Refund from Browns The Diamond Store

Hope1020

Hello.
I have an issue about money refund with Browns The Diamond store in Westfield London.
I went on 16.12.2016 and I bought a diamond ring. On 19.12.2016 I changed my mind and I wanted to return this ring. So on 19.12.2016 I went to the store and I did it.
I payed for the ring 650£ by card and 1550£ by cash. The sale assistant with whom I talked told me that there's no cash in the store and I need to wait 5-7days to receive all cash to my bank account.
On 20.12.2016 I received a refund of 650£ which I payed by card on my bank account but I still didn't received 1550£ that I payed cash. I send an email to the Browns store on 4.01.2017 to ask them when I'll get my refund, but they didn't answer to me. On 7.01.2017 I went again to the store and I talked with sale assistent (by the way she told me that they received my email, but I forgot to ask why they didn't answer to my email).
She told me that she don't know when I'll get the refund because it should be a refund from head office (the head office is in South Africa). She told me to wait till Monday 9.01.2017 , she will contact the head office and she will call me. I waited her call on Monday until 19:00 but she didn't called me. So I called the store and asked to talk with her, she told me that she still didn't get any response from head office, but tomorrow she will speak with her manager, will contact again the head office and she will contact me.
After this conversation, on 9.01.2017 I send an email to Browns head office in South Africa and to Westfield London customers queries and feedback. So today is already 22:00 10.01.2017, the sale assistant didn't contact me. I didn't received any answer from Westfield London and from Browns head office in South Africa. Can you tell me please, how do you think, how many days I should wait their answer? And if nobody will contact me what I should do next?!
I didn't called the store today again because I think is no point of it and the answer will be the same, to wait. Their return policy is 14 days after purchase. I think is very strange that from 19.12.2016-10.01.2017= 22 days, I didn't received my money and they act like they don't want to refund it to me. And is strange that a diamond store don't have cash for refund...
What do you think about all this situation, should I worry about my money, or just to wait?

wealdroam

Hope1020 wrote: »

Hello.
I have an issue about money refund with Browns The Diamond store in Westfield London.
I went on 16.12.2016 and I bought a diamond ring. On 19.12.2016 I changed my mind and I wanted to return this ring. So on 19.12.2016 I went to the store and I did it.
I payed for the ring 650£ by card and 1550£ by cash. The sale assistant with whom I talked told me that there's no cash in the store and I need to wait 5-7days to receive all cash to my bank account.
On 20.12.2016 I received a refund of 650£ which I payed by card on my bank account but I still didn't received 1550£ that I payed cash. I send an email to the Browns store on 4.01.2017 to ask them when I'll get my refund, but they didn't answer to me. On 7.01.2017 I went again to the store and I talked with sale assistent (by the way she told me that they received my email, but I forgot to ask why they didn't answer to my email).
She told me that she don't know when I'll get the refund because it should be a refund from head office (the head office is in South Africa). She told me to wait till Monday 9.01.2017 , she will contact the head office and she will call me. I waited her call on Monday until 19:00 but she didn't called me. So I called the store and asked to talk with her, she told me that she still didn't get any response from head office, but tomorrow she will speak with her manager, will contact again the head office and she will contact me.
After this conversation, on 9.01.2017 I send an email to Browns head office in South Africa and to Westfield London customers queries and feedback. So today is already 22:00 10.01.2017, the sale assistant didn't contact me. I didn't received any answer from Westfield London and from Browns head office in South Africa. Can you tell me please, how do you think, how many days I should wait their answer? And if nobody will contact me what I should do next?!
I didn't called the store today again because I think is no point of it and the answer will be the same, to wait. Their return policy is 14 days after purchase. I think is very strange that from 19.12.2016-10.01.2017= 22 days, I didn't received my money and they act like they don't want to refund it to me. And is strange that a diamond store don't have cash for refund...
What do you think about all this situation, should I worry about my money, or just to wait?

Have you noticed that there have been several bank holidays between 19 December and now?
It is also common that many companies run at a reduced staffing level over this holiday period.

What type of card did you use? Credit card or debit card?

Keep pestering them.

Hope1020

Thank you for your answer.
Yes I know, but it was only 2 holidays: Christmas and New Year, so even if they didn't work 7 days from 22 days still remain 15 days. And the fact that sale assistant told me on 19.12.2016 that I'll receive refund 5-7 days, and now they don't know when I'll receive it, is so strange for me. I used a debit card, why do you ask, is it important?

wealdroam

Hope1020 wrote: »

I used a debit card, why do you ask, is it important?

If you had used a credit card you could've used Section 75 of The Consumer Credit Act to get your card company to refund the outstanding amount - even though it was paid in cash.
This is because the CC Co is jointly responsible for performance of the contract.

So yes it is important, but of no help to you as you used a debit card.

Hope1020

Oh, ok, I didn't know it. Thank you for letting me know about it, it's good to know for the future.

arcon5

Why can't store give you cash at the end of a day/week...

It's a lot of money and you've waited a long time. I'd at this point go instore and become very vocal

Hope1020

That's a good question and I don't know why they didn't give me money when I have been at them 2 times. I don't know now what to do, to wait a few days response to my 2 emails: from Westfield London or Browns head office in South Africa or just to go tomorrow at them and become very vocal... ? But I don't like arguing with people :-(

agrinnall

arcon5 wrote: »

Why can't store give you cash at the end of a day/week...

It's a lot of money and you've waited a long time. I'd at this point go instore and become very vocal

I don't necessarily disagree with your approach, as it may work, but your question is answered in the OP: the refund has to come from Head Office in South Africa (I'd assume that's authorisation to pay the refund rather than actually sending the money). As it's a change of mind on an in-store purchase the timing of a refund should be in accordance with their T&Cs.

Hope1020

Today I received a email from westfield London: "Thank you for your email and I am sorry to hear of the below.
Your email has been forwarded on to the Management at Browns so that they can resolve this issue for you directly."

Nobody from the store called me, so I called to the store at 17:07 and the phone pick up the same sale assistant (who told me to wait the refund). She asked me if somebody called me yesterday, I told no so she told me to wait because she will call me back in 10 min. Well she didn't called me back in 10 min so I called again the store at 17:27. Another sale assistant answered and told me that that assistant is busy at the moment with a customer and she can't talk with me, the manager isn't in the store now. I was so angry.... Anyway she told me that her manager will be in store tomorrow from 9:00-17:00. So obviously one sale assistant from this store already avoiding me and I can't understand why.... ?

Hope1020

I received all my money back from the store, so the problem is solved. ��