Online store agreed to refund but keep delaying payment

[suzydelarosa]

I recently purchased a bed online through a small online supplier who agreed to refund due the colour not being what I thought it was/how it looked online. Great customer service, all good. But the item was picked up for return at the begining of August and since then no refund. I've emailed numerous times and always told politely that someone is dealing with it, or someone is on leave or whatever... it's now 5 weeks later (far more than the 30 day window) and I think I may never get my money back.

Does anyone else have any experience of this? Grateful for any stories or advice.

[prh47bridge]

You need to write to them giving them a deadline to refund your money or you will take action in the small claims court. Alternatively if you paid by credit card and the bed cost over £100 you should be able to get your money back from the credit card provider.

[suzydelarosa]

Thanks for your advice phr - that's what the consumer association said as well.... so will do that today as the retailer still hasn't come back to me. The bed was £800 (v posh!) and although I paid with a bank debit card I may need to check if I can explore the cash back with them as well.

Would rather not go to small claims court about this but, hey ho...!
Cheers.

[HauntedLittleLunatic]

I am sure that there is a timeframe in which they must pay back. Check trading standards and quote that at them.

This reminds me I must check my latest credit card statement to see if I have had my refund owed from April Yes April....sigh.

[perfectstorm]

If it was a VISA debit card then my understanding is that they apply the same protection as a credit card would? Don't know if that is helpful.