REFUND STILL UNPAID AFTER EIGHT WEEKS — APPALLING SERVICE AND ZERO ACCOUNTABILITY
I have rarely encountered such a shocking level of incompetence and disregard for a customer. Eight weeks into this ordeal, the company has my returned goods and has failed to pay my refund. My return followed officially validated safety concerns involving the potential for serious harm. Despite this, I spent FIVE WEEKS fighting simply to get the return accepted. I was promised a refund once the goods arrived at the UK warehouse. They arrived nearly three weeks ago. The money has still not been returned. Since then, I have been given a ridiculous range of conflicting deadlines: same day, 5 working days, 7 days, 10 days and one month. I have been told the refund was authorised at least six times, only to be told on other occasions that it was still awaiting authorisation. Which is it? How can a refund supposedly be authorised repeatedly and still remain unpaid? Trying to get this resolved is like banging my head against a brick wall. I cannot speak to anyone senior. I have been promised countless times that a manager would contact me, yet not one of those promises has resulted in meaningful action. No manager calls, no clear answers, no accountability and, most importantly, no refund. I am left wondering whether anyone within this organisation actually takes responsibility for resolving customer complaints, or whether the process relies on exhausting customers until they give up. I have chased daily and received written confirmation of a refund timeframe that the company now appears unwilling to stand behind. I was also offered compensation for the way this company has handled the situation and the unnecessary stress they have inflicted upon me. Less than 12 hours later, that offer was promptly withdrawn. Isn’t that a clear demonstration that the company recognises its failures and what it has unnecessarily put a customer through? The whole situation is honestly laughable. To be absolutely clear, I am not asking for a favour. I am asking for the refund owed to me for goods the company has had in its possession for weeks. Eight weeks of chasing. Five weeks just to get the return agreed. Nearly three weeks since the returned items were received. Daily follow-ups. Endless contradictory explanations. Written promises that cannot be relied upon. This is not customer service. It is a complete failure of accountability and basic professionalism. This is not an acceptable way to treat customers, nor is it competent complaint handling. It is certainly not what I would expect from a reputable retailer. My advice to prospective customers: think very carefully before purchasing from this company. My experience has involved serious safety concerns, an exhausting returns process and after-sales service that has fallen far below any reasonable standard. How can a refund be so difficult?