Sports Direct - Customer Service frustration

lucy_hunter38

Hello

I am hopeful you can help me, with a way to get through to Sports Direct.  On the 23rd March 2020 I ordered a trampoline, they advised delivery was 3-5 days, I was also aware that the country was going into lockdown so wasn't too worried when it didn't arrive a week later, however they took my payment (a voucher through my work and a small paypal payment) and the schools holidays were fast approaching, so I contact them to see when it would arrive, they said wait another 5 days, I patiently did and again it didn't arrive.  The holidays started (which is when I really wanted it) so I contacted them asking for a refund to my paypal account, I didn't want a voucher as I no longer wanted the trampoline.  They ignored the refund request and a few days later I received a dispatch note to say it was on its way.  So 2 out of 4 boxes arrived late on a Friday night with a very frazzled delivery driver, in hind site I should have refused the delivery but this guy seemed to have enough on his plate.  I went back to them asking where the other 2 boxes were and received an unhelpful reply. I wrote to ask for them to collect the half trampoline and give me a refund, they said I have to pay to return it and cover the cost of the postage.  I think they haven't fulfilled their duty so I shouldn't have to pay to return it, I also don't have an account with a courier company to send it back.  What should I do?   I have ask the customer service representative (Sasha) to pass my emails onto a supervisor but have heard nothing.

Feeling very frustrated and disappointed with Sports Direct.

Please help!

Thanks

Lucy