Nightmare with H Samuel

SJ9

Please can I have some advice, my mum bought a Guess watch back in March from H Samuel. She had only had the watch for about 4 months when the watch slowed down. She took it back to the store she bought it and they said they would return it to be checked over and that they obviously could not guarantee how long a watch had been running for before it ends up in store with them and that the watch may need to be oiled as they can dry out over time.
To return it they also said they needed the receipt to be returned with the watch so everything was handed over to them.

My mum was given a return date at the beginning of August, when my mum called for an update she was told the watch was on its way. 3 weeks later she still has no watch and has phoned them several times to find out where the watch is.
She has been told several times that the watch will arrive the next day and then there is some reason/ excuse for it not arriving. They told her that the courier had attempted delivery but no one was there twice. She was told the watch would arrive today and now has been told the courier has been ill and unable to deliver but it will be there tomorrow. But she has been told this for the last 3 weeks that it will arrive back tomorrow.

My mum is fed up now and just wants her money back so she can go else where but the problem is they are refusing to issue a refund until the watch is back in store with them and also they have her proof of purchase. My concern is that as it drags on I feel like the watch is lost and they are not being honest.
Please can you advise what we should do next?

hollydays

How did she pay

SJ9

She paid with cash.

McKneff

she cant just demand her money back. The shop can choose which method to bring the matter to a conclusion.
Repair, refund or replace.
Give them a couple more days to see if they are telling the truth. ,
if they decide to refund, they can deduct an amount for the wear your mum has had since buying it.
Let us know how she gets on

zoob

Up to 28 days is legally acceptable time frame for repair on a non essential item like a watch so you can insist for other remedy like replace or refund but it’s still there choice
Legally they can’t reduce refund for wear and tear on products under 6 months old