What more can I do ? Re Wowcher purchase

[girlsyearapart]

End of my tether with this and could use some tips if anyone has any ?
At the end of November I bought two beds from Wowcher for two of my dds. Company is called Durest.
Beds arrived beginning December. Opened them to find they are super shite held together with flimsy plastic sheeting and sticking out staples.
Phoned company 30 minutes after they had left to say come collect we want a refund.
No problem they say - we ll be there in 2-3 days...
The beds are still here 5 weeks later.
We can’t get a refund from Wowcher till they are collected.
This is what I have tried so far :
Emails to the bed company almost daily at least once.
Raised 3 cases with Wowcher.
Called bed company.
Tweeted about it several times tagging Wowcher Durest Martin Lewis and trading standards
Opened a case with Resolver
Opened a case with PayPal
Left crap review on bed company site

Nothing is working. Bed company just keep repeating variations on ‘you are on the collection list we will call you the day before’
Really need the money. And the space!

The goods are faulty and not as described. It is up to them to arrange collection. Can you escalate?

Does their reply now give you the option to escalate PayPal claim?

Yes it did have an escalate claim option but then said I couldn’t communicate with the seller afterwards? I replied to Wowcher on the PayPal screen then left it.
Have not closed the case
Should I wait for another reply or just escalate ?

I think your issue will be that you've gone through PayPal via a discount site like wowcher. You've technically paid wowcher for a voucher to another store. Wowcher's "item" WAS as described; their item was the voucher for a bed for a specific retailer. You then used the voucher with the bed merchant. I would be surprised (though gladly happy to he wrong) if PayPal upheld your case with wowcher. Your issue is the end merchant, its by the by that you use what is essentially a virtual gift card (from wowcher) to purchase it. If you'd bought an Amazon voucher from Sainsbury's and then didn't like the item you spent the voucher on, your recourse would be with Amazon, not Sainsbury's. Do you see what I mean?

Yes completely see what you mean . But all of it was done via Wowcher who must realise the bed company is not adequate since there are so many crappy reviews ?
It really is so frustrating and confusing to know how to proceed

I’d argue the voucher wasn’t as described in that case as what op received was not suitable as a bed.
In which case surely returning the voucher via recorded post would satisfy eBay and it’s then up to the bed company to sort out?

Might be worth posting on legal, see if there is a way around it.

Wowcher is usually an online voucher, sent in an email. This has nothing to do with ebay, she paid by PayPal, not through eBay.
The voucher was fit for purpose though, the product she bought with it wasn't. The issue is with the bed retailer. I think your best bet is to keep on at them. Wowcher fulfilled their part.

I know what wowcher is.
I meant satisfy PayPal. It’s late. I’m on autopilot.

It’s not as cut and dried as that. She really needs proper legal advice on the best way to deal with this. We can only guess.

Op it looks like your name is at the bottom of your attachment.

Message them back stating they have got it wrong, your situation is items not fit for purpose, no collection date despite multiple contact from yourself. They are in breach of contract & you will take it further (as @SebastianTheCrab recommends above).

I've spoken to PayPal twice when I've had frustrating issues and both times they've been really good. I mean actually spoke. I believe you could also screenshot all your messages with Wowcher/the bed company to help by uploading those.

Ok thanks all. And yes @CoffeeBeansGalore my name is there ( i checked before I posted clearly the bed thing is messing with my mind ..)
I’ll wait and see if there’s any further reply from Wowcher on PayPal and escalate

Update on this if anyone still interested or has any new ideas ...
The beds are STILL HERE now been almost two months ..

PayPal denied our claim as Wowcher did deliver beds to us so we cannot claim against them via ‘items not as described’

Citizens advice just advised us to do all the things we’ve already done.
Waaaaaaaa.

Bump
Does anyone know if my contract is with Wowcher or with the bed company?

With the bed company.
That is who you purchased from. Your method of payment was a voucher from Wowcher, that's all. Just as your contract would be with them if you paid by cash, card, gift voucher etc. Like I said before, if you bought an Amazon gift card from Sainsbury's and the item bought from Amazon wasn't as described, your recourse would be with Amazon. Not Sainsbury's. They would have fulfilled their duty by providing you the voucher, just as Wowcher have.

But it’s not the bed company who hold the ability to refund only Wowcher ?
The bed company just continue to say they ll be here at the end of the week/ weekend / Tuesday etc etc and never fulfil their promises

Have the beds been used?
Wowcher will not refund on used items, its in their terms and conditions. So is the fact you are responsible for bearing the cost of the collection/return of the goods, even if its too big to post. So that's a consideration. It also says that you form a new contract with the merchant when you purchase the goods using the voucher. Have you read the return conditions on Wowcher's site?

No they haven’t been used at all.

Update
The case I opened via Resolver escalated my case to the CEO of Wowcher and almost immediately the bed company arranged a collection of the beds which has just happened
Hoping the refund will be processed very soon

Any items have to be fit for purpose. in relation to a bed they have to be sturdy so that you can sleep comfortably and not worry about being scratched by staples or the possibility that they may collapse on you.
My advice on this is to contact BBC Watchdog. They're still going strong on The One Show and this is exactly the type of lockdown muckup that they seem to love investigating.
www.bbc.co.uk/programmes/b006mg74

I have been offered a refund via PayPal or a Wowcher credit plus £30 - chose the refund I don’t want to shop with Wowcher again!

Brilliant news; well done for sticking with it until you got a resolution.