Web Shop - Utterly Furious...

[Anonymous]

Here's what happened so far...

1. I wanted to get the new Garmin exercise watch and 02 were the only place in my town that I could click and collect the same day. I ordered the item, went in store and there was a 'problem' with my order.

2. The chap at the till said to cancel my online order and buy in store. I bought the item and without cancelling it myself, 02 did. Great, that's sorted... so I thought!

3. 7 days after cancelling, a refund hadn't arrived so I called up. No option for the web shop. I spoke to someone else who looked at my order and said 'yes, it's cancelled but no refund processed. I've done it for you now'.

4. Another week passed, so I called again. Same story - No refund process. So they lied. They "processed" my refund again. Obviously it still didn't arrive.

5. Another week passed and I took to emailing complaints, talking to the social media team (who apparently processed a refund) and filling out a complaint on 'resolver'.

6. Another week passed - No reply from complaints or resolver. No refund. I spoke to the social guys on livechat again and they said "Oh, there was a problem with your refund". Over a month from the order now...!!

7. Another week passed and here I am. No refund, no response from comaplints or resolver, no luck from the social team, no luck from the phone team.

I'm shocked that a business of this size can't automatically process a same day refund when THEY cancel an order, especially given that I still committed to buy the product from them eventually. It's 2017 and my consumer rights are meant to protect me from this sort of foul play.

Any minute now I'll have a reply from my solicitor and we'll be ready to go down that road. What a faff for £119.

Anyone got any other ideas of speaking to someone before I do that?

[MI5]

I suggest you do exactly that.
O2's systems are a shambles at the best of times.

[Beenherebefore]

I think you've done what you should.....take legal action. Few people do, so companies get away with poor business practices.

[jonsie]

You've done everything you need to try and get this refund and still nothing weeks later. You could call and demand a BACs payment but I would go with the solicitor as you also deserve compensation. Make them pay! 

[adamtemp64]

No need for solicitor just go to money claim online and issue your own claim quoting all dates and they have helpful advice re interest etc and fees you can claim then if no payment received it is time for the tv big boys and send in the Sheriffs 

https://www.gov.uk/make-court-claim-for-money/overview

[MercedesS]

Hello @Anonymous,

welcome to the community and sorry to hear about your bad experience. Please accept our sincere apologies! I’m going to send you a PM shortly to discuss this more in case we can do anything to help.