Refund on item not delivered, but returned to sender due to damage.

Neddlings

I ordered (bulk) a dog food order before xmas.

On the 5th Jan i received an email stating my order was 'complete'. I left it a week then emailed the company asking what this meant, and if my order was actually dispatched, if so with with courier and i requested a tracking number.
I got a message back saying they would look into it.

Ive had to chase them up again, and have been informed that the order is being returned to them by the courier due to damage, and that they wont resend it (it was 20% off when i placed it), but also wont refund it until they receive it.

They ignore my request for the courier name and tracking number. Their website does not specify who they use.

What, if anything, can i do at this stage?

It was a significantly sized order and i dont have the funds to place another elsewhere until i get my refund.

I paid via PayPal.

km1500

Open a Paypal Item not Received case in their resolution centre and Paypal will ensure you are refunded. Don't let it drag on there is a timescale to do it.

https://www.paypal.com/bm/webapps/mpp/security/buyer-protection-resolution#:~:text=My order never arrived,to get the process started.

born_again

Pay pal dispute non receipt. If they will not refund you.

Neddlings

Just a quick update.

I opened a PayPal dispute, which i escalated after 4 days due to a complete lack of communication from the company. They have completely ignored me through every channel i have tried to contact them (im deaf so cant call them - i did ask someone else to try on my behalf by they kept getting cut off [hung up on]).

This morning PayPal found in my favour and my refund is being processed.

Thankfully i never leave pet food ordering until the last minute, so have had plenty to see me through until i get the money bank in my account. I just have to chose a different brand now, and their dishonesty is making my take my business elsewhere.