The Range won't acknowledge my complaint or give me a refund

rhioplepog

Just wondering if anyone has any advice as I have reached a dead end

in April 2020 I ordered some shelving from the range online which they delivered to my local store. The delivery was short by one item, and the delivery note included proves this.  The delivery note suggests that any products not delivered at that time would be delivered soon (no date given) as they come from different warehouses. The final item has never arrived (again this started in early April)

Initially I tried phoning customer services to ask where the rest of the order was, but on several (really loads) of attempts they NEVER answer the phone. So I went back in store and asked for help. The fobbed me off and said the shop and the online store are separate and its not their problem. They suggested that I email Hello@therange.co.uk with my query.

I duly did this, including a photo of the delivery note and the original order paperwork which shows the discrepancy between what was paid for and what was delivered to me and asked for a refund for the missing item as its now been a very long time. They have not acknowledged my email and I still cannot get through on the phone.

I think at this point they should give me a refund as they have taken my money and have not delivered products as described, but I am not sure what to do as I cannot contact them or they won't acknowledge my attempts to contact them.

The missing item is not very valuable, but I don't see why they should keep my money because they refuse to respond. Does anyone have any advice where to go next on this?

Many thanks in advance

DoaM

How did you pay? Perhaps raise a chargeback claim with your card provider for the missing item's value?

pphillips

Send them a letter before action outlining your claim with a deadline to respond, often a company will attempt to resolve the issue rather than risk being dragged to court.