what to do when company being difficult about a refund

[Sarahcoggles]

I just wondered if anyone could suggest what my next step will be, if necessary.

I bought trainers for DS - very expensive, but it's his birthday and he really wanted them - from a site called Laced. As far as I can gather they don't actually manufacture the trainers, they're a 3rd party seller, bit like Amazon I suppose. I paid with my credit card.

Lots of communication before the trainers arrived, all fine. Trainers arrived and they're too big, and this is when the trouble began.

I emailed to ask about returns, and was told I had to send photos to prove they'd not been worn. Eventually got sent a returns label and sent them back last week. However, throughout this time the replies have been slow to come. They take several days to reply. I have repeatedly asked if they've received my returned trainers, and no response.

Looking at the reviews (wish I'd done that before buying), lots of people are saying they've been waiting weeks for refunds and their emails are being ignored. There's no phone number, but they are UK based and have a London address.

I've already left a negative review on Trustpilot.

If they continue to ignore me, I'm wondering what my next step would be. Would my credit card company be any help, or is it nothing to do with them? I'm getting anxious as I can't afford to lose £140.

Any suggestions?

If you paid by credit card, can you get a refund from them instead?

It's maybe worth talking to your credit card company about section 75?

www.moneysupermarket.com/credit-cards/guide-to-credit-card-protection/

Speak to the credit card company

Either a chargeback, or a letter before action usual works - there are templates online and you lay out what you expect and if they don't respond, you take to small claims. So for example, give a week for a refund to appear otherwise you will claim for cost of trainers, your time chasing, interest and the court filing fee. Usually focuses their minds a little. However, did you ensure the trainers were returned with a tracked service and that whatever service used includes insurance to cover the full cost? Prepaid returns labels rarely include sufficient insurance hence companies suggesting you use a tracked service despite them supplying a prepaid label.

Thank you - I'll try the credit card company first.
No I didn't use any kind of tracked service beyond whatever the label they sent me required. I have proof of posting from the post office. The returns policy states they deduct £9 from the refund, so presumably that's the top level of post office cover.