'Primrose' - Goods paid for on debit card, not received, no response, can my bank refund?

Thecreative

Hoping someone can help as usual.

I purchased some garden plants on my debit card for approx. £50 on 22 April, I was appreciative that there was a slight delay in delivery with the current situation but the website advised approx. 2 weeks for plants longer on bigger items, the plants still haven't arrived.

I have tried to get in touch but the website says they have taken phone lines down to work from home, I have tried emailing (no reply) I have also tried twice 2 weeks apart to contact them via there contact page (as advised on the website due to lack of phone contact) but still no reply.

As I have no alternative way of getting in touch with them, have no delivery date or even a response am I able to contact my bank and have them refund the money back to my account and is this a trouble free process?

Thanks

Ectophile

All the banks offer a chargeback scheme for debit card payments.  Contact your bank for details.  There may be some delay as they will attempt to contact the retailer for their side of the story.

sheramber

While we are working hard to deliver your orders as quickly as possible, unprecedented demand combined with Covid-19 restrictions have created knock-on pressures for our warehouse operations and the national couriers we work with. As a result, depending on the products ordered, many orders have been delayed by 2-4 weeks.

Click here to find out how your order may be affected

Please note: The delays detailed below should be added to the original delivery dates of your order(s)

https://www.primrose.co.uk/-a-80.html

Thecreative

5 weeks plus delay already, no email response, no phone lines even available, no contact page response, no delivery date.

Shambolic system, no customer service, still taking orders but not servicing current customers.

As many other people who will have been doing work in the lockdown these plants were for a specific area but as they have not been received and given a good start then come Autumn the evergreen climbers will not have had sufficient time to settle and grow, hence they will not have the height to serve the purpose they were intended. Screening is very important to us in our small rear garden especially with pre-lockdown crime in the local area.

I will be contacting my bank tomorrow to cancel.

[Deleted User]

Thecreative said:

Shambolic system, no customer service, still taking orders but not servicing current customers.

You just described that whole  retail sector during the Pandemic. 

(I advise you to delete personal details you've posted, no one from the company concerned will ever read or take action on your post in any case. )

m0bov

I had the same issue but managed to get a reply, i used PayPal though.

born_again

Ectophile said:

All the banks offer a chargeback scheme for debit card payments.  Contact your bank for details.  There may be some delay as they will attempt to contact the retailer for their side of the story.

Well we never do that..... 
Talk to customer 
In this case non receipt of goods is 15 days after debit. So chargeback will be actioned after speaking to customer, refund overnight & retailer than has 45 days to reject with a valid reason (covid 19) is not a valid reason.

If you use paypal, just start the dispute in your paypal user area.