Non delivery

[ChellyHaigh]

Terrible Customer service on line and instore from Office shoes. Non delivery and they can’t track it or give any idea of where it is or why it hasn’t arrived. I have asked for a refund and they have refused. £125. Don’t buy from this shop ever

So are they making enquiries with the courier company to establish the parcels whereabouts? Most retailers would do this before offering replacement or refund.

Ask for a chargeback from your bank/ card issue

A chargeback request could delay the refund further. The bank/cc provider would contact the retailer in the first instance and any refund would be put on hold pending investigation.

Do you work for office??

@ChellyHaigh who me? No.
I did work for an online retailer resolving delivery issues (amongst others) for a good few years. Just trying to be helpful 🤷‍♀️

Not sure this is correct - whenever I've done a chargeback I've had the money credited to my account immediately. I think they are legally obliged to do this within 24 hours of a valid chargeback request. Occasionally the bank sides with the retailer (this only happened to me once with IKEA which seems to have a blatant disregard for consumer protection law), in which case later down the line they take payment again.

OP, I would definitely try the chargeback route.

Not in my experience but I expect it could vary by card provider. The process can take up to 120 days (but ordinarily wouldn’t.)
From the retailers end though, they won’t process a refund until the chargeback is resolved so it can take longer.