I’m stuck in the complaints process with a big online brand but I can’t seem to get anywhere with them. Everyone I speak to tells me something different each time I call. AIBU to think I’m not in the wrong here and should be refunded?
late December my Apple Watch developed a fault. It was 10 months old. I did contact Apple online who said they’d send me a box to return it to them to be checked but said box never arrived. Conscious I was coming to the end of the buy now pay later and was about to pay for a useless watch, I contacted the big online brand to ask if there was anything they could do.
yes of course, send it to us and we’ll inspect it and either repair or replace. Here is a return label to print at home. Excellent. Off it goes on dec 30th.
by about mid Jan I’ve heard nothing so I call them. The lady assures me no watch has been received by them. She tells me it must be lost and so she will issue a refund for the watch. When you see the refund, she says, go ahead and order a new one. Case closed, she says.
the next day I can see the refund on my account. I go to order a new one but that model is out of stock so I buy a new one elsewhere.
about three days later, I get an email, we’ve received your return. I log in and they’ve taken back the refund!
I call again and say what’s going on. They tell me it’s now going to be repaired and I’ll hear within a week. This is Jan 31st by this point. I launch a complaint saying basically it was on your advice that I bought a new watch because your staff told me you’d lost mine.
I’m telephoned the next day by a lady who says okay we will reinstate the refund and keep the watch. Fine. 13 days on and still no refund.
I appreciate they didn’t have to offer to repair the watch (or maybe they did as a credit lender, I dunno). But at every point, I’ve followed their advice. I don’t now want the watch back even if they have fixed it because I’ve replaced it. I replaced it because they told me they’d lost it!