Refund not sent

ethranes

Hi I'm looking for some help for my situation.

I bought a bed and a mattress from happybeds on the 22/11/18, it was due for delivery on the 01/12/18, however only the bed was delivered, not the mattress. I contacted happybeds on 01/12/18 to let them know that I no longer wanted the mattress as delivery was missed and I wanted a refund.

They got back to me the following Saturday (08/12/18) and told me that the refund had been processed and I will have my money back in 3 - 5 working days.

I haven't had any refund yet, they instructed me to ask my bank if they were holding the refund, which they weren't so I asked can I have proof of the refund, which I was told they weren't able to supply (is this right?)

In any case, I'm being fobbed off at this point, still no refund, what are my next steps to get my money back from this company?

Thanks for any help, I can answer any questions if needed.

marcarm

How did you pay?

If debit, contact your bank and ask for a chargeback due to promised refund not showing up.

ethranes

Ok great, I'll look into that first and start there, thanks.

ethranes

Since last posting I have asked the bank to initiate a chargeback, the issue that I'm facing now is that happybeds is refusing to show any proof of a refund including my card (or the last 4 digits of it)

Without showing my bank proof of the refund they can't continue.

Is showing a proof of refund something that a company is required to show in this case? If not, what are my next steps in getting my money back?

Thanks for any help or advice given.

agrinnall

Your bank is fobbing you off, be firmer with them, and if necessary use their complaints process.

davidmcn

ethranes wrote: »

Since last posting I have asked the bank to initiate a chargeback, the issue that I'm facing now is that happybeds is refusing to show any proof of a refund including my card (or the last 4 digits of it)

Without showing my bank proof of the refund they can't continue.

Is showing a proof of refund something that a company is required to show in this case? If not, what are my next steps in getting my money back?

This doesn't make much sense - it's not a defence to a chargeback for the merchant to fail to provide evidence that they've made a refund. After all, if they had made a refund you wouldn't need to be asking for a chargeback. Are you sure the bank understands what you've asked for, or do they think they're just trying to trace a refund?

unholyangel

davidmcn wrote: »

This doesn't make much sense - it's not a defence to a chargeback for the merchant to fail to provide evidence that they've made a refund. After all, if they had made a refund you wouldn't need to be asking for a chargeback. Are you sure the bank understands what you've asked for, or do they think they're just trying to trace a refund?

I think the issue is different chargeback codes are used - theres one for goods not delivered then theres another for credit not received. The latter usually requires something showing that the retailer has agreed to refund. The time limits for both are different I believe - from memory its 15 days after the goods were due to be delivered for the non-delivery and 30 days for credit not received.

However since there doesn't seem to be anything saying the retailer has agreed to refund, the bank should have at least tried a chargeback for non-delivery. Try reminding them of this and if they refuse, ask for a letter of deadlock so you can refer it to the financial ombudsman.