Company has my returned item but still no refund, how to escalate?

[NedsAtomicWheelieBin]

Long story short - I bought a product that wasn't as I expected. I emailed the company, they asked me to send the product back, which I did. They have confirmed they received it. Many emails to them later, I eventually got a phone call from them asking for my bank details so they could refund me. This was probably a month ago. A few more emails and a couple of phone calls to them later and I still haven't had my refund. They said that they sent it, but I didn't receive it. Last week they said they would cancel that refund and resend it. I called again Monday, they said they would call me to let me know when it had been sent . No call or refund received. I've spoken to customer services many times and their accounts department. I'm going to call them again tomorrow. What should I say? How can I escalate this and who to? There is limited info about the company available, although their senior staff are on LinkedIn - should I contact them? I'm getting frustrated with the inaction! TIA.

Trading standards , also contact bank , if you paid by credit contact them.

What company and where based?

Financial ombudsman have been very good with my when I had similar with The White Co.

If you paid by card then contact the issuer and instigate a chargeback. It’s time limited and company could be trying to run the clock down so you don’t have the option later. Just had a similar situation for a work purchase. Item arrived smashed, ordered another due to needing fast, engaged with company to return & refund damaged purchase. Lots of delays in responding to emails and general requests for video of this, picture of that and then nothing. Instigated chargeback and suddenly get another email from the company asking for more details to which I reply with just refund and they have. Item was specified to us but since looked at company in Trustpilot - 128 reviews and 78% of them 1 star! This was for a £1000 product.

Leave a comment on their Facebook, Instagram or any other review page that they are on. This action got me my money back within 30 mins of posting.

If you have tried everything, I have found that social media is your friend.
Leave truthful but very poor reviews on every platform that you can. I find Trust Pilot very effective.

Just contact your credit card company and start a chargeback.

Thanks - I paid by debit card.

You can still do a chargeback with a debit card. Contact your bank. They will have a procedure for doing it.

I didn't know that - thanks @Erin1975, that sounds like a plan!

I’m currently in the same situation. I ordered a pair of trainers from Brand Alley. They sent them to an address I had deleted. Fortunately the postie knew we didn’t live there any more and my ex next door neighbour took them and I got them from her.

The trainers weren’t the colour I ordered, so I put them back in the original packaging and returned them. After a week, I contacted Brand Alley, sent proof of posting, proof or tracking and proof that the parcel had arrived and been signed for. Now they’re saying that it was a third party seller and they are responsible. I ordered from Brand Alley, so my contract is with them, I believe.

I’ve complained on every platform, but nothing. Looking at reviews, it does seem as though they are very poor at refunds. Lesson learned, but I could do with the money back.

That's shit @Buscobel . It's so frustrating isn't it? As suggested, I've contacted my bank and they are looking into a chargeback. I'm glad I posted I wouldn't have known about that otherwise.

Bang on advice Erin, thanks so much. I thought chargeback was just for credit cards so did a google and you are of course right. So I contacted my bank, they said they would investigate. They said it would take 6-8 weeks and that I might get a payment after a month. I just checked my account and they have already paid out. What a relief, I've been stressing about this for weeks!