What will I do with an online order for return that the shop won't provide collection details for

[Kittyscurlytail]

I made an o line order a month ago for home delivery from b&q. Upon delivery one item was cracked and I realised the other wasn't going to be suitable so I got in touch with customer services. They said they would do a return and it would take 48 to 72 hours to hear from the store about collection. That window passed with no response from them.

I got in touch again last week and the same thing happened. I was given another time window for collection which wasn't honoured by them.

I got in touch with them again this week and the same thing happened again.

What I ordered wasn't from the manufacterer but from a different b&q store.

I got an email yesterday morning saying the issue was escalated to the store and they will be in touch with me about a collection.

By the end of yesterday I still didn't get any collection details for a return.

By that stage I filled in a chargeback from the bank because it's clear that they won't collect this for returning. It's been over 2 and half weeks since I began asking for a return. 2 and a half weeks of being strung along and they won't provide me with collection details.

What am I supposed to do now with this stuff? I will probably get a chargeback/return from the bank - the fact that they failed to provide collection details and honour their own timeframes.

Is it a large item? If it’s not too big I would just take it to a local store and let them deal with it. If it’s large I’d be telling them that you are leaving it on the street if it’s not collected by X date and so if someone takes it it’s their problem.

Someone would probably take it and then it would be out of your way.

It is a large item. If it was smaller and manageable, I would be able to take it into the shop in the city but it is a big item.

They still didn't really give me any collection details. I began chargeback process last week but I still don't have any resolution to that either. The shop is likely taking their time responding. More than likely. I did get an email earlier in the week telling me to same that they will organise a collection. Still nothing.