Struggling to get refund for item not received

lannyloo6398

Hi

On 20th May I ordered 2 Hockey Tops from a UK company online.

By 20th June we had not received the order and ignored emails sent so I contacted them via their Facebook page. They responded and said there had been a delay from their supplier and our tops would be sent out that day.

On 26th June we had still not received the tops so once again I contacted them via their Facebook page and asked for a full refund. They responded the same day and apologised and said their supplier was sending them out within 7 days so I should get them soon. 

On 6th July I once again contacted them via their Facebook however I had been blocked from messaging so I left a comment on their main page.

I was then contacted by an individuals account who said the tops had been posted and should be with us soon.

On 8th July a parcel arrived however only one out of two tops were in it. I messaged the individual and informed him and said I wasn't prepared to wait any longer and to issue a refund for the top that hadn't arrived. I was informed the refund would be issued.

I then messaged again on 12th July and was told they were waiting for the supplier to refund them and then they would refund me.

I messaged again on 20th July and informed them I'm still waiting for the refund and would be seeking advice. They informed me they wouldn't refund until the supplier had refunded them.

I find this Customer Service despicable and feel I shouldn't have to wait any longer.

Can you please advise? 

Thanks 

Sandtree

How did you pay?

If by debit or credit card directly then talk to your bank about a chargeback for the item not received.

If by PayPal then raise a dispute on the transaction. 

lannyloo6398

Hi

It was by Debit Card. Will they still be able to do after all this time? We ordered in May? 

Ergates

"I messaged again on 20th July and informed them I'm still waiting for the refund and would be seeking advice. They informed me they wouldn't refund until the supplier had refunded them."

They're not allowed to do that - problems with a refund from the supplier are *their* problem, they cannot pass it on to you.

lannyloo6398

Ergates said:

"I messaged again on 20th July and informed them I'm still waiting for the refund and would be seeking advice. They informed me they wouldn't refund until the supplier had refunded them."

They're not allowed to do that - problems with a refund from the supplier are *their* problem, they cannot pass it on to you.

That's exactly what I was thinking