Wickes - Failed Collect/Refund

nsaints

Hi

I'm in a situation with Wickes where they have delivered faulty goods, they acknowledge the goods are faulty but are not collecting the goods/not issuing a refund.

I need some advise on my best path to resolution, based on other members similar experience

April 8th I ordered online, via Nationwide credit card, some garage shelving - The shelving is large and heavy, and needed to be delivered by a truck.

The shelving arrived damaged, but I signed for it as damaged, but accepted delivery (mistake on my part using hindsight)

It's now April 30th and countless phone calls/emails to Wickes has resulted in one failed collection and empty promises from their 'customer service team'
I have names and dates of everyone I spoke to in the Wickes 'customer service team'

It feels like I'm now wasting my time calling Wickes to get this resolved 'they have my money/they don't care scenario'

Whats my best course of getting this resolved - by resolved I mean: a) a refund b) the damaged shelves are collected from my garage?

As I paid via credit card it seems I can use Nationwide's disputed credit card process to claim my money back as the goods are faulty - but I'm left with unwanted/damaged shelves in my garage

or

Use the 'Resolver, in association with MSE' service - is there any cost to this/no such thing as a 'free lunch', so I'm suspicious

Can someone offer me advise which is my best course of redress to this issue please:
a)claim money back via credit card
b)resolver
c)is there a third option?

Thanks in advance

jk0

I would get the refund via credit card. Then if Wickes don't want to collect shelves, I would find some way to repair them myself.


Free shelves!

nsaints

I thought of that, but it didn't feel 'honest'
does that make sense - having something that ultimately I haven't pad for

I guess though Wickes have left me no option

mpet

Try emailing the CEO simon.king@wickes.co.uk. We had a similar problem a while ago and finally got it sorted by emailing the CEO.

Rather than emailing a rant, I explained the issue and the problem I was having getting it resolved and asked if he could give me the details of someone in his team who could help me. It was quickly sorted!

I have found this approach generally works with most organisations if the normal route fails and you have to go to the top.

[Deleted User]

Were they over £100? if so tell wicked you are going to request a section 75 refund

nsaints

Thank you
I have emailed Simon a polite email with all the facts detailed

I await someone to contact me

I'll update the thread with an update in due course

nsaints

last update for me on this
the suggestion from mpet above had a positive impact and the situation has been solved to my complete satisfaction