Ripped off by B&Q market seller

[Emotionalsupportviper]

I know in the grand scheme of things this is nothing, but I can't afford to lose 50 quid!

DH ordered two rugs from B&Q (online only - couldn't click and collect or anything). We got an e-mail via B&Q site saying one was unavailable (and they refunded the value immediately), and did we still want the other.

He replied to the e-mail saying that we did, and that's the last we've heard (this is a fortnight ago). We have contacted them twice further saying can they update, and if the rug isn't available then can they refund the cost - nothing. We then contacted B&Q (by telephone and explained the situation, and were told that they would pass the information to the relevant department, and we'd be contacted within 48 hours. This was on Friday. We were babysitting yesterday and didn't get a chance to get in touch, but just feel that we are on a hiding to nothing.

I initially thought that it was genuine oversight because they had immediately refunded the cost of the first rug, however now both firms (B&Q and the seller) appear to be ignoring us, and I don't know how to reclaim our cash. We don't even know who the seller is.

Can anyone suggest how we can go about getting something done about this? I feel we are shouting into a void, here. It seems that as a purchaser in this sort of situation you are incredibly vulnerable.

Thanks

Contact your bank/ credit card company they should be able to help..assuming you paid by debit or credit card?

Edited spelling

Thank you, @Atswimtwogirls - we did pay by credit card.

Do you know what proof we would need? With only being able to contact them via the "market place's" own e-mail contact, and by telephone, we don't have a record of interactions.

It's bliddy frustrating!

I have no experience of buying this way..but the credit card company should help..did u contact them today? How did it go

Mr Viper rang B&Q marketplace again. Once more promised a "within 48 hours" telephone call.

Personally I wanted to ring the bank/card company, but you can't rush him. Mr Viper is like the mills of God when it comes to speed of action. Drives me potty sometimes.

I just want the whole thing sorted because I think the longer you faff about the harder it is to claim it back. He feels that you have to be able to show you've made the effort to let them refund. Swings and roundabouts I suppose.

I'll let you know what the result is - it's always handy for future reference.

You can do a charge back on your card. Just fill out the form online. It will ask you what attempts you have made to contact the company, just put that in the form, they will refund you and deal with the company on your behalf

Thank you @Parkermumma07

I'll let Mr Viper know. He was going to give them the full 48hours (which is about 4pm tomorrow).