Dunelm returns - are they pulling a fast one?

[animalmagico]

Having just moved house I've been buying a lot of curtains and other soft furnishings recently, including several things from Dunelm. I've also made a few returns to them, using the CollectPlus service. On every occasion, the parcel has been returned to Dunelm (according to Collectplus tracking), and then I've heard absolutely nothing from them regarding my refund - not even an email acknowledgement to say they're processing it. I've waited as long as 10 days, but got nothing. I've had to chase them via Customer Services every single time. As soon as I do that, they refund the money, but I could have easily forgotten to chase it up, just assuming the money would go back to my account like it does so smoothly with other companies.

Has anyone else experienced this? I'm wondering if it's deliberate and systematic, because it seems too much of a coincidence for the returns to get lost multiple times.

Have they got your correct bank details. Could just be a wrong number that they have?

They're just refunding it to my credit card. As soon as I contact them, they do it, so they definitely have the correct details.

I agree - they’re a nightmare. Delivered us a faulty crib, finally agreed to pick it back up and arranged an exchange, was told new crib would be delivered within a week. By the end of the week nothing, so called them. They’d received the broken crib, but had no notes on the system to either refund or exchange! They’d made no effort to contact me either so had my crib and my money! To be fair the man on the phone was lovely and arranged next day delivery of a new one, but I’m sure had we not chased them they’d not have contacted me.

YABU - In their local in store cafe they often do excellent sandwiches at reduced prices later in the day. Many a time I have spent enjoying a £1 crayfish sandwich, down from £4. I will not hear a word against them.

Have you checked what their returns policy says? Some of the online suppliers I use allow themselves up to 28 days for the money to be credited back to your account on receipt of returns.

Yes, they're incredibly incompetent. Enough so that it seems to be corporate policy. I don't ever buy from them now.