Trying to get a refund for an item never sent to me

mikeluff

Hi everyone - would appreciate some advice as I have googled my situation but I don't seem to be able to find an answer that covers what is happening to me.

So I ordered a laptop from very.co.uk on the 02 April - the ordering process was a bit of a nightmare as I tried to apply a 10% discount offer which would not work, but they assured me they would refund the 10% to my credit card and the due date for delivery was the 11 April.

The 11 April arrives but my laptop does not and i still have not received a refund of the 10% of the full order.  I get an email saying that the new delivery date is the 28th April and a text message saying they have no expected delivery date.  At this point I am quite annoyed, especially since I took the day off, and cancel the order.  I get an email saying that they confirm the order is cancelled but need to contact the supplier which may cause a slight delay in the cancellation being processed.

I call very asking  them to hurry this along as I don't want to be charged interest on my credit card.  They tell me it usually takes 24 hours so I have a look a few days later and the order is still not cancelled on my account.  I call them again and they tell me 24 hours is not guaranteed and will take 72 hours for the supplier to respond - by this point it is almost 72 hours.  I tell them that this is unacceptable and the agent puts me on hold only to come back and tell me that I may have to wait until the 28th April before they can process my refund as the supplier needs to update the tracking information at which point they can cancel the order with the supplier.

So right now I'm at a bit of a loss as very.co.uk are refusing to refund my money until the supplier updates their tracking information and I have no idea when that could be.  I read that I should be refunded within 14 days of the order cancellation confirmation which I received on the 11 April.  The 28 April is over this 14 day period, does anyone know what i can do?

Thanks 

Mike

the_lunatic_is_in_my_head

Contact your card provider for a non-receipt chargeback. If your order was on the 2nd of April I think sufficient time has now passed for you to do this  

born_again

the_lunatic_is_in_my_head said:

Contact your card provider for a non-receipt chargeback. If your order was on the 2nd of April I think sufficient time has now passed for you to do this  

OK if it's a VISA (15 days). If it's Mastercard can't do anything for 30 days.
Also OP needs proof that they have refunded. 👍