Land of leather Refund Issue.

Millionaire

Hi, I hope someone can advise me.

I purchased a leather sofa from land of leather + the complete care 5yr cover which cost £200 all paid on credit card.

I went into L.O.L today to ask for refund on the insurance as it has a 45 day cancellation period. Its now 41 days.

Firstly they said they require the request in writing as its store policy. So I told them i am not going all the way home to write a letter to bring back here as it says nothing in the policy terms about written requests. just take the reciept down to the store where purchased and request refund

So i get a pen and paper off them and did it there. Though thats the end of this and they would refund the card.

But no... they say the manager is the only one that can offer refunds, he is busy at the moment and that they will let me know if the refund will be accepted or not. Also that they will send out a cheque instead of refunding the card?

Anyone tell me what they are playing at, or is this OK to be refunded by cheque though its was paid via credit card?

Or are they messing me about for time as the 45 days are up in 3 days?

What can i request them to do?

Millionaire

I give up on this forum, no one replies.:(

Millionaire

maypole wrote: »

So, they refunded our card in store, THEN a while later didn't a cheque arrive for the same amount in reply to our letter of cancellation. Normally we would have contacted a company to inform them of this, we are not dishonest, however, under the circumstances we left things as they were and thought it was their own fault.
Good luck, let us know how you get on.

I would do the same, and thanks for the reply.

Well I rang them this morning and they say they still haven't got a manager to authorise the refund (how long does it take for a manager to look at soemthing?:rolleyes:) as yesterday he was in a meeting and its his day off today.

So i asked when the manager will be back in and was told he doesnt know:rolleyes:

Then the bloke told me it could take a week!

So I've told them that there is only 3 days left for cancellation and i want someone to sort it out and ring me back. Told me he will get someone to look at it and ring me back, which im still waiting, and I could almost put money on it that i don't get a call back.

Gonna go back in store 2mrw if no one calls me back:mad:

maypole

The trouble with ringing is that NOBODY ever rings you back, but usually they have to reply to a letter, that is proof that you have contacted them. If ever we have a complaint we always write and ask them to respond in writing so that we have something to refer to.

If the manager is not available, there should be someone else to authorise this, seems like they are wasting time, could you take someone into the store with you as a witness to what is said and to back you up if the time elapses. Don't let them get away with it, look up your consumer rights on this forum.

In the meantime get a letter off to the managing director of the firm explaining the situation, putting something in writing before the expiry date might cover you. Send recorded delivery.

maypole

Did you have any luck with your refund?

Millionaire

maypole wrote: »

Did you have any luck with your refund?

Sorry for the late reply, been working this weekend and trying to sort out a house purchase with no luck.

Anyway, never received any callback as promised, thats twice now, but I was expecting it.

Rang the Insurance company on Saturday and they advised I need to sort it out with LOL as they processed the payment.

So rang the my Credit Card company so that they have on record on their dated logs that I am requesting a refund within the cancellation period. Incase I need to raise a dispute.

Rang L.O.L today again, and again told that authorisation has not been given yet by another lady on the phone. Told to give it a few days.

Im going to now put another letter in writing and pop down to L.O.L tommorow and insist speaking to the manager who seems the only person that can authorise this.

Whats the bets he's gone on holiday till the new year:rolleyes:

ormus

every/any store will have a deputy manager whilst the manager is off for any reason.
give the written notice to him/her. and take a witness. (or send it recorded mail).
if they refuse to play ball, then give it to any member of staff, and take note of their name badge.
(even take a photo with your mobile if required!).

KeithP

Millionaire wrote: »

Im going to now put another letter in writing and pop down to L.O.L tommorow and insist speaking to the manager who seems the only person that can authorise this.

I see you have already given them one letter. That really should be enough to ensure you have asked for it to be cancelled within the 45 days. If it takes them another 45 days to find their manager, that isn't your problem (except in the delay of getting your money back).

However, it is a good idea to take a second letter down there tomorrow and ask someone to sign a simple dated receipt for it.

maypole

Also, when you do eventually get your refund, I would send a letter of complaint to the company and tell them of the trouble you have had to get it! It is just not fair the way they treat customers, as if they were stupid or something.

maypole

Any luck yet?

Nile

Hello Millionaire

I'll move your thread to 'The (Consumer) Vent' board.

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

Regards

Nile