Marks and Spencer charged me twice and will not refund me. Advice please!

[helpmepleasewiththis]

I went to the Outlet store in York on a rare shopping trip. It's rare because 20 years ago I had part of my foot amputated and walking is difficult and painful.
I tried the items on at home and they did not fit, and returned them to the outlet in Castleford as I thought it might be less walking.
I exchanged the items and when I got outside I thought it had been more than I thought so went back in to ask. At the time I thought they had not refunded me the correct amount for the items I was returning. However when I got home I found they had charged me twice for the same item.
I called customer services and they said I need to return to store and also emailed them to explain that this was not an option as in my last visit there all the walking had resulted in my foot breaking down meaning that I then had to have several appointments at the wound care clinic.
I have tried to get it resolved with my local store where I can park outside but they are saying they do not deal with Outlet issues and customer services just keep repeating that I need to return to store.
Am I being unreasonable to expect someone to try and resolve this for me? Otherwise I will either be £28 out of pocket or left with futher damage to my foot.

Raise a chargeback with the your bank.

So, they charged £28 too much on your first visit and then wouldn’t refund it when you took the item back?

No they charged me the £28 twice when I returned the original items and then bought some other items

The outlet stores aren't part of the store group unfortunately and any transactions are strictly in branch only. That's why I don't use our local one, it's too much hassle if you get any issues with what you've bought.

You're better off talking to your bank/credit card and explaining the situation to them.

Oh and I wouldn't have gone back unless I needed to exchange them. Second visit I was a bit more sensible and tried the things in so I wouldn't have to go back

Will my credit card company do this for £28? I thought it only applied to trasactions above £100

Ah, so you bought some things initially, then took them back for a refund on another visit and at that you time bought some other things, where they charged you too £28 much.

Have they agreed to give you the refund IF you do go back?

If you paid by credit card, I thought it had to be a transaction of over £100 to be eligible for a S.75. You could always ask them though.

If they can’t help then I’m afraid you’ll probably have to return. As crap as it is, I think you have a ‘responsibility’ to check these things. Like when shops have signs saying ‘please check change, as mistakes cannot be rectified later’.

https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/credit-borrowing-money/goods-services-bought-credit#block-6760

Chargeback info if it’s any help.

I had this with Premier Inn once. I tried to resolve it with them but got nowhere. My bank agreed with me and I did a charge back using the app. Premier inn then apologised.
I use PI loads in various different areas and always have a good experience with them. It was just this one branch I had a problem with.

You can do a chargeback on a credit card, they're not just for debit cards and it doesn't need to be £100+, that requirement is for Section 75 claims