Matalan Refund Issue

Dawn1966

Hi I'm looking for advice as to who I should escalate my complaint to regarding a refund I have yet to receive from Matalan following an online order.

The complaint started on the 18th January when I had returned some items and received a refund minus £10. I emailed Matalan and received no correspondence from them, so on the 31st Jan I contacted them via Twitter. The missing £10 was because I had used a 'gift card', which actually was a credit after a refund given from the 1st lockdown.

I had kept more than I returned so don't know why they decided to refund the card back rather than cash, but anyway as it turns out the gift card still does not have the £10 refund on it. I keep being told by Matalan that it has been escalated to the finance dept, and this was the last email I received from them on the 1st March.

'Thank you for contacting the Matalan Customer Care Team,
Further to your query regarding the refund for your order number ********* , I am very sorry to hear that you have not yet received the full refund for your order. I can confirm that the refund was not successfully processed due to a technical issue. Please be advised that the matter has been escalated to one of our relevant teams so that they could resolved the issue for you as soon as possible.
Lastly, I would like to add that as soon as I receive a response from them, you will be notified immediately over an email.
I do apologize for any inconvenience this may have caused you.
If you require further assistance, do not hesitate to contact us.
Kind Regards
Michael
Matalan Customer Care Team'

Refunds are supposed to be sorted by 14 days after returning the goods so I'm absolutely furious I am still waiting for it to happen obviously. So where do I go next as I'm getting absolutely nowhere by writing to them, and you can't phone as they don't answer you just get a recorded message.
Appreciate any help regarding this matter, or if anyone else has had a similar issue which they have successfully resolved with Matalan would be good to hear from you too.

JJ_Egan

Try an LBA  letter before action/ claim , Google for templates .

pbartlett

There is no one you can 'escalate' a claim for £10 to. I would just continue plodding away contacting them