Company refusing to refund the full amount

[QuestionableMouse]

I bought a chair on 26 Aug from a local company (if anyone wants to know PM me and I'll share the name. They're awful.) Told six weeks for delivery.

I'm still waiting for it to come. They've lied to me repeatedly about a delivery date, why it hasn't been delivered. The staff I've spoken to are rude and unhelpful.

I rang head office today to ask for a refund and they're refusing to refund the full amount, saying I have to pay a 25% cancellation fee. Does anyone know where I stand legally on this? It's a big chuck of money to lose for their shoddy service.

Thank you!

Rang the bank today and was told that I have to get in touch with the company and get them to email/send me a note saying they authorise the charge back.

This is not true. Please call the bank back and make a complaint. The CAB guide has the correct procedure for chargebacks, if the retailer was willing to authorise a refund you wouldn't be needing to contact the bank at all.

Who is the retailer? It's OK to name them, if they've got a social media presence it may even help, they don't want bad publicity.

@prh47bridge

Send them a letter before action as I described in one of my earlier posts. If they fail to respond you can start legal proceedings. If they still ignore you, you will be able to get a default judgement against them. If they ignore that you will have to go back to court and ask for enforcement action to be taken.

The big question, however, is whether they are still trading. The shop having stock and a sign in the window doesn't prove anything, unfortunately.

I did, and it was returned to me. They're still trading (asked a friend to ring head office, they're open). They're just ignoring me.

Will send another letter. Thank you.

@Hayeahnobut

Rang the bank today and was told that I have to get in touch with the company and get them to email/send me a note saying they authorise the charge back.

This is not true. Please call the bank back and make a complaint. The CAB guide has the correct procedure for chargebacks, if the retailer was willing to authorise a refund you wouldn't be needing to contact the bank at all.

Who is the retailer? It's OK to name them, if they've got a social media presence it may even help, they don't want bad publicity.

Thanks. I was on the phone to the bank for nearly two hours and they weren't very helpful.

They're a smaller regional company and I've tried the social media route - they just blocked me.

Returned unopened or opened and sent back?

Looked like it had been opened but the manager I spoke to on the phone said they'd never received it.

Did you send the letter to their registered office? Did you keep the proof of posting?

Yes and yes.

In that case you don't need to bother with any more letters. You can proceed on the basis that they've received it and start legal proceedings once the deadline has passed. They can't escape by returning your letter and pretending they haven't received it.

Thanks. I'll try the bank again in the morning. My local branch is closed and I'm having to do everything over the phone. I just want my money back now.