Studio Retail - Not issuing refund

cwils01

I placed an order in early November with Studio and paid in full. The item then got delayed so I cancelled it but they still attempted to deliver the item via Hermes. To cut a long story short, Hermes "lost" the parcel on the way back to Studio. Hermes admitted fault and told me to contact Studio for a full refund. Studio said they would be investigating this as of the 21st November and I need to wait 30 days for the refund which would be no longer than the 30 days, taking me up to today (21st December). I have had 3 emails confirming I will get the refund today, checked my account and no refund has been processed. I have called them up and they have said that I now need to wait longer for it to be investigated. At a loss as to what I can do now? I can't do a chargeback as I didn't pay on a credit card it was paid via a debit card, tried to escalate it with Studio, and of course, they keep cutting me off. I just want the refund as they have told me I will get it but now they're saying I need to wait longer...

Aylesbury_Duck

Leave it a few more days and then send them a letter before action and take them to court if they don't respond.

[Deleted User]

I got great advice recently from citizens advice consumer helpline which worked and I got my refund with the company I was having trouble with. 

unholyangel

Remind studio that they have 14 days from receiving your cancellation to refund. That is under the consumer contracts regulations. 

Also remind them that the goods remain at their risk until they enter your physical possession (or someone identified by you as authorised to receive the goods) and as you never took physical possession of them, they cannot make your refund conditional upon any investigation. That is under the consumer rights act

How did you pay, how much was it and were any third parties involved (like PayPal, Google wallet....that type of thing)?

DiddyDavies

cwils01 said:

I can't do a chargeback as I didn't pay on a credit card it was paid via a debit card,

You can attempt a chargeback on both debit and credit cards. It's "section 75" claims that are credit purchases only.

lynz64

I am also waiting on a refund which Studio seem to have great difficulty issuing. I initially contacted them 10th December to cancel my item and get a refund. I phoned one week later only to be told my refund had not been actioned. During my many conversations with Studio they have promised my refund would be in my bank within 48hrs, told me my refund has not been actioned, told me they cannot issue a refund and last but not  least (after todays email) have said it is with their refund dept. I have asked for all data held by them pertaining to my case... I am met with silence.
I have asked for someone to call me.... Nothing!
I have now started the process of a charge back through my bank...as the latest communication asked that I wait longer. What a joke... Would never ever use Studio again. Everytime you call you get a different person giving out different information and not even the correct information. People please avoid at all costs