Dreams (nightmares?) failed transaction

whitling2k

I tried to buy a couple of beds from Dreams online 2 weeks ago.  No order confirmation arrived.  I got in touch, and in their words, they had some website issues which meant some orders were not uploaded.  But.. my (credit) card was charged, as a pending transaction.

In summary:  

1. The first person I spoke to assured me the order will have gone through, and not to worry.   I'd get order confirmation in a few days.
2. Which didn't happen.  Transaction still showing as pending at this point.
3. So I got in touch again - and this time they said (paraphrased) "of course the order didn't go through.  No order confirmation, no order!  The pending charge will drop off soon".  To which I referred them to my earlier chat and they said oh, let me look into it and get back to you later.
4. Which also didn't happen.
5. Then the transaction appears as a full transaction 😡
6. So I got in touch again, got told there is no order again, so relayed the entire chat history from before.
7. Then they magically found the order in "back office" and cancelled it (at my request), and claim they will refund my card in 7-10 days.

Given their history - I'm not at all convinced that they will action the refund - which will mean I'm going to be charged interest on the transaction.

I know I'll get the money back somehow - this is why I bought it on a credit card for the S75 protection.  But, can anyone give me any assurance that any consequential costs (interest) will be covered by the company for making such an error, then failing to resolve it despite me trying with them three times?  The total order value is a reasonable sum of money, but probably only in the order of £20 per month interest if they don't refund promptly.    It's the principle!

Is it worth challenging the transaction in my app now, or waiting until the end of the 7-10 day window?

Thankfully, all the chats were online chats which I have downloaded date/time and reference stamped, so I have the smoking gun as it were.

sheramber

I would expect if you query it they will just say a refund can take 7-10 days.

born_again

Why do you expect interest to be covered, if it was a intended purchase, but have cancelled due to a mess up?

S75 would not come into play, CC would be looking at a chargeback for non receipt of refund. So hope you got it in writing. 👍

Depending on when the refund comes through. You may still have to pay the balance on the account. As it maybe after a statement has been produced & they do not count refunds as payments, or it is too close to DD being taken.
If in double check with CC co.