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Beginner May 2003

Credit card refunds, can anyone advise please?

Flaming Nora, 13 April, 2009 at 10:17 Posted on Off Topic Posts 0 7

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I ordered some garden slabs and paid for them in March by credit card in the store. When they delivered them, they had substituted my order as they no longer stocked the slabs. They weren't right so we refused the delivery.

It took 7 hours and 14 phone calls to 5 different people just for them to agree to cancel the order and agree to my refund. We want the money (£90) refunded onto our credit card. This was supposed to have been done but I checked my card online and it hasn't. I rang again and they say its because I have to go to the store to do it. I had to order it direct from their warehouse store which is a 30 mile round trip whereas I have a small local branch a mile up the rd.

As its a card, are they right (or spinning me a line considering how useless they were at agreeing to a refund in the first place) that they can't just do a 'customer not present' refund and if I have to be there, is there any reason their smaller store can't do it?

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7 replies

Latest activity by Flaming Nora, 14 April, 2009 at 14:25

Beginner December 2014
Melancholie · 13 April, 2009 at 11:26
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I would imagine they're pulling a fast one. You must be able to refund without customer present or phone and internet companies without stores (like from Amazon, for example) would never be able to offer refunds. I would tell them that if they don't refund you, you will raise a dispute with your credit card company. See what they say to that.
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Beginner November 2009
MrsMcB2B · 13 April, 2009 at 12:10
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Sounds like pretty shoddy customer service all round! I can't think why you would need to go into either of their stores, but then they may have some systems issue as to why.

Hope you get it sorted. And don't let them fob you off with a credit note!
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sarahjl · 13 April, 2009 at 13:26
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No need to take the card in - they are pulling a fast one - cc refunds can be done over the phone
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Beginner March 2012
Natasha. · 13 April, 2009 at 13:38
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They can do a refund over the phone.

If they aren't refunding it then I'd give your card company a call. I work for HBOS and as long as you've made a reasonable attempt to contact the merchant to get the refund put onto your card, we'd dispute the transaction and arrange a chargeback.
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Beginner May 2003
Flaming Nora · 13 April, 2009 at 13:41
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Thanks all. Thats what I expected.

?

They really have been a shower of shites. Name and shame? B and Q! Idiots.
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Beginner May 2003
Flaming Nora · 14 April, 2009 at 14:15
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Oh FFS, this is beyond ridiculous. An hour and a half on the phone to the store being passed from staff member to staff member and no-one having an answer. Rang the customer services and they can't help, I have to speak to the store.........well thats no fecking good to me if no one at the store can help. How hard is it to get a refund?

My credit card statement came today so now unless I pay it, I'm being charged bloody interest too (its not much its not the point).

I'm going to have to drive there aren't I? It wouldn't be so bad if I wasn't feeling ill and supposingly resting, pah!
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Beginner December 2014
Melancholie · 14 April, 2009 at 14:21
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Ring your CC now and launch a dispute. They don't charge you interest on amounts you are disputing.
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Beginner May 2003
Flaming Nora · 14 April, 2009 at 14:25
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Thanks, thats my next call Mel, its gone on long enough now. I can't believe how difficult its been just to speak to someone able to sort this out. It wasn't even me that cancelled the order, it was them. Grrr.
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