No refund from company whom cancels order

comecon

Hi

Long term lurker and first time poster here, whom could do with some advice. Sorry for the long post too, but I don't want to leave any important details out... :eek:

My wife bought some shoes for a wedding from Irregular Choice's website on Friday 16th January.

She received the order confirmation on 16/1 and a dispatch confirmation on Monday 19th January. DPD confirmed it was going to deliver the parcel on Wednesday 21st January.

The shoes were paid with by debit card and the money left our bank account on the 19th.

DPD later sent an email on Tuesday 20th January saying that they could not deliver the parcel as it had not been received.

Hours later on the Tuesday, Irregular Choice cancelled the order and informed my wife that the shoes were not actually in stock and that a refund would be issued and my wife would receive confirmation when it was.

My wife contacted Irregular Choice on Friday 23rd January asking for an update as to whether the refund had been issued. Irregular Choice confirmed it hadn't but would chase it up on Monday 26th. Irregular Choice came back to my wife on Wednesday 28th to confirm that the refund for the shoes had been processed and it would be in our bank account within 5-10 working days.

This 5-10 working days has now passed and the refund is still not back in our account.

Now, I am sure that Irregular Choice has broken some laws here or is close to doing so with regard the time taken to refund and breaking the sales contract. I have never had a refund take 10 days to reach my bank account either.

My wife is intending to ring Irregular Choice tomorrow (11th February) - is there anything she can quote consumer protection wise? Is it worth contacting trading standards at all?

Thanks to everyone whom helps! :T

daytona0

Optimistic thoughts:

1. Refund has gone through and you've not correctly checked. Solution = check again OR ask the company for a refund tracking number (ask for an ARN number as if they use the payment processing company called "streamline" then they'll be able to get you this ARN number and this basically locates your money)

2. Someone has forgot to process the refund (or in rarer instances the system has messed up). Solution = ring up and they'll give you an excuse and then sort it out, maybe with compensation if you are particularly upset

brightonman123

Get onto bank, dispute charge- goods not received.

Cycrow

comecon wrote: »

This 5-10 working days has now passed and the refund is still not back in our account.

Thats not actually true, 10 working days from the 28th would be today, so it hasn't yet passed.

you could at least give them another day