For my birthday, family clubbed together to give me the money for a rather extravagant, very limited edition purchase from a large and well-known London store. On the day it was released, I purchased online and paid by Paypal.
The next day I logged into my account and saw that my order was still pending. Bearing in mind that this was a large purchase for me (and one I was very much looking forward to receiving) I called customer services to see if everything was okay.
CS told me that there was a problem processing orders paid via Paypal and advised me to place a second order. I placed my order over the phone (mail order), paid using my debit card and was told my first order would be cancelled. I asked for email confirmation, but didn't receive an email.
So the next day I called again to query the lack of email. Was told everything was fine, first order cancelled second order was being processed.
When my parcel arrived, I realised this was actually the first, Paypal order, which had obviously not been cancelled. Checked my bank and discovered both orders had been processed.
Called CS again and was advised that the second order had already been dispatched, that I should refuse delivery and it would be returned. That a full refund should follow 3-5 days after the shop received the return.
Later that week I called to confirm they had received the returned, unopened parcel and that my refund was on it's way.
A week later, I received a voicemail from the Mail Order department querying the reason for return as no reason was stated on the return form. Clearly this was because the parcel had been returned unopened.
Called CS again to confirm that I wanted a refund, explained the whole story again, and was told refund was on it's way, 3-5 days...
This was a month ago. Since then I have called CS umpteen times, been advised someone would call me back many many times (but no-one ever has) and am really rather fed up.
Resorted to Twitter last week and asked how to complain. Finally someone "reached out" by email to which I responded. Since then, nothing. No response, call not returned again. And still no refund.
Apologies for the long story. This has left me with a huge, unexpected hole in my budget. I have asked repeatedly for an order number or some sort of reference but have not received anything. The only "receipt" I have for the second order is the transaction on my bank statement.
What can I do to get a refund? Thanks in advance for any advice.