This is a what would you do? Grab a coffee!
I ordered 2 pairs of glasses on a 2-for-1 deal, I recieved 1 pair of glasses in the post, the other pair never came.
My order status said 'In Progress' for over a month & when I contacted them they replied that because it had been 'in progress' for so long they cancelled the order & would give me a full refund within 5-7 days.
After 2 weeks I had not received a refund so I emailed them again.
Their reply 'As your cancelled order was part of our 2-for-1 promotion, we typically do not process refunds under this offer. However, I’d like to extend a gesture of goodwill to make this right for you. To ensure you receive the best possible value, I’m happy to offer you a CSX40 discount code. This code will give you 40% off your new order, and an additional 20% off on top of that, allowing you to enjoy a total discount of 60%.'
I don't think this is acceptable because that means I would have paid £79 for one pair & 60% off the second pair which does not equate to a 2-for-1 deal!
So, once again, I emailed them explaining the above & ending with 'The glasses I ordered are still available, and there is no apparent reason why you cannot simply send me the second pair that I am owed. I request that this issue be escalated and resolved promptly by dispatching the missing pair without any further charges.
Their reply: 'Due to recent updates in our system, we are currently unable to directly reorder items or add them to your account. However, you can easily place the order for the same pair of glasses via our website. Once the order is placed, we will proceed as follows To help you further, we kindly ask you to place a new order online, and use this one-time discount code: CSX40, which will give you 40% off the basket. After you approve the pre-authorization, please contact us with your new order number and we will adjust the total cost of the new order to £0, ensuring that no charge will be applied. The pre-authorization will only confirm the order and will not result in any charges.'
The problem I have with this is that we've been in a circulation of emails for 1 month. In that time they've offered me a refund - which never happened, then they said I had to re-order with a 40% discount (in addition to the £79 I'd already paid). I am going around in circles. I do not trust them to refund me the amount they're saying they will.
What is the best course of action? What would you do?