Company claim that they have delivered an item but haven't and won't refund!

[Swaliswan]

We bought a carpet from a well known chain of carpet stores and they offered to hold it for us in their warehouse until we were ready for it. They didn't tell us about any storage charge and we were going to pick it up personally when we were ready so no delivery was arranged.

When we wanted to collect it, we were informed that it was marked as delivered on their computer system and they didn't have it in the warehouse. They are now trying to say that they will give us a credit note but not for the full amount paid (we have the receipt and contract) because they would've charged us a storage charge if it had been in the warehouse.

I don't know what to do other than write them a letter demanding a full refund. Does anyone know my legal rights?

TIA

If it's been delivered surely they have your signature on record to prove this? Have you contacted Trading Standards? They have some great letter templates you can download.

That's what I thought. I can't find the letter templates at the mo. I'll look later.

Did you pay by card? Contact your card issuer - even some debit cards give you cover.

How long did you leave it in storage?

The agreement with them that they would give sell you a carpet in exchange for money. You can prove that you kept your side of it, because you have a reciept. They cant prove they provided it because they didnt.

If the strorage charge isnt on the contract, and you have just been told avout it now then I would ignore that.

If you paid by card, then I would contact the card issuer and put the payment into dispute. If you paid with cash then I would write demanding a refund by a set date, and tell them you will go to the small claims court if they dont.