Still waiting for refund 8 weeks later ...

cassier

I ordered a garden furniture set from Aldi online on May 16th, I received confirmation followed by tracking information on May 17th. I followed the tracking day by day only to notice it being updated with 'item damaged, return to sender' on the 20th. I called Aldi and they confirmed it would be returned to them, once received a refund would be processed within 14 days.  Since then I have chased by phone and email, first being told they hadn't received it back and couldn't do anything until they did, then they gave me a date for when the refund would be manually processed (without having received the items back) - this date came and went, still nothing. I called again and was told I shouldn't have been told that, they'd investigate further.  Called again, was told that the shipping company had been contacted and the product was on its way back. Still nothing.  I emailed to ask for the situation to be escalated, no response.  Called again, said it had been received and I'd receive my money within 14 days.  Again, 14 days came and went and nothing.  Sent emails threatening legal action, no response. Called again last week, was told it had been referred to head office, once approved I'd get a refund in 3-5 days.  I've heard nothing since.  This was an order for over £600 and 2 months later I've received neither the product nor my money back, surely they're breaking the law with this?  What can I do now?  I don't seem to be getting anywhere contacting them directly.  I'm seriously stressed and disgusted by their terrible customer service, I certainly won't be ordering from them again.  Any advice would be much appreciated.

JJ_Egan

Suggest you send a letter before action   LBA  google for templates /

( seriously stressed, see doctor  asap  .

Jenni_D

How did you pay? If by credit card then initiate a Section 75 claim. If by debit card then initiate a chargeback. Don't keep waiting for them to do nothing.

cassier

I paid by debit card, according to what I've read that can take up to 120 days, I was hoping to get it resolved sooner than that but you're right, I can't keep waiting for them to do nothing.  I just can't believe that they are able to get away with this!

Jenni_D

No ... 120 days is often the time limit in which to make a chargeback claim. A chargeback is typically actioned very quickly but the other side have 45 days in which to challenge it. (In other words, you get the money back quickly but it could get snatched away again within those 45 days if the bank agree with the seller; from what you've written this should be unlikely).

cassier

Thank you Jenni, I've just submitted a claim with the bank. I'll follow up with a letter of complaint to Aldi Head Office (once I've got my money back!).