They won't cancel my order

KaratePigeon

Arrgh, they are a joke. Very difficult to speak to anyone and when you do it's all just lies that they are processing my refund straight away/I'll be receiving it today/they will process it now, but I still haven't got it. I'm now being promised the money will be back with me monday/tuesday as returns 'take a while to process'.

I sent the goods back signed for and I have proof they received it back on the 3rd March. I originally placed the order (and tried to cancel it) on the 8th feb, I feel like they are just trying to keep delaying things until I'm out of the window when I can try to claim it back. Maybe it's already too late?

Nobody can tell me how much my refund will be as apparently I'd need to speak to someone in accounts but they don't use phones! Such a scam.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81921889#Comment_81921889

Guessing you paid via card. Speak to your bank about chargeback for the refund

KaratePigeon

I've asked the bank and they said to leave it another 15 days, so think I'll just have to wait. Not sure whether it'd be chargeback or section 75? I've read section 75 is for individual items over £100 - I bought 3 identical items which were collectively over £100 but less individually.

born_again

S75 will not apply.

Will be a chargeback & they are allowing the 15 days to make sure that they retailer does not win on a technicality.

KaratePigeon

Another 15 days after they've already had the 14 days since they've received the goods back? I might stop chasing them then - if I get the chargeback it'll be for the full amount, whereas if I get it back from the business it'll have the delivery, re-stocking, handling etc fees deducted. Surely the business will miss out, as everyone will just end up doing chargeback, I don't see what they've got to gain by not giving refunds! (and it's everyone, judging by their reviews on social media and trustpilot)

KaratePigeon

I'm gutted - I tried to raise a chargeback with my bank, filled in a load of forms, sent evidence (emails from the supplier saying they would refund me etc, proof that I returned the item (bank can see that no money has been paid). the bank have just closed my dispute saying there was insufficient evidence!!

Anything else I can do? I'm >£120 down (as had to pay return postage) and they get to keep the returned goods, that can't be right?!

The letter from the bank (annoyingly it was through the post and dated 2 weeks ago, postage delays means I only just got it) says if if I want to pursue further to seek 'independent advice'. I keep trying to contact citizens advice but just get put on hold for hours.

eskbanker

Anything else I can do?

As mentioned early on in the thread, small claims - send a Letter Before Action giving them 14 days to reimburse you or you recover the cost via the court.

Okell

https://forums.moneysavingexpert.com/discussion/comment/81987549#Comment_81987549

I'm not sure if you've read and understood all the replies to you on this thread, but whan you returned the goods to the seller what exactly did you tell them to explain why you were returning the lights?

For example, did you perhaps tell them you were cancelling the contract or did you perhaps say you were returning them because they were damaged when you took delivery?

Exactly what you told them might make a difference as to how you proceed.

And what exactly did you tell the bank was your basis for a chargeback? Have they explained why your evidence was not sufficient? Have you asked them?

Okell

https://forums.moneysavingexpert.com/discussion/comment/81987599#Comment_81987599

You're probably right but I think it would help to understand what the basis of any claim would be and what the OP told the seller.

Is it chasing a refund for (1) the goods were faulty or otherwise did not comply to contract, or (2) cancellation?

born_again

https://forums.moneysavingexpert.com/discussion/comment/81987549#Comment_81987549

Did you provide proof of tracking & goods were with retailer?

Sadly, retailer saying the will refund means nothing as far as chargebacks go. You need something stating, date of refund, amount of refund & last 4 of card no. In effect a refund receipt that you would get in a shop.