Company slow to respond to return

housebuyer7

I received two online orders from Welove bathrooms (based in Wigan). I notified them within 14 days of order using their online returns form as follows:
1. Order 1 I would like to return 
2. Order 2 I would like to return 1 item (of 3 items ordered).
I received a confirmation email of the completed form for both orders.

Within 2 working days I received an email about order 2 asking for photos to show the product is unused. They also asked me to confirm which item I want to return and if I want a refund or credit note. I responded the same day with photos and answering their queries. I’ve heard nothing since and it’s been 3 more working days (8 calendar days since I put in the request).

For order 1 I’ve heard nothing at all. So I replied on Thursday (after 6 calendar days) with photos answering the questions I was asked before.

How long am I supposed to give them? The items came with no return information and the website says I need returns approved.

I paid with debit card.

powerful_Rogue

Why not phone them up? Number is on their website.

housebuyer7

Ah yes I forgot to mention - no one responds in the customer service team when you phone you are just left on hold. I did try this already but gave up after 30 mins because I read the same thing on trust pilot that no one can get through.

i also tried live chat but they just said im through to the sales team in store and customer services don’t use live chat.

the_lunatic_is_in_my_head

Is it this company OP

https://welove.co.uk/

housebuyer7

Yes it is.

PHK

It looks like you are trying to return under their returns policy, which seems to offer a longer returns period subject to their acceptance. 

It would have been better to have cancelled according to your consumer rights as that has timescales that they would need to adhere to. (i.e. explicitly stating in writing/email that you are exercising your right to cancel within 14 days) 

housebuyer7

I thought I had to follow their returns process in order to get a refund and by trying to do a return within 14 days (completing the returns form) I was exercising my right to cancel within 14 days…

housebuyer7

By some luck I’ve seen for Order 2 I have sent the email saying I wish to cancel within 14 days of delivery so I think that means I’m OK there. But for Order 1 it sounds like I’ll be stuck in their returns process as for that one my raising of the return was within 14 days of delivery but my follow up email was after 14 days.
However, surely they cannot override the Consumer Contracts Regulations with their own process? The main thing is I notified them of my intention to return the items within 14 days.

How do I move forward now?

the_lunatic_is_in_my_head

Well you seem to have 1 year and 14 days to cancel, once you cancel return the goods within 14 days of cancelling, if they don’t refund send a letter before action and follow up via small claims. 

housebuyer7

Would I not be better just doing a charge back? So should I just return the items even though I’ve had no instructions or approval from them?

housebuyer7

Anyone able to advise further? Thanks!