Goods not received from a company outside of the UK

TaintedLuv

I'm looking for some advice on a purchase I made from a company based in Berlin. I ordered four pairs of glasses from 'Mister Spex' on 10th July 2018, the glasses were sent on 11th July 2018 which should've been delivered within 2-3 working days, but I did not receive them, and I still have not received them. After lots of chasing the company, they said the glasses had been returned back to them (despite them not even being attempted to be delivered to me), but they are now saying there is a problem with issuing me a refund. As you can imagine I'm becoming a little frustrated as it's been two weeks since I placed my order with them and I am down almost £500 with no glasses either.

Does anyone know where I stand with this and how I can speed up getting my money back? Is there anything else I should be doing apart from chasing the company (whom don't seem to be in a rush to refund me)?

After chasing them today once again asking for them to explain what they meant by there being a problem with refunding me, this was their response, I had also asked who I needed to contact to make a complaint, but that was ignored.

"thank you for your message.
I am sorry for the inconvenience, but at this very moment I haven't received any answer yet.
I can understand you are worried, but your case is in good hands and will be solved. You don't have to chase, please trust me and Mister Spex.
The accounting department informed that this is not a standard problem. Therefore they need more time te get it sorted out. Our credit card provider has been contacted. We are waiting for their reply.
I have promised that I will have an eye on your order. I did. But for now, there are no news. I am sorry.
I ensure you that we are doing our best in order to solve this issue as quick as possible and kindly ask for some of patience. Our usually answering time are two days.
I will get in contact as soon as I recieve more information.
Have a good day.
Best regards from Berlin"

Any help would be much appreciated, TIA!

ETA: I paid on a VISA debit card.

Greta_Sharbo

When did they say they would refund?


Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

TaintedLuv

Greta_Sharbo wrote: »

When did they say they would refund?


Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

This was the email which confirmed they'd cancelled my order (as they tried to send it back out to me again despite me stating I just wanted my refund now), this was on 23rd July.

"23 Jul, 15:45

Dear *****
thank you for contacting Mister Spex.
I am sorry for overlooking the information. Please accept my aploglies.
Hereby I can inform that I have done the cancellation of the invoice of your order this morning.
I am very sorry for the delayed answer. As I had an eye on everything, I have been checking all records in regards of your refund and our accounting department announced that there might be a problem with the refund. In order to solve it, my colleagues from there have already forwarded a request to the corresponding institution to solve it. I hoped that I will get a reply today, but this was not the case.
Tomorrow I will keep you updated. I am sorry for the inconvenience and hope for your understanding.
Please be ensured that we are doing our best in providing you a good service.
If you have any further questions, feel free to contact us on 0800 472 5457.
Best regards from Berlin,"

Fosterdog

They get 14 days from the date of cancellation to refund you, so far it has been only one full day, even if they didn't have a problem their end it would be too soon for the money to have cleared in your account.

Just be patient, give them more time to sort whatever the issue is and if you don't have your refund by the 6th August (14 days from your formal cancellation) then go to your card provider, they should refund you for non received goods and you have an email trail as proof that you are due the refund so they have no reason to decline your claim.