Defective item sent back as requested but no refund

hubb

Manxman_in_exile said:

So you started this thread only 12 days after you sent the boots back and today is only the 21st day after sending them back?

12 days is, I would suggest, a bit early to start complaining on here that you've not received a refund, and to even think about starting a money claim!  21 days is longer but I'm still not sure it's worth the amount of effort you've put into it so far.  Personally I'd only start worrying about it after 28 days or a calendar month.  As I said before, I'm not condoning what they've done if they've been blatantly lying to you that a refund has been processed when it hasn't, but mistakes happen and at the moment there seems to be a lot of confusion and delays owing to Covid etc. 

I don't know how you've been communicating with them but I'd try again.  Have you explained to them that each time you've been fobbed off by being told that a refund has been or is being processed when it is quite obvious that it hasn't and that that is untrue?  You have explained to whoever you're talking to that GO* have accepted that the boots are faulty and have agreed to a refund?  Have you got a reference number or something to back that up?(Sorry but I don't know what you've told them and they've told you).

It's up to you how much longer you want to give them and whether it's worth sending a letter before claim for £35.  I'd only send a letter before claim if I was definitely going to follow it up and I'd wait until Monday 16 Nov before doing so.

I have been dealing with a few different people via Twitter, facebook and email. I contacted my bank who advised that refunds can take up to 15 days to appear in an account. the original purchase was made on credit card which has now expired. I advised the send the refund to my bank account instead as I will have the cash back.

Manxman_in_exile

hubb said:

Manxman_in_exile said:

So you started this thread only 12 days after you sent the boots back and today is only the 21st day after sending them back?

12 days is, I would suggest, a bit early to start complaining on here that you've not received a refund, and to even think about starting a money claim!  21 days is longer but I'm still not sure it's worth the amount of effort you've put into it so far.  Personally I'd only start worrying about it after 28 days or a calendar month.  As I said before, I'm not condoning what they've done if they've been blatantly lying to you that a refund has been processed when it hasn't, but mistakes happen and at the moment there seems to be a lot of confusion and delays owing to Covid etc. 

I don't know how you've been communicating with them but I'd try again.  Have you explained to them that each time you've been fobbed off by being told that a refund has been or is being processed when it is quite obvious that it hasn't and that that is untrue?  You have explained to whoever you're talking to that GO* have accepted that the boots are faulty and have agreed to a refund?  Have you got a reference number or something to back that up?(Sorry but I don't know what you've told them and they've told you).

It's up to you how much longer you want to give them and whether it's worth sending a letter before claim for £35.  I'd only send a letter before claim if I was definitely going to follow it up and I'd wait until Monday 16 Nov before doing so.

I have been dealing with a few different people via Twitter, facebook and email. I contacted my bank who advised that refunds can take up to 15 days to appear in an account. the original purchase was made on credit card which has now expired. I advised the send the refund to my bank account instead as I will have the cash back.

Well that may have contributed to the problem.  Usually refunds have to be made by the same method that the returned item was paid for.  As advised previously, the fact that you made the original payment on a card that has now expired, but has been replaced by a new card, should not have been a problem.  Your bank would have been able to allocate* any refund to the correct CC account regardless of whether the original purchasing card had expired.

The delay in your refund is probably down to someone in a back office saying "Hold on - what's happening here?  It was paid for on credit card but they've asked for a cash refund.  That's against anti-money laundering rules, isn't it?!"     Your "cash" refund probably needs to be signed off by everyone in their finance dept.

Is it Great Outdoors?  I had a problem with a refund on an instore purchase with them a couple of years ago.  The card I'd bought it with really had expired (I no longer had a credit card or account with that bank) and they pointblank refused to put the refund onto a different card.  I had a prolonged discussion with the store manager before they agreed to refund me in cash out of the till.  Funnily enough that was for £35 too.

*Out of interest, did you decide yourself not to put the refund on your "new" credit card, or did your bank or GO say you couldn't use your new card?

hubb

No, I was allocated an new credit card but preferred to have it refunded to my bank account so I could send the money to the person I originally bought the boots for as a gift. The shop is MW  
Still no refund and the bank say that it should have been received by now. In fact, they suggest that MW should be able to arrange a trace for this. MW again have gone quiet after the assurance they will get back to me after speaking to the finance department. This just keeps going round in circles.

Manxman_in_exile

Ask them straight out if there is a problem causing confusion/the delay.  Ask them if it's because you've asked for a cash refund but made the original payment by card.

If you've got nothing by Monday 16 November (31 days after you sent them back?) I'd consider sending a letter before claim giving them, say, 14 days to pay or you will take action.  (Point out they've been telling you that a refund has or will be made and it obviously hasn't - only you know the details).  I wouldn't send a letter unless I was committed to make a claim, though, as if you don't make a claim after 14 days they know it was a hollow threat.  Include the claim fee in the amount you are claiming.

Whether it's worth the hassle of claiming for £35 as opposed to waiting is up to you.  I can see why you might - I can see why you might not.  (The problem you might have if you do make a claim is that they pay the refund strightaway, but don't pay the claim fee.  Then you've got the hassle of trying to chase that out of them or you are out of pocket.  Unless you really think they aren't going to pay, I think I'd wait before doing anything else.  Speak to them again).

hubb

The bank tell me to speak to MW. MW tell me to speak to my bank. MW sent me a thin screenshot showing their payment being actioned. My bank say from the screenshot that it should have gone in almost immediately if sent to the account number and sort code. My bank also say that its their bank’s responsibility.

Manxman_in_exile

If I were you I'd confirm with them that they've used your correct account number and sort code.

If they've paid it into the wrong account, but don't realise it, they may very well think it's done and dusted and not understand why you keep querying it.

Are you absolutely sure they haven't credited it back to your credit card?

hubb

My payment has come through. Mission accomplished. 

Manxman_in_exile

Just within 28 days from you returning them.  I wouldn't be surprised if they aim for something like that.

Thanks for update.