Company withholding money

fran2718

So the order was placed using all my details.
I received a confirmation email and immediately emailed the Best Health uk stating I did not make the order and for them to cancel it. They stated that they ere unable to fo do and that I would need to return the goods when they arrived and I would be refunded.
I contacted my credit card company and they refunded and investigated.
Best Health UK informed my card company that I had made the purchase so I was then recharged.
I took delivery of the items and immediately returned them via special delivery. 
When I could see they had been returned I contacted the company to ask when my refund would be made. They stated within five weeks 😡.
After two weeks I contacted them again and was told they could not refund me as my account was locked due to me disputing with my card company.
My card company opened another dispute but have now said I have to pursue Best Health uk.
Another call to them yesterday and they are still saying they cannot refund as the account is locked

fran2718

Ectophile said:

fran2718 said:

Long story short, inform my credit card company, returned the goods and am now almost £200 out of pocket as the company are refusing to refund.

Go back to your credit card company, then.

I have.
Posted more details jut

Jumblebumble

fran2718 said:

So the order was placed using all my details.
I received a confirmation email and immediately emailed the Best Health uk stating I did not make the order and for them to cancel it. They stated that they ere unable to fo do and that I would need to return the goods when they arrived and I would be refunded.
I contacted my credit card company and they refunded and investigated.
Best Health UK informed my card company that I had made the purchase so I was then recharged.
I took delivery of the items and immediately returned them via special delivery. 
When I could see they had been returned I contacted the company to ask when my refund would be made. They stated within five weeks 😡.
After two weeks I contacted them again and was told they could not refund me as my account was locked due to me disputing with my card company.
My card company opened another dispute but have now said I have to pursue Best Health uk.
Another call to them yesterday and they are still saying they cannot refund as the account is locked

I would make a formal complaint to your credit card company
This should mean it is looked at by someone who does not ignore you when you say you did not make the purchase and hopes you will go away
I would not engage with the supplier further as they are on the face of it  playing stupid games in order to waste your time.

Manxman_in_exile

You haven't actually confirmed yet that this is an online purchase - although I assume it is.

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel a distance or off-premises sale for a full refund* within 14 days of delivery.  In those cases where a contract is only formed upon dispatch of the item, the law still allows you to withdraw your offer to purchase before dispatch.  In either case you are entitled to a full refund.

Read sections 27 - 35 here:  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)

The supplier is in the wrong if they won't refund.

Your card provider may or may not be in the wrong.  If you used a credit card and the purchase qualifies for s75 protection, then your card provider should refund you.  But it sounds like they went for a chargeback - which has its own bizarre rules - and they may or may not be right depending on the exact circumstances.  

*Assuming the goods are not either customised for you or tailored to your specification in some way.

The_Fat_Controller

I'd be having stern words with whoever stole and used your details to place the order too !

Did you actually tell your card company your details had been used fraudulently ?

Manxman_in_exile

The_Fat_Controller said:

I'd be having stern words with whoever stole and used your details to place the order too !

Did you actually tell your card company your details had been used fraudulently ?

Depends, doesn't it?  You might not want to let your card company know that (and I'm just using this as a wholly hypothetical example) your son or your daughter has committed what might be a criminal offence.  (Images of trying to put toothpaste back in a tube come to mind... )

born_again

fran2718 said:

So the order was placed using all my details.
I received a confirmation email and immediately emailed the Best Health uk stating I did not make the order and for them to cancel it. They stated that they ere unable to fo do and that I would need to return the goods when they arrived and I would be refunded.
I contacted my credit card company and they refunded and investigated.
Best Health UK informed my card company that I had made the purchase so I was then recharged.
I took delivery of the items and immediately returned them via special delivery. 
When I could see they had been returned I contacted the company to ask when my refund would be made. They stated within five weeks 😡.
After two weeks I contacted them again and was told they could not refund me as my account was locked due to me disputing with my card company.
My card company opened another dispute but have now said I have to pursue Best Health uk.
Another call to them yesterday and they are still saying they cannot refund as the account is locked

Can only chargeback a transaction once. So that's why it won't work.

Guessing that this was a younger family member that did this. (Won't be the 1st or the last) 
Looks like it's letter before action & then follow up the threat with court action.

Manxman_in_exile

born_again said:

fran2718 said:

So the order was placed using all my details.
I received a confirmation email and immediately emailed the Best Health uk stating I did not make the order and for them to cancel it. They stated that they ere unable to fo do and that I would need to return the goods when they arrived and I would be refunded.
I contacted my credit card company and they refunded and investigated.
Best Health UK informed my card company that I had made the purchase so I was then recharged.
I took delivery of the items and immediately returned them via special delivery. 
When I could see they had been returned I contacted the company to ask when my refund would be made. They stated within five weeks 😡.
After two weeks I contacted them again and was told they could not refund me as my account was locked due to me disputing with my card company.
My card company opened another dispute but have now said I have to pursue Best Health uk.
Another call to them yesterday and they are still saying they cannot refund as the account is locked

Can only chargeback a transaction once. So that's why it won't work.

Guessing that this was a younger family member that did this. (Won't be the 1st or the last) 
Looks like it's letter before action & then follow up the threat with court action.

Thought it might be something like that...

@fran2718 -  go back to the Best Health uk again and quote to them the law I referenced in my post at 12:41pm today.  [Edit: the dispute with your card provider is now closed and is irrelevant as as far as Best Health uk are concerned]

If they still refuse a full refund, follow born_again's advice and send them a Letter Before Claim and then sue if they don't cough up.

Olinda99

You don't need to deal with the company - just contact your card company and tell them it was a fraudulent transaction.

TELLIT01

I'm late to this party but don't understand on what basis the company would refuse to refund if the item was returned within14 days of receipt and in accordance with the company's returns process.  Can the OP expand on the reason for refusal?