How is google with online purchase and refund?

snowshine

Hello,
I on the 20th Sunday November 2016 at 10 in the morning placed an order for a google pixel phone with google store.
I paid for this purchase using Nationwide BS credit card in my name.
( I purchased as a surprise gift for a member of my family)

On 22nd Tuesday November 2016 Pixel phone was delivered to my home address.
My family-member did not want this phone, hence I on the same day as I received the delivery had gone through the same google store account to create RMA. (Unwanted purchase). I did not open the pixel phone box.
As google request sent back the pixel phone with RMA through the UPS that was also created by Google on the 23rd November 2016-Next day of the delivery.

I requested UPS to inform me of secure delivery of the parcel at the google suggested destination.
I have UPS's message & e-mail confirming secure delivery of the parcel on the 25th November 2016 at the Google's designated address, signed for by an individual.

It is now almost 3 weeks (3 weeks tomorrow) for the return of my online purchase from google store but have heard nothing from goole with regard to my refund. The amount paid was £599.00.

How long does it usually take for a refund?
Has anybody with experience in returning to google store online purchase and refund?

Thanking you in advance for your replies.

Tyler119

hi there,

Google say that a customer will be refunded within 14 working days once they get the item back. It is not legal for a company not to refund a customer within a reasonable period of time.

Have you tried calling 0800 328 6081. It is the UK support number for returns and refunds. Call them and ask why it is not done and ask that the refund is done within 5 working days? Also demand an email confirming all this.

You can also carry out an online chat

https://support.google.com/store/answer/2411741?hl=en-GB&ref_topic=3244667#contact=1

snowshine

Govt Site says the following: (https://www.gov.uk/accepting-returns-and-giving-refunds)
Online, mail and phone order sales
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods aren’t faulty. Sales of this kind are known as ‘distance selling’.

You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.

You must refund the customer within 14 days of receiving the goods back. They don’t have to provide a reason."

Google is a giant international company, but still I am not refunded.
This is the reason I started this thread to find if anyone had had experience with Google and refund for online purchase from google store?

Chickabiddybex

Have you actually tried contacting them?

snowshine

I have had a web chat..I have a copy the transcript too. I am told more time is required or to that effect but no reason given.

agrinnall

Then get back on to them and remind them of the law. You can also ask Nationwide to do a Chargeback.

snowshine

agrinnall wrote: »

Then get back on to them and remind them of the law.

I will do. I will send them an email.

You can also ask Nationwide to do a Chargeback.

How does one go about doing this? Is there any discussion in here?

Regards

tykesi

Why do you need a discussion in here to learn how to do a chargeback? How about speaking to the bank?

snowshine

tykesi wrote: »

Why do you need a discussion in here to learn how to do a chargeback? How about speaking to the bank?

I am sorry if my gist of the question was not clear.:o
I have not done something call chargeback. I wondered if there is any particular form or procedure to follow or if discussed in here...
Like a standard form was created by Money Martin to claim back bank charges. :cool:

Chickabiddybex

Information about chargebacks: http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback
You may find this useful too as you paid by credit card: http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

snowshine

How much more time one should give Google to resolve and would be seen in the eye of law as fair time given, I wonder.

Also it would be better if resolved with the vendor. Google is such a bigggg company and I thought would have honoured distance selling promptly. In fact on their site they have said during the festive period Google has extended return policy to 30 days.
Mine was bought and returned prior to their announcement of extending return time for festive period.
May be they are busy.
So long as by my delaying to pursue a case against Google, does not go against me with my claim, I should be alright. (The sum of £599.00 is not a little amount during this time of a year!! for me)