To chase this up again/ask for a refund?

[LeopardPrint67]

I ordered a handmade mug with a replica of my pet inside of it almost 13 weeks ago. It is a good and legit company with a big social media following and raving reviews. It was not cheap - around £60 - but I have wanted one for ages and finally decided to treat myself.

There was a timeline of 6-8 weeks of it being made and dispatched. Obviously that time has long since passed, and once it went over the 8 weeks, I chased them up via email about it. They explained that there had been a few issues making it and they had to remake it several times and still no luck. They said it was of high priority and was currently being remade again and should be with me soon. They said they have put a few gift in with my order as an apology for the delays.

That was almost 5 weeks ago and still no update or notification of it being dispatched. I ordered another mug from them at the same time as a gift for someone else, and that has arrived absolutely fine and well within the timeframe.

Do I chase this up again or possibly ask for a refund?

Of course you do. Why wouldn’t you chase it. Ask for a refund.

Yes, do. One last chance then tell them you want to start the refund process.

At least you're getting replies. I ordered something from a company who are totally ignoring my emails. So annoying!

I think it depends what you want OP. I think at this stage you are perfectly entitled and justified in asking for a refund but perhaps you'd still really like the mug? If the latter I'd give them one last chance but make it clear that you need the mug within a set time frame and if they again fail to deliver this then you'll expect an immediate refund to which you are legally entitled.