Changed username for this one. Posting for traffic! I'm at the end of my tether with Sephora and don't know what to do.
In June I placed an order with FeelUnique for GHD's as my old ones (which lasted 10+ years) had finally broken. They cost £199.
Sephora took over Feelunique some point afterwards.
In October the GHD's stopped turning on. I called GHD directly and spoke with them. They suggested trying to change the fuse - so I did and nothing changed. I called GHD back and explained this didn't work. GHD then said that there is much more technology in them now and therefore more chances for things to go wrong. Coupled with the fact that I had read a lot of reviews and it seems that they changed their manufacturer a while ago and they are no longer as good in terms of quality as they used to be, I told GHD I would rather return them for a refund so I could purchase a different brand.
GHD said that I would have to do this through Feelunique/Sephora as I purchased through them. Fine no problem. I spoke with Sephora (via Live chat), they agreed I could return for a refund and gave me a returns number and the link for me to arrange for their courier to collect.
Courier collected beginning November, I have emails and tracking to show this.
I still hadn't received my refund, so spoke (Live Chat) with Sephora to chase this up.
It seems the return hasn't been received by them, so they cannot refund and have said I need to wait for it to arrive.
They are now asking me to provide video evidence of the fault (which I can't do as they've been sent back already), and evidence of my phone conversation with GHD (which was by phone) before they can do anything.
We're at a standstill. I'm £200 out of pocket, I did everything they asked of me and I don't know what else I can do!
They only have a US Twitter, so I can't go down the social media route. They have no phone number, Live Chat is offline more than it's on. I've emailed, I've sent Facebook messages, but they all keep saying the same thing.
Please help mumsnetters, what rights do I have, and is there anything I've missed?!