Advice needed

unhappy1234

Hello

I ordered an item from an online catalogue company but paid in full. They send me the incorrect item (nothing like what I ordered) I contacted them on the same day which was a week ago and was told they'd collect the incorrect item and refund me within 14 days. 7 days later despite being told the item would be collected it is still in my kitchen unopened. The couriers have never turned up.

I really need my money back now so I can purchase what I actually wanted elsewhere but they refuse until 14 days after my wrong item has been received back.

This is unfair, its not like I've changed my mind, I've been sent something totally useless which wasn't part of the contract.

Where do I stand legally? Which official body do I complain to?

Thanking you in advance

Unhappy1234

wealdroam

unhappy1234 wrote: »

Hello

I ordered an item from an online catalogue company but paid in full. They send me the incorrect item (nothing like what I ordered) I contacted them on the same day which was a week ago and was told they'd collect the incorrect item and refund me within 14 days. 7 days later despite being told the item would be collected it is still in my kitchen unopened. The couriers have never turned up.

I really need my money back now so I can purchase what I actually wanted elsewhere but they refuse until 14 days after my wrong item has been received back.

This is unfair, its not like I've changed my mind, I've been sent something totally useless which wasn't part of the contract.

Where do I stand legally? Which official body do I complain to?

Thanking you in advance

Unhappy1234

They do legally have up to 14 days to refund you. That 14 days starts when you tell them you want to cancel the order - not when they receive the goods back.

How did you pay?
By debit card or credit card?

If so, after the 14 days mentioned above, contact you card issuer and ask for a chargeback - reason: refund not forthcoming.
You might like to read MSE's Chargeback article first.

Not sure that any 'official body' will get your refund as quick as you would like.

unhappy1234

Thank you. I've just been told that they will process the refund 14 days after they've received the item and it could take a further 14 days for the funds to hit my account. i total 28 days from when they've collected it! What a joke. I paid by debit card. I'd like to complain out of principle as I think my email address has been blocked as now they are getting rejected.

agrinnall

unhappy1234 wrote: »

Thank you. I've just been told that they will process the refund 14 days after they've received the item and it could take a further 14 days for the funds to hit my account. i total 28 days from when they've collected it! What a joke. I paid by debit card. I'd like to complain out of principle as I think my email address has been blocked as now they are getting rejected.

Wealdroam has told you that the 14 days is from when you ask for the refund, not from when they receive the return. If you don't stand up for your rights then you'll be at the mercy of people who want to exploit you.

unhappy1234

Thanks I will be doing..being ignored now so will write to them to advise will be contacting my bank to process a chargeback once the full 14 days have elapsed.