Do a store's Ts and Cs take precedence over The Consumer Rights Act?

Annie1960

Telephone Citizens' Advice consumer line. They will tell you the wording to use, and they are the only people now who can refer the matter to Trading Standards if necessary.

Perhaps you need to address your letter to the CEO or someone high up?

Also, I have found in the past that with some large companies, if you go on their Twitter account and complain, they resolve it quickly. (However, other large companies such as Microsoft seem to ignore Twitter messages!) It may be worth a try.