refund that's not been refunded

[Trustmeimadoctor]

Bought an item from a web store uk based for some items they didn't ship them as they never had any and didn't know when they would get them. I asked for a refund that was on the 2nd of March and I'm still waiting they said I'd have it by close of play yesterday now they say early next week. Unfortunately I paid by debit card.

This is this excuse


Hello

I am so sorry, we have recently discovered that unfortunately we are waiting for some refunds to be authorised. They are showing as fully refunded and completed on our system, however we are currently changing payment systems and unfortunately our old payment providers are holding some funds and stopping our refunds being authorised at their end.

This has left our account, and we are currently chasing our payment system providers to ensure these funds are released back into your account. This should be sorted by the end of today at the latest for you.


What's my best course of action?

[randlemarcus]

No real option but to wait until the end of the day.

Write back, accepting that you are OK to wait until the end of the day, on condition that if it isnt with you by 9am, they send you the money, and then the onus is on you to refund them once the original refund comes through.

[JonV8V]

What happened as it also sounded like a fob off by a company that's in trouble or fraud.

If you paid by credit card and it's not resolved then tell them you'll start credit card charge back if they don't resolve this immediately.

[TooLateForAName]

You can do a chargeback on a debit card - talk to your bank.

Otherwise I'd be telling them that you'll be talking to trading standards and beginning moneyclaimonline.

All that stuff is their problem not yours.

[Ean218]

This sort of thing is just bad practice, indicating a very poor business.

Most payment gateways allow payments to be authorised, but not drawn down at the point of sale, the transaction can then be put through later when the goods are actually despatched. On our websites we never, ever, take any money until the goods are in the hands of the carrier, so problems with stock shortages can never arise.

[Ozzie Osmond]

At the end of the day it may come down to the amount of money involved and the amount of energy you feel inclined to put into it. Always frustrating when you have to chase these muppets though.

[DSLiverpool]

Sounds like crap or is PayPal have frozen their money, either way it's poor. Not a phone is it ?

[Trustmeimadoctor]

Nope it's £100 of led lights. Stupidly didn't do any research on company first when I did they seem to always sell things they don't have in stock etc

[DSLiverpool]

Trustmeimadoctor said:

Nope it's £100 of led lights. Stupidly didn't do any research on company first when I did they seem to always sell things they don't have in stock etc

Happening more and more, I can recommend simple lighting or led hut - if you want tape LEDs for kitchen units simple are a no brainer

[the_lone_wolf]

I had a similar story with £20 worth of boat parts

Ordered August last year, nothing shipped, fobboed off and excuses all the way, repeated hassling eventually got an agreed refund in October including extra postage I had paid to send goods back, reminded in November that it was outstanding and ignored...

Life got in the way a bit over winter (moving abroad) but it still bugged me

This week I reported them to trading Standards, after doing so I emailed them and told them - less than 2hrs later I had a refund in my bank account including the extra postage...

Worth a shot perhaps? You can report a company to Trading Standards online as well

[Trustmeimadoctor]

Talked to bank they are looking into it I have email proof that they are fobbing me off should have it back in 14 days hopefully