Purchased Item Never Dispatched From Retailer - Now They Won't Rufund Me!

jinty172606

Hi. Any help or advice is greatly appreciated. I am at my wits end and don't know what to do...

I purchased a Christmas gift on 02.12.24 for £379.99 through Klarna.

The Retailer updated me the same day to say item should be delivered to me on 10.12.24.

On 09.12.24 the retailer contacted me again to say there was an issue with delivery and my new delivery date would be 18.12.24.

By this point I was peeved so started doing some research (I'll come back to this). Since the 12.12.24 until now I have been contacting the business constantly and their replies have been very sparse. 

On 17.12.24 I got another email saying my order has been refunded because they never had the item that I purchased in the first place and they were obviously never going to dispatch it. 

I have all the correspondence, invoice and refund note. But there is not sign of the actual money being refunded. 

Klarna has confirmed that the funds have never been received back. But other than pausing payments, I need to contact the retailer, which is proving fruitless as they just ignore all my emails and calls. 

Now, I know I'm a mug for not looking into this before purchasing from them (I'm not usually that dolly), but during my research it turns out the gentleman who the business is registered to has a history of this, and has had numerous companies that have then dissolved with similar reviews and complaints.

I just want the money refunded. And despite constantly pestering them they continue to ignore me and not refund the amount. 

Maybe a little far fetched, but can I make a report with Police? I have contacted Consumer  Ombudsman and filed a complaint, but who knows who long this can take? What else can I do? Please, any advice? 

Keep_pedalling

Who did your order this from?

jinty172606

Recell-IT Ltd

ellenvan

I would go straight to your card provider - best chance of a refund

Ergates

The police won't be interested - this is a civil matter.  The consumer ombudsmen won't help resolve this either.

Given the retailer doesn't seem to be acting in good faith, I think the next step would be a letter before action.  There are templates for this on the web (including one on the main MSE site I believe).  It lays out the resolution you want (a refund), a timescale for this (a couple of weeks maybe) and what will happen if they don't act (you'll take them to small claims court).  Prepare this, then send it recorded delivery to the retailer.

You can start preparing for a small claims court action too - gathering the information you'll need.   e.g. *exactly* which entity did you pay?

Jenni_D

ellenvan said:

I would go straight to your card provider - best chance of a refund

OP paid via Klarna. However that's also a form of finance (assuming they used that mechanism ... their comment of "other than pausing payments" suggests this) so the OP should raise a Section 75 claim with Klarna for finance to be cancelled and any payments refunded.

Ergates

Jenni_D said:

ellenvan said:

I would go straight to your card provider - best chance of a refund

OP paid via Klarna. However that's also a form of finance (assuming they used that mechanism ... their comment of "other than pausing payments" suggests this) so the OP should raise a Section 75 claim with Klarna for finance to be cancelled and any payments refunded.

It depends on how Klarna was used I believe.   Some methods are (if you use a Klarna card), but some times it's acting as a payment processor rather than a creditor, so doesn't.

Jenni_D

It was the OP's "pausing payments" comment which makes me think this was a finance arrangement. (e.g. 0% or low APR credit).

born_again

ellenvan said:

I would go straight to your card provider - best chance of a refund

It's via Klarna. So OP dispute is with them.

Jenni_D said:

ellenvan said:

I would go straight to your card provider - best chance of a refund

OP paid via Klarna. However that's also a form of finance (assuming they used that mechanism ... their comment of "other than pausing payments" suggests this) so the OP should raise a Section 75 claim with Klarna for finance to be cancelled and any payments refunded.

Klarna is not covered by S75 as it is a BNPL method of payment. Which at the moment is not covered.

jinty172606

Ergates said:

Jenni_D said:

ellenvan said:

I would go straight to your card provider - best chance of a refund

OP paid via Klarna. However that's also a form of finance (assuming they used that mechanism ... their comment of "other than pausing payments" suggests this) so the OP should raise a Section 75 claim with Klarna for finance to be cancelled and any payments refunded.

It depends on how Klarna was used I believe.   Some methods are (if you use a Klarna card), but some times it's acting as a payment processor rather than a creditor, so doesn't.

I used a Klarna "card" to process the payment to the retailer online. 

jinty172606

jinty172606 said:

Ergates said:

Jenni_D said:

ellenvan said:

I would go straight to your card provider - best chance of a refund

OP paid via Klarna. However that's also a form of finance (assuming they used that mechanism ... their comment of "other than pausing payments" suggests this) so the OP should raise a Section 75 claim with Klarna for finance to be cancelled and any payments refunded.

It depends on how Klarna was used I believe.   Some methods are (if you use a Klarna card), but some times it's acting as a payment processor rather than a creditor, so doesn't.

I used a Klarna "card" to process the payment to the retailer online. 

They obviously front the full amount and I pay the card off in installments.