Chargeback advice please?

[lemondropsandchimneytops]

Hello,

I bought blinds online last month and it's been like an episode of Fawlty Towers. We've had the wrong brackets sent numerous times and we believe that the decorative cassettes for two of the blinds have been incorrectly made and won't fit in the brackets anyway. I've raised this with the company several times but they respond by sending other brackets (still don't fit) or referring us to the instructions (we've read them and tried to fit the blinds so many times but they just don't fit). We've sent them measurements for the cassettes and brackets because the brackets are much smaller than the cassettes. I'm at the point of initiating a chargeback due to goods not being fit for purpose - or whatever the right terminology would be. I'm just hoping someone can keep me right please.

I told them about 2 weeks ago that I want a refund. They responded by sending out more brackets so I thought I'd wait for them to arrive. They don't match the instructions. They sent more (of the same ones). I have told them this morning that I'm rejecting the order and that I want to return the blinds. They've replied asking for a video of us fitting the blinds that we think have been made wrong. They've also asked for photos of the brackets we've been sent.

I've had enough of their disorganisation and incompetence and I just want my money back, but I don't know how best to maximise the chances of getting my money back. I've never done a chargeback before and would welcome any advice.

Thanks.

Was it blinds2go? Their customer service is horrific if so. I did eventually get a refund after them saying multiple times they wouldnt. I also did a charge back but they refunded in the end anyway. Keep emailing saying its faulty, youre entitled to a refund etc but just continue with charge back as well

@Arthurnewyorkcity yes it was. We've ordered from them twice before and it's been fine but it seems that they can't/won't fix any post sale issues!!

Get in touch with your bank. I initiated a chargeback online through my Lloyds Bank Ultra credit card. The company involved (Nestu earbuds) are currently disputing it but that's another story!

@Cyclistmumgrandma my bank is TSB, I started their chatbot chargeback thing last night and it said I need to ask to return the goods. I'd previously asked for a refund but hadn't specified returning the goods so that's when I emailed blinds2go again. The only thing that's making me hesitate is what if we are wrong about the cassette not fitting the bracket. But neither of us are daft and have really tried but they just don't fit. I think I just need to get on with the chargeback.

Thanks for the advice folks

You do need to have exhausted the options so yes, you probably do need to try to return the blinds first. In my case the earbuds did not arrive, despite them saying they had sent them twice. Then the refund they promised did not arrive either. Good luck.

Something has gone wrong with blinds2go. I also haf from them before and it was fine. I took a hit nowbecause they sent twice wrong measurements and also wanted me to put it all together, install and send video to show it's wrong. While repeating that I am covered for my wrong measurements under the insurance.... I gave up after repeatedly asking for refund and going in circles. They also claimed to send me emails with information on complaints which never arrived. Repeatedly. The customer service is either AI or call centre abroad and staff was actually quite rude as well.
Speak with your bank. You will not be the only one. Just to add. I am pretty sure they are messing about so you never actually end up going through proper complaint procedure....

@Ncisdouble yeah I definitely think they mess people around on purpose. I'm like a dog with a bone though!

@Cyclistmumgrandma they have replied to my email about returning the goods but they have completely ignored what I've actually said and have gone along the lines of trying to "resolve" it again. Have to draw the line somewhere when they're basically being obstructive at this point so I'm going to go back to the chargeback later today

Good luck! I lost it after few weeks and just took the loss because I never even managed to go through their procedureand had enough stress without that. Email, chat and call.
Lesson learned, review posted, wallet lighter.

Imho they are obstructive exactly so people give up and I still fume at myself for giving up for the first time ever. Fingers crossed for you

@Ncisdouble thank you. I've submitted the chargeback request 🤞