Brooke & Wilde Mattress not collected no refund and now no contact!

talderton

Hi, Please could someone let me know how I can get my money back from Brook & Wilde as despite many emails, the standard response is that they are having logistical problems re. collection and will update me in 10 days. This has been going on since March and they are now not even replying to my emails. They have a 200 day no quibble trial on the mattress but it wasn't for me so after a week I asked for a collection. They have now had £600 of my money which I can't get back till they arrange a return. Even then I have seen on other sites people have had the mattress collected then no sign of the refund. I paid on credit card, is there anything I can do? Thank you.

Belenus

A chargeback is one option to consider.

A few months ago I disputed a transaction and asked my credit card company to raise a chargeback. They did that and credited the money back to my account with this proviso.

Just to let you know, we’ve sent a credit to your account for the claim you raised with our dispute team. 
This should show on your account tomorrow, but this could take a little longer if over a weekend.
What happens now? The supplier has 45 calendar days to challenge the claim you have made against them, if this happens and the supplier provides evidence showing the transaction was valid, the transaction will be returned to NewDay LTD and your account will be re-debited.
We will of course contact you via e-mail if this happens.
If no challenge is received from the supplier after 45 calendar days, your case has been a success.

There was no response from the supplier so my case was a success.


If nothing else, a chargeback may prompt action from Brook & Wilde.

born_again

Belenus said:

A chargeback is one option to consider.

A few months ago I disputed a transaction and asked my credit card company to raise a chargeback. They did that and credited the money back to my account with this proviso.

Just to let you know, we’ve sent a credit to your account for the claim you raised with our dispute team. 
This should show on your account tomorrow, but this could take a little longer if over a weekend.
What happens now? The supplier has 45 calendar days to challenge the claim you have made against them, if this happens and the supplier provides evidence showing the transaction was valid, the transaction will be returned to NewDay LTD and your account will be re-debited.
We will of course contact you via e-mail if this happens.
If no challenge is received from the supplier after 45 calendar days, your case has been a success.

There was no response from the supplier so my case was a success.


If nothing else, a chargeback may prompt action from Brook & Wilde.

They have missed a vital part out of their compliance statement. As below.

While we may recover the funds if the retailer does not contest. The retailer has the right to take legal action if they feel they are owed the funds.