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Homebase refund saga


MrShed
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Hi guys,

 

Going to repost here as the other forum doesnt seem to get any visitors...

 

Will try and keep it as brief as possible.

 

Back in July ordered some bathroom items.

 

Was advised by my plumber that some were not any good. Tried to cancel that part of order, but too late - no problem, was told to reject delivery.

 

Delivery came (20th August) and was told I couldnt reject delivery - took items in, called Homebase straight away, and they said they would collect.

 

Chased for collection right up until the 24th of September - not one contact for collection. Finally on the 24th was advised to return items to a store and they would process refund centrally - did so.

 

Tried to process refund on the 25th September - never reached my account. They tried again on the 1st of October, again never reached my account.

 

What are my next steps here? I just keep getting told to give it 5-7 working days (for the third time). They failed DSR regs by not refunding within 30 working days I believe. Trading Standards? Will credit card co do a chargeback on this basis? Is there any point in suing them (dont want to do this unless I have to!)?

7 years in retail customer service

 

Expertise in letting and rental law for 6 years

 

By trade - I'm an IT engineer working in the housing sector.

 

Please note that any posts made by myself are for information only and should not and must not be taken as correct or factual. If in doubt, consult with a solicitor or other person of equal legal standing.

 

Please click the star if I have helped!!

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I would try a short letter headed "Letter Before Action" saying that they have twice promised a refund winthin 7 - 10 days for goods already returned.

 

This has taken so long already so as to exceed the time allowed by the distance sales regulations

 

Time is now of the essence.

 

If you do not receive the refund within the next 7 days you will issue proceedings against them in the County Court without further notice.

 

Fax that to their head office, take a copy to your local shop, email a pdf copy to their customer services then ring customer services to ensure that they have the copy

 

Tell them that you will be making a claim against them in the small claims court, submitted online in 7 days time unless they pay.

 

Then do it & see how quickly they pay up plus any costs as soon as they get the court docs a few days after that.

 

Trading Standards might also be interested

 

Alternatively tell Homebase that your Credit Card company can only do a chargeback for the whole amount (which is true) and that if they fail to make the refund you will be contacting the credit card co to get your money back & then letting them wait to be paid just like they made you wait

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I like the last idea ;)

 

I wrote a letter back on the 10th, to which they assured me the refund would be imminent. What a surprise, no refund yet!

 

I emailed the CEO yesterday. I'll give it until the end of tomorrow and will then write an LBA I think!

7 years in retail customer service

 

Expertise in letting and rental law for 6 years

 

By trade - I'm an IT engineer working in the housing sector.

 

Please note that any posts made by myself are for information only and should not and must not be taken as correct or factual. If in doubt, consult with a solicitor or other person of equal legal standing.

 

Please click the star if I have helped!!

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Back in July ordered some bathroom items.

 

Was advised by my plumber that some were not any good. Tried to cancel that part of order, but too late - no problem, was told to reject delivery.

 

Delivery came (20th August) and was told I couldnt reject delivery - took items in, called Homebase straight away, and they said they would collect.

 

It is not so clear from that, what the story is.

 

The Distance Selling Regulations entitle a consumer to cancel a distance contract but not a part of a distance contract, or is it possible to distinguish the different parts of the order, to construe that two or more contracts were concluded?

 

If the complaint is rather to the effect that goods were not fit for purpose, that's an attempt to enforce a contract. With the contract cancelled there is nothing to enforce apart from the terms of the Regulations.

 

8)

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