Welcome Break - KFC - Refund not received - Paid via CC

tasticz

I stopped at Welcome Break service on the motorway two weeks ago where I ordered food from Welcome Break KFC; however, the electricity went off before I received my order and we all had to evacuate the building.

We waited for around 30 minutes and spoke to the staff there who could not guarantee when the building would be open again. They said if we need to continue our journey then we should email the head office who will be able to issue a refund for our food as we did not get it. There was also £15 charge if we stayed more than 2 hours at the service station.

I emailed Welcome Break customer service the same day and received a response back from the KFC Manager acknowledging what had happened and to email what happened to the cashier department of Welcome Break who would provide refund. I straight away emailed, however, it's been nearly 2 weeks and I have not received a response /acknowledgement back or my refund.

I provided them with the full receipt showing my order number and also the customer copy of my receipt which shows the £15 charge.


Please can you advise what should I do? How long should I wait before I escalate this further? I paid via credit card, so I assume I should contact my bank next?

Jenni_D

Send them a reminder and give them another week - if they still haven't refunded raise a chargeback claim with your card provider?

born_again

Jenni_D said:

Send them a reminder and give them another week - if they still haven't refunded raise a chargeback claim with your card provider?

For non receipt of refund chargeback. You need in writing these details. Date refund processed, Amount of refund & last 4 of card number. This would also have to be from the company who were paid.

bris

You mean you actually waited more than 2 hours to get a KFC?

tasticz

bris said:

You mean you actually waited more than 2 hours to get a KFC?

read again.

tasticz

Jenni_D said:

Send them a reminder and give them another week - if they still haven't refunded raise a chargeback claim with your card provider?

I have sent them an email again. let's see!

bris

tasticz said:

 There was also £15 charge if we stayed more than 2 hours at the service station.

I provided them with the full receipt showing my order number and also the customer copy of my receipt which shows the £15 charge.

tasticz said:

bris said:

You mean you actually waited more than 2 hours to get a KFC?

read again.

I have. I read it that you waited at least 2 hours for the electricity to come back on to get the KFC, hence the 2 hour £15 charge

If you only waited 30 minutes why would you be charged the £15?

Unless it's a coincidence the KFC was also exactly £15 but that's not how it reads to me.

Spies

bris said:

tasticz said:

 There was also £15 charge if we stayed more than 2 hours at the service station.

I provided them with the full receipt showing my order number and also the customer copy of my receipt which shows the £15 charge.

tasticz said:

bris said:

You mean you actually waited more than 2 hours to get a KFC?

read again.

I have. I read it that you waited at least 2 hours for the electricity to come back on to get the KFC, hence the 2 hour £15 charge

If you only waited 30 minutes why would you be charged the £15?

Unless it's a coincidence the KFC was also exactly £15 but that's not how it reads to me.

Stop being pedantic, the OP clearly talking about the value of the food not the carparking charge.

Bradden

It's not clear to me.. the OP said " There was also £15 charge if we stayed more than 2 hours at the service station."

This seems to me to be an additional charge of £15 for  parking. Hope @tasticz can clarify.

sheramber

As I read it the OP stopped at Welcome Break and ordered KFC and paid for it.

Electricity went off anf after 30 minutes OP decided to continue journey.

Total stay was  more than 2 hours , hence extra charge.

So , how did the stay exceed 2 hours?

How long had you waited for your order before electricity went off if 30 minutes after power went off you left. 

Who implemented the extra charge?

born_again

Bradden said:

It's not clear to me.. the OP said " There was also £15 charge if we stayed more than 2 hours at the service station."

This seems to me to be an additional charge of £15 for  parking. Hope @tasticz can clarify.

The "IF" they stayed more. NOT they did.. Seems very clear they did not stop 2 hours.