Vent re: Daily Chemist, Bracknell - they took my payment and did not refund when item out of stock.
MalMonroe
Forumite 5.5K Posts
Hi,
I ordered some items from this chemist's website on 25 October 2021 and they took my credit card payment the same day, £18.85. Next day they sent me an email advising my order had been despatched and I should receive it within a few days. A few hours later on the same day, I received an email to say that the product was out of stock. Now on the despatch email they said that they would not take any payments before items were despatched. But because in the earlier email they had said the items were despatched, they took payment. However, items were not despatched as they were out of stock and they are still showing as being out of stock today.
I noticed that they hadn't refunded my payment a couple of weeks later - gave them time to get themselves sorted. And then started the battle to get my money back. It was only £18.85 but I had had to purchase more of the same item from a different place so it cost me twice the price.
Many emails went back and forth - they kept insisting that a refund had been sent but there was no refund to my credit card at any point. Only then did I do what I should have done in the first place, look at their reviews. Amongst the glowing five star reviews (Trust Pilot) were quite a few that gave them one star and reported the very same story as mine. Goods ordered, not despatched, money taken, no refund.
I phoned my credit card company who said that I should have received my refund by now, they checked but no refund had been sent. The lady I spoke to said not to worry she would ensure that the amount taken would be refunded to my credit card and they would take over pursuing the money from Daily Chemist. I was surprised - I asked if the amount was too small for them to bother with but no, it wasn't.
A couple of hours later, the refund was showing in the 'transaction' section of my credit card app. I wish I'd contacted the credit card company sooner and would advise anyone else to do the same thing. Don't be put off when it's only a small sum.
This chemist is a member of the GPhC (General Pharmaceutical Council) and I'm surprised that members of that council are allowed to do this to customers. I won't be using them again and think a complaint will be going in.
I ordered some items from this chemist's website on 25 October 2021 and they took my credit card payment the same day, £18.85. Next day they sent me an email advising my order had been despatched and I should receive it within a few days. A few hours later on the same day, I received an email to say that the product was out of stock. Now on the despatch email they said that they would not take any payments before items were despatched. But because in the earlier email they had said the items were despatched, they took payment. However, items were not despatched as they were out of stock and they are still showing as being out of stock today.
I noticed that they hadn't refunded my payment a couple of weeks later - gave them time to get themselves sorted. And then started the battle to get my money back. It was only £18.85 but I had had to purchase more of the same item from a different place so it cost me twice the price.
Many emails went back and forth - they kept insisting that a refund had been sent but there was no refund to my credit card at any point. Only then did I do what I should have done in the first place, look at their reviews. Amongst the glowing five star reviews (Trust Pilot) were quite a few that gave them one star and reported the very same story as mine. Goods ordered, not despatched, money taken, no refund.
I phoned my credit card company who said that I should have received my refund by now, they checked but no refund had been sent. The lady I spoke to said not to worry she would ensure that the amount taken would be refunded to my credit card and they would take over pursuing the money from Daily Chemist. I was surprised - I asked if the amount was too small for them to bother with but no, it wasn't.
A couple of hours later, the refund was showing in the 'transaction' section of my credit card app. I wish I'd contacted the credit card company sooner and would advise anyone else to do the same thing. Don't be put off when it's only a small sum.
This chemist is a member of the GPhC (General Pharmaceutical Council) and I'm surprised that members of that council are allowed to do this to customers. I won't be using them again and think a complaint will be going in.
Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
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Replies
I don't think there's anything in the requirements to be a GPhC member that you must process refund requests in a timely manner? What makes you think they're interested in that?