Advice about obtaining refund from Wickes

Jamcat

I would like to know where I stand in getting my money back from Wickes.  I made a big online purchase from Wickes on 18th August 2020 and paid via PayPal.  Some items arrived directly from Wickes straight away and some other bits from their suppliers but the most important part of my order was being supplied by their supplier for an order of 4 guttering items: 2 x fascia boards, gutter joint and pins. I was told the supplier would be in touch, but the items never arrived and no supplier called me within the delivery timeframe given.  I chased this issue not once but many times which became a weekly routine via Wickes Chat, twitter account, email and via phone calls.  I have raised over 4 complaints and requested if they could give me the name of the supplier so I can personally chase but they said they was not allowed to.  I later found out that the name of the supplier was Eurocell.  

It got to a stage where this was really stressing me out, as my old guttering was beginning to leak and the builder that I had booked to install the guttering was no longer available which was really upsetting as I had explained to Wickes that I am a carer for my mum and the guttering was required for where my mother lives in our property.  I contacted Wickes again and they said the supplier would contact me by 26th October but this never happened.

I cancelled my order on the 4th November 2020 as I felt had been patient long enough and had found another company to purchase the guttering from, which delivered the next day.

Wickes informed me that it would take 14 days from 11th November for the supplier to confirm the items was not sent  and for payment to be returned.  Within a few days, I got a refund for £4.39 the total of my missing items is £88.68.  When I contacted Wickes  they confirmed there is two suppliers and that one of them has refunded that item from their store, but the other supplier would follow shortly.  This never happened and I was unaware there was two suppliers involved.  I have chased again and have been told that they are still awaiting for Eurocell to confirm the items have not been dispatched.

As confirmed to Wickes again, I never received the items hence why I have chased and complained so many times to the stage I have cancelled the order and made another one elsewhere.  But Wickes have stated until they get confirmation they are unable to issue me my refund.  They said they would contact me on 3rd December but this never happened and I have sent them another message today.

Please can you advise what I can do next as I so fed up with this issue and just want this closed and my money back?

tacpot12

Letter before action, and sue them in the County Court. In the meantime, keep calling and asking for your money back, as to speak to a manager and very politely keep them on the phone all day until the money is back in your bank account. Then keep calling everyday until the manager is dreading your call. They have had their 14 days for the supplier to confirm, and now that that has passed they no longer need the supplier to respond and should not be delaying refund for any reason.