Waited over 4 months for a refund

Aafb256

I’m desperate for some advice please.

I returned my order to a fashion retailer in September 2023, they received the order and said I would be refunded my £270 in 28 days. Well here we are in January and I’ve not had my money back.

the retailer would send me generic copy and pasted responses to say they’ve “escalated my complaint” but I had no joy.

I went down the route of raising a chargeback with my bank, but the retailer messaged me and asked me to withdraw my dispute with the bank and they would refund me directly. I stupidly agreed as I was desperate for the money to pay for Christmas, but the retailer has since said they are having trouble with the transaction provider and can’t process he refund until they hear from their bank.

I can’t raise a chargeback again and I can’t go to the financial ombudsman as they don’t investigate these types of complaints according to their website.

what are my next steps?

the_lunatic_is_in_my_head

Probably letter before action and small claims OP if everything else has failed.

Which retailer is this? If it's a big company we can check to see if there is contact email for a higher level of CS such as the CEO.

Aafb256

@the_lunatic_is_in_my_head hi sorry for the late reply, I wasn’t sure how to work the forum. The company is Vesper247 - massive marketing efforts but 0 customer service, a lot of customers on Twitter with same issue. I have sent them a letter before action and also asked for their ADR scheme but they just responded to say they’re waiting for their transaction provider to reply. I emailed again this morning and received an automated response to say the company has gone into liquidation!

Companies House says they are still active, so I’m not sure if they are saying that to get people off their back or not?

what next steps do you recommend please? My bank won’t reopen the chargeback  

born_again

Interesting combination of businesses

• 14142 - Manufacture of women's underwear
• 45112 - Sale of used cars and light motor vehicles
• 47710 - Retail sale of clothing in specialised stores

Aafb256

@born_again I know! The Director Kay Desmond has deleted her LinkedIn account - she must be getting a lot of messages!

she has another company called “Elizabeth Wolfgang” which seems to be still trading