Faulty cooker - no refund 23/11/15

A_little_stressed!!

Hoping for advice

I ordered a cooker from Appliances Direct on Nov 23rd, £180+£20 delivery, due Dec 1st
The delivery was sent to the wrong address, no fault of mine, completely different town.
I had to chase & chase to get re-delivery (courier sent me to AD, AD sent me to courier Arrow XL)
Finally got a re-delivery 5th Dec.
When it arrived there was a large dent in the front bottom cupboard thingy, a large loose block of concrete that had been banging around inside, and the top was loose.
I requested a refund as I had had enough, nearly 2 weeks waiting for a cooker, to get a faulty one. I had to send in photos etc.

I then got a phone call (next day) asking for the photos again, to a different person and once received they would process collection and refund.

Next e-mail, asks me to call manufacturer to arrange repair :-(

I ring Appliances Direct and make it clear I want collection & refund. They tell me it will be collected the next day, 7am-7pm, so I wrap it all up, and wait around all day, no collection.
Again I contact them, they apologise and tell me collection will be Tues 8th Dec.

I have now contacted them to see ho0w long until my refund, they say it has to get back to them, they estimate 11th Dec checked, processed & logged, then a refund request will be made, and after that 24-48hrs for the refund

So the earliest I will get the refund is 14th Dec, 3 weeks after initial order, and I have had to buy another cooker elsewhere and the much needed £200 ish is still with them.

Is this correct procedure, should they not have refunded me sooner?

TIA :beer:

wealdroam

A_little_stressed!! wrote: »

Is this correct procedure, should they not have refunded me sooner?

You haven't said, but shall we assume the cooker was picked up on 8th December?

The law allows them 14 days to provide the refund.
That 14 days starts when they receive the goods back, or if earlier, when they have received proof that you have returned the thing.

Looks like they are going to provide the refund within those timescales, doesn't it?

hummingbird75

I can totally relate to this. I am in a similar position over a microwave i bought in october which i still dont have refund for. They took ages authorising the return and gave had faulty machine since 27th nov and i still dont have my money and thats well over 14 days!! I will never ever use APPLIANCES DIRECT again. Bad customers service and returns procedure.

wealdroam

hummingbird75 wrote: »

I can totally relate to this. I am in a similar position over a microwave i bought in october which i still dont have refund for. They took ages authorising the return and gave had faulty machine since 27th nov and i still dont have my money and thats well over 14 days!! I will never ever use APPLIANCES DIRECT again. Bad customers service and returns procedure.

Do you have any confirmation that they are going to refund you?
E.g. an email saying that?

If so, assuming you paid by card, speak to your card issuer about a chargeback.

You might want to read MSE's Chargeback article first.