Item bought online not as described - How to get refunded

Profcool

Hi there, just a quick bit of advice please if possible. I bought a large plant from an online garden plant website which cost approx £120 including delivery. The item took 3 weeks to arrive as they sourced it from Italy and when it arrived it was different to advertised - same species but different coloured flowers (white instead of red). I spoke to their customer services who agree to get it replaced but said it would take another 3 weeks to get one. The 3 weeks came and went so I contacted them and they gave me a 2 day delivery date a week later (they said delivery on either a Friday or Saturday and they would contact me on the actual day). Delivery date came and went without further contact. It is now a week later and I have again contacted them, this time asking for a full refund as 2 months have now passed since I made the first order. Now they aren't responding to me, so anyone got any ideas what options I have to reclaim my money? I paid using a debit card so not PayPal. Thanks

Aylesbury_Duck

Which company is it?

Profcool

Aylesbury_Duck wrote: »

Which company is it?

Gardenplantsonline

Aylesbury_Duck

Not an overseas outfit or poorly rated, either. That's good.

What methods have you tried to contact them? If you've exhausted the usual options (phone, email, webchat) then write them a letter asking for your money back within 14 days or you will take them to small claims court.

Profcool

Thanks - will give that a crack then