Complaint: Outstanding refund for 6 chairs

on 17 July 2020 about Wish in category Retail Company

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My complaint:

I ordered 3 x 2 sets of Pre assembled dining chairs. Order ID: 5ee5ed41d40d02e2c0fa1984. They arrived as planned. In the meantime I ordered another 1×2 set of the same chairs. Order ID: 5eea19e3e64c8cb337e70a4c. Due to a change of circumstance I returned all the chairs in line with the Wish Returns Policy – 4×2 in 4 separate boxes on 25.06.2020 using Parcel Force. I have the proof of posting and an email from Parcel Hero on the 29th June ing their arrival at Safestore in Southsea. After waiting for 12 days for the refund to appear on my credit card statement I contacted Wish and received a reply from Re: Betalingsproblemer Andre betalingsproblemer on July 11th 2020
They asked for the order number which I supplied on the same day. That day I received a reply as follows:
Hello Janet,

Thanks for writing back to us.

I’m sorry to hear that there’s something wrong with your order. At this time, any return or refund requests can only be placed within Wish and cannot be supported through email:

MOBILE
1. Go to your Order History
2. Click ‘Contact Support’ for the item you’re inquiring about
3. Follow the s through Wish Assistant to submit your refund request

I replied that I had done all that but nothing had happened and that I was getting very frustrated.
I got the following reply:
I’m sorry to hear that you still haven’t received your Modern Chair and it is beyond the estimated delivery date. Since your item hasn’t arrived yet, I’ve gone ahead and refunded this item. Please allow up to 14 business days for your refund to process back to your original form of payment.
I was at a loss to know why they thought I hadn’t actually received the chairs but worse still they only intended refunding the money for the 1×2 chair order. They seemed unaware of the order for the 6 other chairs.
I sent the following response:
The other order is still showing ‘Return in Progress’. Reference number: 5ee5ed41d40d02e2c0fa1984. The amount to be refunded is: £200.40. Please can you explain why you have actioned a refund for one order but not the other.
ALL items have been returned within the allotted time for refunds – 8 chairs in total. I have an email from the delivery company ing this. I therefore expect a full refund totalling £286.40.

I heard nothing in response and I sent another email on July 14th reiterating the issue about the money they owed me.
On the 15th I received this reply:
We’re sorry to hear that you still haven’t received your refund yet.

Can you please send us the following:
– an image of your return receipt or a valid tracking link
– the order number and name of the item(s) you returned

Once we have this information, we’d be happy to further investigate why your refund hasn’t been issued. We look forward to your reply.

On the same day I attached photos of the Proof of Postage receipt, the Wish order page showing that the items were listed as ‘Return in Progress’ and the email stating that all of the chairs had been delivered by Parcel Force to their destination.

To date – 17.07.20 – I have had neither acknowledgement of the evidence I sent or a response to my request for my money. I have no other way of contacting Wish – all I get are pre prepared responses from a non existent Customer Support Assistant.

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Suggested solution:

I can't and won't let this go - they have over £200 of my money which I should have had returned with 14 days of the return of goods. I want ation that this will be returned to me as soon as possible.
It cost me £50 to return the chairs (which I accept was my responsibility) but the number of hours I have spent on this plus all the worry and aggravation surely deserves some compensation. The whole process has been handled badly - I am so frustrated.

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