Would really appreciate some advice please

freshstart2023

I ordered an item online and received it the next day, the quality was terrible so I emailed asking to return the item and for an address to send it to. I received a Reply stating it was exchange only. I politely replied explaining that I had a right to cancel within 14 days and would like a refund. They agreed to this and sent me the address. I agreed that I was happy to cover postage both ways and sent the item back special delivery the same day. It was received and signed for the next day. However, they are now ignoring all my emails (despite them previously replying straight away) so they now have the item back and my money. I would really appreciate some advice on what my next move is here please? Thankyou so much. 

DE_612183

How did you pay for the item?

Alderbank

Who did you buy it from and how long is it since they confirmed they have received it back?

freshstart2023

Thank you. I purchased the item with my debit card. I purchased from a website but they are a small business and I won’t name them publicly just now in the hope it can be resolved. They received the item back a week ago now, I have emailed twice and no reply so it looks like their intention is to ignore me 😞 

freshstart2023

Weirdly their Instagram now shows no posts, although there were loads last week. The website and their tic tok account is still there though 

the_lunatic_is_in_my_head

Chargeback with bank if no joy with retailer OP.  

freshstart2023

thankyou, have never done this before and wasn’t sure if it was still applicable if I DID actually receive the goods but returned them to the seller 

the_lunatic_is_in_my_head

freshstart2023 said:

thankyou, have never done this before and wasn’t sure if it was still applicable if I DID actually receive the goods but returned them to the seller 

Covers not as described as well, quality may be subjective but hopefully bank will agree and retailer won’t defend. 

freshstart2023

Thank you, the thing is though, the quality was terrible but I didn’t want to offend the girl so I just said it didn’t fit me correctly at all and I wanted to return for a refund. Perhaps that will go against me now. 

freshstart2023

My daughter has just checked and said the shop has blocked me on Instagram and that’s why it’s showing no posts? Why would you do that? I was really polite when I contacted them via email about a refund, I didn’t want to cause any trouble. 

I have just checked with my bank and it says I can’t raise a dispute if their refund policy is store credit only 😞 don’t know what to do 

powerful_Rogue

freshstart2023 said:

My daughter has just checked and said the shop has blocked me on Instagram and that’s why it’s showing no posts? Why would you do that? I was really polite when I contacted them via email about a refund, I didn’t want to cause any trouble. 

I have just checked with my bank and it says I can’t raise a dispute if their refund policy is store credit only 😞 don’t know what to do 

Name the company so people can have a look at their site.

How much was the item?