Emma mattress UK refund

shellyjoy

hi, I returned my emma mattress and it was collected on 1st November. I paid for it via paypal but no longer have paypal so they agreed that the refund of £471 would be refunded to my bank account within 7-14 days (why so long I have no idea.)
Anyway, it is now the 29th November and still no refund and they have my mattress! I have tried emailing, the chat on the website and ringing them and I just get frustrating generic answers. Everything seems to take days and days to achieve and then you never get any answers!
Has anyone had similar and figured out a solution? I cant afford to lose that money.

Thanks

Mark_d

The fact that you no longer have the paypal account is unfortunate.  Retailer systems are usually setup to refund to the original payment method.

7-14 days from when?  You need to allow time for the mattress to be tested, and then a further week for a refund is fairly standard.

What exactly are Emma saying when you call/email them?  Can you make a formal complaint by email?

shellyjoy

I've complained by email - and get no response. Apparently the refund was sent on the 8th November and I still dont have it. They say they have done all they can and my bank say there is no refund pending. I have asked Emma for proof that the refund has been sent and it is not forthcoming. They keep telling me they are looking into it and someone will come back to me in 1-3 days - this has been going on for well over a week now - its like they are reading from a script. A quick visit to trust pilot shows I am not the only one. Who can I report them to? Is it a small claims job?

A_Geordie

shellyjoy said:

Is it a small claims job?

That's the route I would go, letter before action requesting they refund you (in cleared funds, not pending) within 7 days or you will start legal proceedings. If they believe they have already refunded you then they need to provide proof of the date and time the refund was issued, the bank/card details the refund was linked. If Emma have processed a refund then they should be able to give you the Acquirer Reference Number (ARN) or similar which is a unique numerical ID assigned to the transaction process and is typically used to trace a refund. You should be able to pass that to your bank to find out what's going on. 

Otherwise, once you start legal proceedings I am sure that will speed things up but make sure you get all your costs back for the fees you paid. Emma might try to just refund you and think that's the end of it. 

born_again

shellyjoy said:

I've complained by email - and get no response. Apparently the refund was sent on the 8th November and I still dont have it. They say they have done all they can and my bank say there is no refund pending. I have asked Emma for proof that the refund has been sent and it is not forthcoming. They keep telling me they are looking into it and someone will come back to me in 1-3 days - this has been going on for well over a week now - its like they are reading from a script. A quick visit to trust pilot shows I am not the only one. Who can I report them to? Is it a small claims job?

How was refund sent?

Refunds drop straight into your account, that is the 1st the bank will know of it.