Can I be forced to go to store for refund?

Intellie

I ordered an item on 7th August physically in a store as it was not in stock. I’ve chased what’s happening and the web customer service team will not respond on specific orders saying that I need to call the store, however there’s a message on the phone lines saying use the online customer service. So after some digging I have sent an email to the specific store to find out what’s happening. On one of the automated messages it says the only way to get a refund on items not arrived is to go into the original store which will be a real pain. After two months surely I’m entitled to a refund without any more inconvenience? Crazy that the store can operate too with zero updates after two months on where my item is… particularly after reassuring me it would be with me for the start of the school term. I’m now getting grief my daughter does not have the item she needs and at an impasse as to action to take.

neilmcl

And why can't you go to the store for a refund?

ItsComingRome

You're not forced to go into a store.  But if you choose not to you won't get your refund.

As you bought in a store there's nothing wrong with insisting you return it to the store.

TELLIT01

Many companies run their on-line and shop operations totally separately, so their web support telling you to use the on-line customer service is no surprise.

Jenni_D

How did you pay?

If you paid by debit card then you could raise a chargeback for non-delivery of the goods. (You're well past the minimum 15 days limit chargeback requires before such a claim can be raised). AFAIK chargeback doesn't differentiate between online and instore purchases.

Aylesbury_Duck

Intellie said:

I ordered an item on 7th August physically in a store as it was not in stock. I’ve chased what’s happening and the web customer service team will not respond on specific orders saying that I need to call the store, however there’s a message on the phone lines saying use the online customer service. So after some digging I have sent an email to the specific store to find out what’s happening. On one of the automated messages it says the only way to get a refund on items not arrived is to go into the original store which will be a real pain. After two months surely I’m entitled to a refund without any more inconvenience? Crazy that the store can operate too with zero updates after two months on where my item is… particularly after reassuring me it would be with me for the start of the school term. I’m now getting grief my daughter does not have the item she needs and at an impasse as to action to take.

No, you're not.  If it's something your daughter needs for the start of term, and we're now in October, maybe returning it to the store should be your priority, even though it would be a real pain to do so.  I'm sure it's a real pain for your daughter to have been without it for a month.

mattyprice4004

If you ordered in store, the store will need to deal with a refund and will likely physically need your card there to refund to. 

Online operations are usually run completely separately to physical stores 

nyermen

I read the point from OP slightly differently from some (eg. "returning it to the store should be your priority" response) - but that infact, that they've ordered something to be delivered, just in store, and that it hasn't been delivered yet?

I think if you order for delivery to store, you have to go back to the store I'm afraid (it's not an online purchase). Unless they logged you onto their website there and had you do an online order yourself?

user1977

Ultimately there's no statutory reason why you need to physically be on their premises to get the refund you're entitled to, but it's probably going to be the easiest option.

prowla

I'd just go to the store it was bought/ordered from.

You'll have the benefit of coming out knowing you've got your refund and a paper copy of the transaction.

born_again

Jenni_D said:

How did you pay?

If you paid by debit card then you could raise a chargeback for non-delivery of the goods. (You're well past the minimum 15 days limit chargeback requires before such a claim can be raised). AFAIK chargeback doesn't differentiate between online and instore purchases.

OP would need something to say that item was out of stock in store. As got to guess this was a PIN payment.

Odd that OP does not want to go back to store as would guess that it would be a in store pick up?