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The Range chasing refund
HelloSummer
Posts: 1 Newbie
I am hoping someone can help me.
I placed an order with The Range on the 20th July for a Garden furniture set due to be delivered on the 23rd July for a garden BBQ, just for us at home but we were having a birthday BBQ and cleared all of the old garden furniture out ready for the new furniture due to be delivered on the 23rd July. I took the day off work ready for the delivery as the delivery time was between 7:00am and 7:00pm I waited and the ordered never arrived, the contact number on the delivery text message sent which confirmed that the offices were closed until the following Monday (this was a Friday). I did not received anything to notify me about any delays, so I sent The Range an email asking where is my order, and I called them the following day. I was on hold for over an hour and a half to get through to customer service, and she was less then helpful advising me to call the direct supplier even though I had brought the goods from them, but I could not call them till the Monday, but she said she would add my name to a list and have someone contact me back, this never happened nobody contacted me back. However I did contact the direct supplier Comfy living, who said that they would look into this and call me back, nobody called me back. I called the following day and spoke to someone else from Comfy living who confirmed that my order was lost and they could not locate the garden set, at this point I was fed up and asked her to cancel my order, which she confirmed that she would do. I then emailed The Range and confirmed that my order is lost and now cancelled, please issue a refund, again no reply from The Range, and I did not have a spare hour and a half to be on hold to speak with them. I called the direct supplier again, and she advised that the order is cancelled on their systems, but it was up to the Range to action my refund, she advised to wait till the Friday and call. So I waited till the Monday and again waited on hold forever and eventually spoke with Customer service and he confirmed that I will be issued a refund within 7 days, this was on the 5th August, but I still have not received my refund, I have emailed them, but again I have had no response, I tried to call them and I was on hold for over an hour and a half, then the line was cut off, this was for £549.99, so not a small amount of money for me. What else can I do as I cannot get through to them by phone and they are not responding to my emails. I paid using paypal and I have reported this to them, but it is under review awaiting the seller to respond, is there anything else I can do. I am trying to chase a refund for goods never delivered, all of the advise I can see on this site are for goods damaged or faulty, what about goods never delivered and then cancelled? Any advise would be much appreciated.
I placed an order with The Range on the 20th July for a Garden furniture set due to be delivered on the 23rd July for a garden BBQ, just for us at home but we were having a birthday BBQ and cleared all of the old garden furniture out ready for the new furniture due to be delivered on the 23rd July. I took the day off work ready for the delivery as the delivery time was between 7:00am and 7:00pm I waited and the ordered never arrived, the contact number on the delivery text message sent which confirmed that the offices were closed until the following Monday (this was a Friday). I did not received anything to notify me about any delays, so I sent The Range an email asking where is my order, and I called them the following day. I was on hold for over an hour and a half to get through to customer service, and she was less then helpful advising me to call the direct supplier even though I had brought the goods from them, but I could not call them till the Monday, but she said she would add my name to a list and have someone contact me back, this never happened nobody contacted me back. However I did contact the direct supplier Comfy living, who said that they would look into this and call me back, nobody called me back. I called the following day and spoke to someone else from Comfy living who confirmed that my order was lost and they could not locate the garden set, at this point I was fed up and asked her to cancel my order, which she confirmed that she would do. I then emailed The Range and confirmed that my order is lost and now cancelled, please issue a refund, again no reply from The Range, and I did not have a spare hour and a half to be on hold to speak with them. I called the direct supplier again, and she advised that the order is cancelled on their systems, but it was up to the Range to action my refund, she advised to wait till the Friday and call. So I waited till the Monday and again waited on hold forever and eventually spoke with Customer service and he confirmed that I will be issued a refund within 7 days, this was on the 5th August, but I still have not received my refund, I have emailed them, but again I have had no response, I tried to call them and I was on hold for over an hour and a half, then the line was cut off, this was for £549.99, so not a small amount of money for me. What else can I do as I cannot get through to them by phone and they are not responding to my emails. I paid using paypal and I have reported this to them, but it is under review awaiting the seller to respond, is there anything else I can do. I am trying to chase a refund for goods never delivered, all of the advise I can see on this site are for goods damaged or faulty, what about goods never delivered and then cancelled? Any advise would be much appreciated.
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Comments
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When you say you have reported it to Paypal, does that mean you have a case open? If so, you should escalate it as soon as you are able. If the claim is for INR (item not received) then the onus is on the seller providing delivery confirmation via an online trackable means. If they cannot do that and you escalate the claim it will go in your favour and a refund will be made by Paypal.1
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See what PayPal come back with. As they have no proof of delivery I can't see them winning.
If for whatever reason you lose the PayPal case it'll be an LBA and then small claims against The Range.1
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