Homebase: no delivery and no refund, and use of Resolver

BookieBee

Hi all,
I seem to be one of 1000s who have ordered an item from Homebase weeks ago and not received goods or a refund. Homebase are not responding to calls, emails, Facebook, etc., and the way they have treated customers was highlighted on BBC's Watchdog. Anyway, I raised a request for refund via Resolver a week ago, but have not heard a thing since. Has anyone managed to obtain a refund from Homebase via Resolver? I ask because I've read of a couple of people who have not received a remedy via this route. I guess if Resolver doesn't work, I'll go via my credit card company. Does anyone know why one would opt for obtaining a refund via Resolver rather than their credit card company? I just want to ensure that Homebase coughs up (forgive the covid pun!) and not my card provider, but it may be that both have the same effect. Thanks!

theonlywayisup

IME Resolver is simply an online tool to store your emails and to keep 'case' notes with a form of structure and direction. 
How much was the item?  Personally I would just go back to the credit card company and invoke S75 or a chargeback depending on the item price. 

BookieBee

Thanks for your reply! Homebase said they would refund part of the order they could not deliver but never did refund. They owe a refund of £95. Sounds like I should just go back to my credit card company and ask for a chargeback. Thanks again

[Deleted User]

BookieBee said:Has anyone managed to obtain a refund from Homebase via Resolver? 

Resolver is just an e-mail template and does nothing to improve your chances of a successful complaint, in fact it just introduces an entirely unnecessary third party. 

 

Realise also that the Pandemic has left many retailers struggling to fulfil orders in a timely fashion and also failing to provide the normal level of customer service. In the circumstances I'd cut them some slack before running to BBC Watchdog etc...

Finally, if your credit card provider refunds the amount  they won't be out-of-pocket as they will then recover the money direct from the retailer. 

BookieBee

Thanks for the clarity, folks.

cuuladh

Hi Folks, has anyone had any joy getting a refund or even contact from Homebase?