Thomson and Morgan Refund

Ergates

russellsnr said:

Hi, I placed an order with T&M on Thursday as tere site stated that orders are dispatched in 24 hours, however by Saturday the delivery company gave no notification that the plant I ordered was on the way so I phoned T&M and was told it would be Monday or Tuesday the next week, I advised the person I spoke to that was no good and he offered a refund, today Sunday I get email saying the order has been dispatched so I phoned again and explained that it is now far to late and I am awaiting a refund, the reply to this was just don't accept the package and send it back and a refund would be made, however as I was told that a refund would be made yesterday (Saturday) I said I wanted the refund now not when the item had been returned, the answer to this was he would make a refund today but would take 4 to 5 working days to be back into my A/C when I said that when I ordered they took the money straight away and I wanted the same but he said that is not the way it works, this in my opinion is not right why should it take 4 to 5 working days when they take straight away?
Russ.

Both of the relevant consumer protection laws here give approx 14 days for a company to pay a refund.

screech_78

Working in customer service, I think my favourite line has to be “you can take the money straight away so you can refund me straight away” 🥱 

Yeah, retailers don’t get your money straight away either. It might leave your account right away but will show as pending for a couple of days. 

Likewise, when a refund is made, it’ll leave the seller right away but won’t show up in your account until 3-5 working days have passed as that is how banking works. 

Ergates

screech_78 said:

Working in customer service, I think my favourite line has to be “you can take the money straight away so you can refund me straight away” 🥱 

Yeah, retailers don’t get your money straight away either. It might leave your account right away but will show as pending for a couple of days. 

Likewise, when a refund is made, it’ll leave the seller right away but won’t show up in your account until 3-5 working days have passed as that is how banking works. 

It doesn't leave your account straight away either.   Your available balance will drop as the money is earmarked for that transaction, but it doesn't leave the account until the overnight batch.

screech_78

Ergates said:

screech_78 said:

Working in customer service, I think my favourite line has to be “you can take the money straight away so you can refund me straight away” 🥱 

Yeah, retailers don’t get your money straight away either. It might leave your account right away but will show as pending for a couple of days. 

Likewise, when a refund is made, it’ll leave the seller right away but won’t show up in your account until 3-5 working days have passed as that is how banking works. 

It doesn't leave your account straight away either.   Your available balance will drop as the money is earmarked for that transaction, but it doesn't leave the account until the overnight batch.

Yes, that’s what I meant by showing as pending. Sorry, worded poorly. 

Okell

Ergates said:

russellsnr said:

Hi, I placed an order with T&M on Thursday as tere site stated that orders are dispatched in 24 hours, however by Saturday the delivery company gave no notification that the plant I ordered was on the way so I phoned T&M and was told it would be Monday or Tuesday the next week, I advised the person I spoke to that was no good and he offered a refund, today Sunday I get email saying the order has been dispatched so I phoned again and explained that it is now far to late and I am awaiting a refund, the reply to this was just don't accept the package and send it back and a refund would be made, however as I was told that a refund would be made yesterday (Saturday) I said I wanted the refund now not when the item had been returned, the answer to this was he would make a refund today but would take 4 to 5 working days to be back into my A/C when I said that when I ordered they took the money straight away and I wanted the same but he said that is not the way it works, this in my opinion is not right why should it take 4 to 5 working days when they take straight away?
Russ.

Both of the relevant consumer protection laws here give approx 14 days for a company to pay a refund.

This ^

Both the Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 basically allow traders up to 14 days in which to pay refunds.

born_again

Ergates said:

screech_78 said:

Working in customer service, I think my favourite line has to be “you can take the money straight away so you can refund me straight away” 🥱 

Yeah, retailers don’t get your money straight away either. It might leave your account right away but will show as pending for a couple of days. 

Likewise, when a refund is made, it’ll leave the seller right away but won’t show up in your account until 3-5 working days have passed as that is how banking works. 

It doesn't leave your account straight away either.   Your available balance will drop as the money is earmarked for that transaction, but it doesn't leave the account until the overnight batch.

Which OP failed to answer the previous request if it had actually debited their account.

russellsnr

Email from Paypal , Refund in progress.
Thank you for all the help and advice.

russellsnr

Just a follow up on this.
After phoning the company on Saturday was told to reject the package and a refund would be made, on Sunday email that package had been dispatched, phone again on Sunday and again refund would be made and it has BUT!!! package arrived today after ordering a week ago Thursday to Thursday (remember this was a delicate plant) left at front door without a chance to refuse it. Think images show why this was.