What are my consumer rights in this situation?

[daisychain237]

Back in November 2022, I purchased around £4k worth of items for a bathroom refurb from a local and reputable bathroom store.

Initially all was going well, excellent customer service and they were very helpful with advice etc. One of the items, a shower waste was on back order so they delivered me a different cheaper alternative which I can use for the interim, with the promise that the one I ordered would arrive in a month.

Between then and now I have also ordered a couple more smaller bits from them, and returned some items just before christmas which were surplus to requirements. They said they would arrange a refund for me.

It's now been almost 3 months and my shower waste has not arrived, and a month and a half with no news of the refund. I have sent multiple follow up emails asking for an update and these are going unanswered. When I phone the store, the lady often palms me off and says the other guy who made my order would be in touch. Needless to say I never hear from him.

I am getting rather annoyed and sent an email today saying they have 7 days to respond otherwise I would escalate this further.

Realistically though, what further action can I take and what consumer rights can I exercise if any? To be honest the items itself weren't expensive, but it's more the principle and ignoring me which is pissing me off. Seems like once the bigger transactions were done and they've taken my money they've decided to ghost me.

First, escalate to head office. If that doesn't work and if they're big enough then normally the quickest way to settle a matter like this is to "take it public." Go on Facebook and say as they have not responded to your calls you are asking about the matter here. It will be in full glare of any customers they wish to attract on that site and I have a 100% success rate of dealing with crap companies in that way.

Legally, you have a verbal contract but not much evidence so failure to deliver the rest of the service will be based on what is reasonable. At the moment they're not that late and could be having honest difficulties with supply (although they shouldn't have overpromised). A few more months and a small claim against them would be reasonable, but give them some notice you're going to do this ideally with a hard copy letter using a legal template so they know you are serious.

Have you tried walking into the store?

@BetterFuture1985 Thank you yes my next planned steps are to send them a legal letter if they don't respond in 7 days.

@RiktheButler Yes I have done this it's usually the lady who palms me off on the phone who is there, the manager (i.e. the guy who was in charge of my order), hasn't been there is a while. She just dismisses me and says she'll get the other guy to contact me.