Online shopping refund issue

jen1784

I recently placed 2 orders with Ted Baker during their online sale. Each order consisted of a bag and dress. I kept one order and sent the other one back as the dress didn't fit and I preferred the other bag. I filled out the Returns form, placed both items in the original box they came in and put the returns label on the front of the box. I taped the box securely and then dropped it off at my local Collect + point and got my receipt.


3 days later (Friday) I received an email from Ted Baker thanking me for my return. However, they had only refunded me for the bag and not the dress. I immediately emailed them to check why there was a delay in the refunding of my dress, I still have not received a reply to this email.


I phoned them on the Monday and spoke to someone who said they would have to raise a claim against Collect +. I would receive my refund when their claim was processed. Three weeks later and I still do not have my refund.


Everytime I phone I am simply told you will get your money back when the claim is processed.


So what I really want to know is what is my next step? Can I demand a refund regardless of their claim with Collect +? Do I have any rights at all or have I lost £125?


Any advice would be greatly appreciated.