargeback article.

chunderdragon

I didn't pay for lenses, only for frames and returned the frames within the time limit so I am entitled a full refund according to their t+c's and the email they sent to me informing me of such.

Its been nearly 3 weeks since they told me they were issuing a refund so I think I should have been refunded by now, the fact that they won't respond to me makes me more impatient. I don't want to pursue this to court, they only owe me about £25.

So should I write them an email/letter informing them I intend to go down the chargeback route if they don't refund me? They'll probably ignore that too!

wealdroam

chunderdragon wrote: »

I didn't pay for lenses, only for frames and returned the frames within the time limit so I am entitled a full refund according to their t+c's and the email they sent to me informing me of such.

Its been nearly 3 weeks since they told me they were issuing a refund so I think I should have been refunded by now, the fact that they won't respond to me makes me more impatient. I don't want to pursue this to court, they only owe me about £25.

So should I write them an email/letter informing them I intend to go down the chargeback route if they don't refund me? They'll probably ignore that too!

As you have an email confirmation that they would send a refund, and it has not been forthcoming, then I would now be talking to my bank about a chargeback.
Your bank may well want a copy of that email.

chunderdragon

I will speak to my bank, thanks wealdroam and rustyboy21 for your help

bod1467

They probably have 30 days in which to make the refund. You haven't reached that time frame yet.

gik

bod1467 wrote: »

They probably have 30 days in which to make the refund. You haven't reached that time frame yet.

My understanding is as of 13th June 2014 they have 14 days to refund.

chunderdragon

Just been re-reading their emails to me and found an alternate phone number on the end of it that seems to be for their customer support division so I will try ringing that tomorrow, they also have an address so if I can't get through I could send a letter.

It's been 2 1/2 weeks since I received the email in which the explicitly say the will offer me a full refund.


edit- They aren't answering that number either, seems I have no choice but to go through my bank