No refund - Femme Luxe

ashleigh20

I bought a number of dresses from Femme Luxe on 24th March equating to around £60. All were low quality so I returned recorded and the items were received by the retailer on 6th April. I contacted them on 19th April to ask when I would expect refund as hadn’t heard anything - they responded and said I must allow 28 working days. It’s now 3rd June and I’ve heard nothing. I’ve tried reaching out via their contact form 2/3 times but no longer get a response, reached out on Facebook and Instagram with no response either. They are very active on Instagram so have commented on their posts twice asking when I’m due a refund (I noticed someone else had done the same) and they just delete the comments.

I paid via Klarna pay in 3 so thankfully I’m only out about £20. I have provided Klarna with all the tracking info and they have paused the transaction as they can clearly see it is sitting with retailer. They haven’t been much help and have said they will get their investigation team to reach out to Femme Luxe but there doesn’t seem to be any success. 

Can anyone advise what I should do? Really want this resolved and also to spread the word as widely as possible to discourage others from buying from them. Thanks!

Ergates

ashleigh20 said:

they responded and said I must allow 28 working days

That's not true - they should refund you straight away.

Send them a letter before action informing them that if they do not process your refund within  x days (7 should be plenty, 14 if you're feeling generous) you will start a small claims court proceeding against them.  (You can google for templates for the letter).     This can be done via email - doesn't have to be a physical paper letter.

If they don't response and/or don't refund you in the time you give them, take them to court.   Although you will have to decide if it's worth the effort for £20.