Sent my item back a month ago, still no refund

kjr6991

During the week of Black Friday, I ordered a laptop and Microsoft Office Home and Student 2016 from Curry's/PC World (originally £119.99 but I got it at £99.99 as I ordered a laptop as well). I got the Office software in case I needed it, if I didn't I would simply return it back. I found out I could download Office for free as a student, so I decided to return it back as soon as I got the products (26/11/15).

The following week, I went to my nearest PC World and attempted to return the product. They said they could not process it, I had to call KnowHow instead and arrange for a collection. I called KnowHow and they arranged for my item to be collected Thursday 10th Dec.

However, the courier did not turn up, so I called KnowHow again and asked if I could send the item myself. The assistant told me to send it to KnowHow Collections. On Monday 14th, I sent the item to the address given through the Post Office and paid for First Class Special Delivery (due to the value of the product). The tracking details showed the item arrived the next day and was signed for. I thought this was it and I would receive my refund shortly. I noticed the money was not refunded into my account so I called KnowHow on the 18th Dec to confirm they received my item. The assistant transferred me to a different department, where the assistant there said they have acknowledged I have sent an item back but there was a current delay in the warehouse (possibly due to it being Christmas/New Years period) and was told to call back after 10 working days if I still have not received a refund.

I called on the 7th Jan 2016 and the assistant said she would process my refund and send me an email confirming it. I received no refund nor email. I called again on the 11th Jan and the assistant there took notes of my case and sent an email to the warehouse to ask for the status. She said to call back if I do not receive a refund by the end of the week. I called back on the 19th Jan, the assistant here said he would check the process and explained that the delay of the refund may be because the item has been lost. He asked for a number he could call back on when he found a solution. Still waiting for a call

Most companies I know that have issues such as these process a refund to the customer without any hassle, but KnowHow just seem reluctant to give me a refund. The original card I paid the items for expires February 2016, and I am unsure if they would be able to process a refund to an expired card. I am going to call again next week, but I am unsure what to say now because I'm always explaining the same situation and always getting the same reply. Surely I should still be entitled to a refund even though they have lost my parcel?

Please help and thanks in advance

macman

this may be a red herring, but software is not returnable if it has been opened or the disk has been installed. Was it returned unopened with the seal intact?
Subject to that, if you can prove that it was returned and signed for, then any subsequent loss is not your problem but theirs. Sounds like fairly typical DSG CS I'm afraid. Make a written complaint, stop phoning.

m0bov

Send a letter before Action. Quote the dates and times and who you spoke to. Quote the delivery tracking numbers etcc, give 7 days then MCOL.

kjr6991

Yes I forgot to mention - it was a software with a product activation key. I would still be able to get a refund if I had not scratched off the silver lining, which I didn't and I took a photo of the item before I sent it off.

Thanks very much, I will write a complaint letter as soon as possible - and then if there's any further trouble I'll take it further