Apologies, but posting in AIBU purely for traffic.
I recently purchased 2 pairs of shoes from Steve Madden UK. I returned one and kept one. There was no returns label with the shoes so I emailed their customer service department and a day or so later they sent me a return slip to send them back which I did. The currier had confirmed via tracking that the shoes have been received by Steve Madden. It is now 3 weeks later and I have had no contact from SM, despite chasing for my refund to be processed for the past 3 weeks. I have sent them countless emails and they are all ignored. My problem is because I ordered multiple sizes I paid through the ClearPay app so I didn't need to pay for my whole purchase up front. But now I will shortly be required to pay an additional instalment on a pair of shoes I do not own or have in my possession. I've already contacted clear pay to explain but they said they'd nudge the retailer and it would be sorted but it's not. I'm furious with the situation, especially because I do not have the £120 I'm owned to spare. Especially leading the up to Christmas. After a quick google and a look on their social media posts I can see that my issue is not isolated to me, but a load of customers are experiencing the same problem.
Is there anything I can do in this situation? With a credit card I could have called them and done a charge back, but I don't think I'm able to do that with ClearPay. Their customer service is also not very good.
What else can I do? I really need my money back, and can't afford to pay more for something I don't own. Is there a government regulator I can escalate my situation to? I've never experienced anything like this before. Help please!