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“No item and no refund from Aug-12 (it's now Dec-12)”

Written on: 10/12/2012

Ordered item in Jun-12 for store delivery & paid by paypal. Noticed these were the wrong size before I went to the store. I called and explained. I was told I could either go to the store collect the item & PAY for them to be returned or I could wait 30days and the store would return to the Depot and I would get full refund. It’s now Dec-12. After multiple phone calls and an e-mail through their website I still don’t have a refund. They keep saying that it’s been done (it hasn’t), they keep saying a team leader will call back (they don’t), they refuse to put you through to a team manger (apparently they’re all busy – without the agent even going off the phone to check). The online site seems completely separate from the stores and the original delay was because the store manager hadn’t returned the item to the online Depot! I’ve tried to get the names of the call centre manager but I was told the call centre deals with numerous companies.

I can’t open an issue through Paypal as it’s past their dispute window, I can’t speak to anyone senior, I honestly don’t know what to do to get my money back for an item I’ve never even touched! This is the first time I’ve written a negative review about a company but I’m hoping it will save others going through this. Thanks

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