Refused refund

Great_Wanderer

Hi,

I have joined up specifically to seek advice on this issue, I hope someone can help.

I have recently purchased a cheap phone and a tablet from a high street store, and the tablet did not charge and the phone was not on the network as advertised. I returned these for a refund which was correctly processed back to my card and while there, saw another phone I decided to buy instead for the value of the two previous items together. Instead of taking payment for the phone, the store supervisor reversed the refund to my card and issued me with a store voucher to buy the new phone. I did not ask for this voucher.

The new phone turned out to be faulty also so I returned it for a refund, just wanting my money back so I can move on with my life. I was refused the refund on the grounds that it was bought with a voucher and told that I could only have another voucher or something else in store.

I contacted their customer services who have informed me this morning that no refund is possible and that they can only agree to the above points. I am concerned as I have purchased 3 faulty items from this store and am being refused a refund due to my last purchase being made with a voucher I never asked for.

I would appreciate some advice on this so I know how to move my complaint forward.

Regards,

Great Wanderer

zaax

How was the supervisor able to reverse the refund, as it had already been credited to your account?

It sounds like you brought a voucher and used that to by a phone. Therefore the matter is that they won't refund a voucher. Who is the company so we can look at there T&C's.

Great_Wanderer

Hi,

Thanks for your reply.

The store was CEX, the refund back to my card was done and i was given a receipt for it. The supervisor then took the receipt back and reversed the refund on the till, then issued me with a voucher, afterwards telling me what he had done.

JJG

Great_Wanderer wrote: »

Hi,

Thanks for your reply.

The store was CEX, the refund back to my card was done and i was given a receipt for it. The supervisor then took the receipt back and reversed the refund on the till, then issued me with a voucher, afterwards telling me what he had done.

You can't reverse a refund. You can only make a new charge.

Great_Wanderer

Then this confuses me as the staff member attending to me discussed with the supervisor that he had already done the refund back to my card.

Great_Wanderer

Perhaps they used the refund to purchase the voucher?

Nodding_Donkey

You've been mugged off.

Sorry to be blunt.

keyser666

JJG wrote: »

You can't reverse a refund. You can only make a new charge.

Yes you can