Retailer refusing refund for item that they say I’ve used

piggylily

Okell said:

Alderbank said:

RefluentBeans said:

Just be sure to know what you’re claiming under as it seems unclear currently. If you haven’t stated that the products are faulty to the retailer you should do that asap. 

In the first post the OP said  'it was agreed that...they’d send me a replacement part for the trolley.'

I assumed from the above that the OP had stated the trolley was faulty and the trader had accepted such. What other reason would there be for the trader to send a replacement part?

RefluentBeans said:

Alderbank said:

RefluentBeans said:

Just be sure to know what you’re claiming under as it seems unclear currently. If you haven’t stated that the products are faulty to the retailer you should do that asap. 

In the first post the OP said  'it was agreed that...they’d send me a replacement part for the trolley.'

I assumed from the above that the OP had stated the trolley was faulty and the trader had accepted such. What other reason would there be for the trader to send a replacement part?

I’ve just re-read the post twice - in all honesty the whole thing somewhat confuses me. If OP could clarify to make sure I’m understanding correctly:...

I did actually ask @piggylily yesterday why they were returning the goods (were they faulty or were they simply "unhappy" with them) but their response was rather confusing.

They appeared to reply "I've answered above" - as in they had already provided the information in a previous post, but what they'd actually done was quoted my question and then provided their answers within the quote, but without highlighting them and drawing attention to them.

I thought it was a rather abrupt and dismissive reply before I realised what they'd done...  

Sorry - I find the quote / reply format on my phone a bit tricky. 

Okell

I think everyone is finding it tricky at the moment!

piggylily

The retailer hasn’t replied since it’s last email saying it would contact the manufacturer and get back to me. This is after I issued a letter by email, as advised by the Consumer Rights Service telephone line, detailing my rights and expectation of refund as agreed and response within 14 days. The retailer is nearly at the 14 days. Since that letter, and on the advice here, I went to my credit card company and asked specifically for a S75 rather than the chargeback they wanted to do. My question is, do I do anything more with the retailer - chase again for my refund or leave it with the credit card company to manage? I’m assuming the credit card company is investigating - I have not done a S75 before so don’t know about timescales and if/how the credit card company update the customer regarding the progress/outcome. In the past week, the retailer has now changed the small print relating to refunds and returns on their website. Luckily I took screenshots of what the text was before. 

piggylily

Well, on the 14th day, I received an email from Hitch-a-Bike stating the refund as agreed. I’m relieved. I hope the company has learnt something about UK law. Based on my experience, I won’t be recommending them. 

the_lunatic_is_in_my_head

piggylily said:

Well, on the 14th day, I received an email from Hitch-a-Bike stating the refund as agreed. I’m relieved. I hope the company has learnt something about UK law. Based on my experience, I won’t be recommending them. 

Hello OP

Thank you for updating us, really glad to hear you got a refund eventually