L'Or / Douwe Egberts and Paypal refund

[tdm1]

I ordered coffee from Douwe Egberts, received a confirmation email and then nothing more. Followed up with a call to customer services who said they'd look into it and email me - no email received. Followed up with an email - no response. Followed up with another call - he said the order wasn't going to be processed (no idea why) and he would issue a refund and email me to confirm. No email received. So I asked paypal to intervene and get the money back. Now Douwe Egberts have said they can't refund me because I've asked paypal to get involved! Before I go ballistic - is there any sense to their response? Thanks

There is, once its with paypal disputes the retailer cant action a refund as paypal can and therefore you could be refunded twice. However, if they are being that useless might be best to leave it with paypal to sort, it will take longer but it will happen. If you close the dispute you cant reopen it. I would update the dispute to include the email text where they say they are going to refund you though.

Thanks for that clarification. Unfortunately the promise to refund was made on a phone call.

Dont worry they have to provide proof of postage which they cant do if the order wasn't processed, paypal will refund you.