Carpetright failed to delivery and fit carpet and still 3 weeks later waiting refund

jemx123

Hello,
I purchased a carpet on 4th April for my new house from Carpetright as there website was still taking orders. 
June 6th after many many phone calls they provided me with a fitting date of 15th June, i was called on 14th June to say it could not be fitted as they did not have the carpet in stock they then advised me 17th June. I waited in on this day and did not receive a phone call and it was until i called i was told the carpet would not be fitted that day. I was then guaranteed by a manager that they would fit it on the Friday 19th June which was the date i was moving in, the day came i called the store to say that they had not recollection of a fitting for that day and that the person who promised me that was not in. 
I received a phone call that afternoon to be told that they could not fit it again! I asked for a refund and was told they couldnt say yes or no. Next day 20th June had a phone call to say i could have a refund and it would be with me in 3-5 days, this time passed i called then was told 7 days and then when i called a 3rd time was told the refund department was closed and they didn't know when i would get the money. 
I have emailed them with a deadline for the refund but as yet no reply has come, unfortunately i paid for it on my debit card  
Any advice and help would be appreciated 

Thanks
Jemma

Sandtree

I don't know the processes in Carpet Right but it could be that whoever does refunds are predominately furloughed and so less staff and more requests for refunds means backlogs.

As you paid by debit card you can ask your card issuer to put through a chargeback... some banks are resistant for doing this but if you persist you normally get them to do it.