Help with refund

Gregan

Hi all, 

Ordered a takeway from a local restaurant at the end of June via their website. On confirmation of order I was advised wait time was 1.5hrs. I immediately called to cancel the order as this was longer than I expected to wait. No issues cancelling.

The following week I noticed the money had been taken out my account. Called the restaurant and they said it could be delayed and to call back if it wasn’t in by the weekend.

Called back after nothing going into my account the following week. Spoke to someone different who took down my order and order number and said she’d pass it on to a senior staff member who could action a refund immediately. Again waited until after the weekend and still nothing.

Messaged their Facebook page after this and spoke to said senior staff who apologised and said nothing had been passed on. Again she took my order number and said she would look into it. No refund come Monday.

I then messaged again enquiring about my refund and was asked to provide my bank details. I sent these along and heard nothing back and after the weekend still had no refund.

5 weeks after placing this order I messaged again stating it was unacceptable and I expected my issue dealt with that day. No response and still no refund. 

I now want to take this further. What are my legal rights here? Is there anywhere I can claim this back or report the restaurant? It’s only £20 odd but I have paid for something I never received and cancelled well before they would have started making it so the restaurant would have not lost any money in that regard. 

Aylesbury_Duck

Gregan said:

Hi all, 

Ordered a takeway from a local restaurant at the end of June via their website. On confirmation of order I was advised wait time was 1.5hrs. I immediately called to cancel the order as this was longer than I expected to wait. No issues cancelling.

The following week I noticed the money had been taken out my account. Called the restaurant and they said it could be delayed and to call back if it wasn’t in by the weekend.

Called back after nothing going into my account the following week. Spoke to someone different who took down my order and order number and said she’d pass it on to a senior staff member who could action a refund immediately. Again waited until after the weekend and still nothing.

Messaged their Facebook page after this and spoke to said senior staff who apologised and said nothing had been passed on. Again she took my order number and said she would look into it. No refund come Monday.

I then messaged again enquiring about my refund and was asked to provide my bank details. I sent these along and heard nothing back and after the weekend still had no refund.

5 weeks after placing this order I messaged again stating it was unacceptable and I expected my issue dealt with that day. No response and still no refund. 

I now want to take this further. What are my legal rights here? Is there anywhere I can claim this back or report the restaurant? It’s only £20 odd but I have paid for something I never received and cancelled well before they would have started making it so the restaurant would have not lost any money in that regard. 

Your rights are clear: you are entitled to your money back because they accepted your cancellation.  You could try your bank or card company (if that's how you paid) but other that that, there's not much more you can do because going to small claims court for £20 would be daft.

pinkshoes

Do they have a Facebook page? You could try posting a message on their stating that they agreed but 5 weeks later  you haven't had the money back.

MattMattMattUK

If they are, as you say, local, why not just pop in on your way to/from somewhere and have a chat, in all likelihood whoever is in charge there will probably just hand you a £20 note to get it sorted.