Toys-R-Us refund / escalation help?

Robwales

Hi

My daughter bought a toy from the ToysRUs website (UK) for her brother's Christmas present, that did not get fulfilled (there was an issue on the Toys R Us Website).

On 14th December 2022, a refund was offered, but despite her chasing every week my daughter has not received the £49.99 refund – almost 2 months later!

This is not acceptable – not least because this is a significant amount of money for my daughter, and also given she has been taking the effort to chase this up and there has been no meaningful action on the part of ToysRUs to resolve it.

Today i tried to help / intervene and - to see if i could escalate today via Resolver - but the company doesnt show
I tried to email their CEO and also UK director - emails bounced back

Any advice on the next steps?

PS

i see a lot of similar issues reported here!

https://uk.trustpilot.com/review/www.toysrus.co.uk

Thanks!

screech_78

How did your daughter pay? 

Chargeback seems the most sensible option.

Robwales

Thanks.  She paid by Apple pay linked to her Santander Debit card
I will google "chargeback" and see how to progress that

km1500

you would be better off googling 'apple pay item not rreceived' as it is apple pay you are dealing with

eg

https://discussions.apple.com/thread/250749003#:~:text=Open Wallet>tap on the,a report an issue link.

Robwales

We have just submitted via Santander website for making a Claim  (although there wasnt an option for a missing refund, so have to use the missing product/service option)...will see what Santander say in the next 48 hrs.