Returned a bed & mattress but company won't reimburse me

Moulsey

Hi , would appreciate a little help with this.

I bought a bed and mattress off Beds.co.uk ("97% feefo rating", though on closer inspection a lot of people are disputing this). This was around the 10th of October.

They told me they didn't have the bed I ordered in stock and offered me a different one. Through an extensive back and forth I said I didn't want the replacement and would take a refund. They proceeded to send me the other bed + mattress anyway on the 18th of October. I signed for it after the delivery men told me it was the correct bed.

After another extensive back and forth they agreed to come and pick the bed and mattress up ( I chose to return the mattress too). Their van came on the 27th of October but the removal men took the bed but not the mattress because they "hadn't been told to". Another email back and forth and then they came back and picked up the mattress as well on the 2nd of November.

I waited for a refund to be processed, it wasn't, they came back and said they had processed a refund and gave me a "unique transaction ID". I told them they were mistaken and now on two occasions they've come back to me and said the've "promoted my concerns onto theyr account department". Their last correspondence being sent on the 8th of December.

The company are clearly dodgy, aren't answering their phone and clearly have no intention of paying me back, and at present I'm down £269 so I would really appreciate any help or advice with what to do next.

Thanks

NotRichAtAll

what payment method did you use for the purchase?

macman

Send an LBA by registered post, give them 7 days to make a full refund, then proceed to small claims if no response.
At this stage, phone or email are not useful, you need to put it in writing.

George_Michael

macman wrote: »

Send an LBA by registered post, give them 7 days to make a full refund, then proceed to small claims if no response.

Depending on how the payment was made, an attempt at a chargeback or S75 claim would be by far the easiest option to try before proceeding down the small claims route.

Moulsey

Thanks very much for your quick replies. I'm looking into LBA's now.

Payment was made by debit card.

unholyangel

Moulsey wrote: »

Thanks very much for your quick replies. I'm looking into LBA's now.

Payment was made by debit card.

Then contact your bank and make a chargeback for goods not as described. If your bank refuse or reject your chargeback, you can appeal to the financial ombudsman - neither of these options will cost you money.

I wouldn't be considering LBA's just yet - especially not giving 7 days to respond. The minimum period you should ever give to reply to a LBA is 14 days - this is what is required in order to comply with the pre-action protocol of the civil procedure rules. Giving 7 days leaves you open to either not being awarded costs or having costs awarded against you.

Moulsey

OK good stuff, I'll give my bank a ring then. Thanks a lot for help.

theonlywayisup

Post 6 first, anything else later. It's the easier of all options.