What are my rights? Bought faulty phone and company refusing to refund

[Bouncearound]

I bought dd a phone for Christmas. We realised on Boxing Day that during calls we could only hear the other caller if phone was on loudspeaker. I contacted the company who offered to repair it so I sent it back and after two weeks it came back. All worked ok for a week or two then the same fault developed again.
I've contacted the company saying I would now like a refund under the consumer rights act 2015 goods as items bought should be of satisfactory quality, fit for purpose and as described. my Google research says that even if an item is repaired then develops a fault I should be entitled to a refund.

I'm wobbling a bit now as I'm doubting my rights and whether or not I should just send it for repair again (I don't want this phone at all now)
Any advice much appreciated

I don't think so but I could be wrong...

I'm wobbling again I've had another two emails this morning from someone higher up stating that as they are willing to repair it I am not entitled to a refund. I've researched it endlessly and I'm so sure I am entitled to a refund, although it could be a partial refund depending on how long I've had it (only used it for two weeks).
I've asked them to escalate it even higher and someone else is meant to be contacting me but does anyone have any similar experience? Is it worthwhile pursuing or should I just save my sanity and give up?

We've all given you information and advice. You do have the right to a refund. You need to make an official complaint using the template letter from Which or CAB. Then if you still have no luck follow the other suggestions. Not sure what else we can say really.

I've done exactly that- sent the letter using the template and quoting the relevant acts and they still won't budge. That was to a cs manager but I've now asked for it to be escalated even higher- I'm now getting no response at all. Their phone number isn't being answered.
I guess I was just wondering how far other people had gone before getting a positive response as so far I've had no success.

Did you look on their website for the information about how to make a complaint, or ask the Customer Service people how to make a complaint?

Did you pay for it by card, and if so could you contact your bank?

Yes I've asked them for information on how to make a complaint but they haven't responded at all. It doesn't have any information on this on the website.

I haven't contacted the credit card company yet as I can't remember which card I used and only dh has the login details. Thanks for the reminder though as I will do that tonight.

Ah OK. In that case I would give up on the company itself and instead try other routes, definitely the bank once you know which card you used. And you could also contact Trading Standards or the Consumer Ombudsman. Good luck!

Thanks for the advice. I've written one last time saying they have seven days to respond and if they don't I'll be taking legal action so fingers crossed...