issue with order & returns

little_green

Looking for advice as having a bit of a carry on with certain retailer.

I placed an order with JD sports near the start of the month. I got confirmation email & the money was taken from my account. After a week i'd heard nothing so contacted them. They advised there had been an issue with the order & it wasnt approved (despite the money being taken & confirmation email). I said if this is the case & order cancelled or not approved by their system surely there should be something in place that issues an automatic refund. He stated there usually is but somehow mine got missed & advised they would manually issue refund now which should reach my account in 3-5 working days. He said I should place a new order for the items as it was not an issue in relation to stock.
Stupidly I went ahead & placed a new order. I have now received this order & wish to return some of the items in that order however a invoice/delivery note/returns slip was NOT included in the package & this is required to be completed regardless of which method i chose to make a return.
I have also STILL not revived my refund back from the original order placed & it's been 7 days now (since phoning) How do i go about actually getting this back (other that repeatedly phoning them)?

What do I do from here? re both issues.
I am within my consumer rights to make a return for items purchased online & it was their error a returns note wasnt included. I don't see why they can't just email me a copy.

unholyangel

little_green wrote: »

Looking for advice as having a bit of a carry on with certain retailer.

I placed an order with JD sports near the start of the month. I got confirmation email & the money was taken from my account. After a week i'd heard nothing so contacted them. They advised there had been an issue with the order & it wasnt approved (despite the money being taken & confirmation email). I said if this is the case & order cancelled or not approved by their system surely there should be something in place that issues an automatic refund. He stated there usually is but somehow mine got missed & advised they would manually issue refund now which should reach my account in 3-5 working days. He said I should place a new order for the items as it was not an issue in relation to stock.
Stupidly I went ahead & placed a new order. I have now received this order & wish to return some of the items in that order however a invoice/delivery note/returns slip was NOT included in the package & this is required to be completed regardless of which method i chose to make a return.
I have also STILL not revived my refund back from the original order placed & it's been 7 days now (since phoning) How do i go about actually getting this back (other that repeatedly phoning them)?

What do I do from here? re both issues.
I am within my consumer rights to make a return for items purchased online & it was their error a returns note wasnt included. I don't see why they can't just email me a copy.

No its not.

You just need to inform them in a durable medium (such as email) that you wish to cancel the contract - within 14 days starting the day after delivery if they complied with their obligations and up to 1 year & 14 days if they did not.

As for the refund, they have 14 days in which to refund you.