On 10/01 Dreams advertised the Angelina Ottoman double bed for next day delivered if ordered before 11 am. I ordered on 11/01 and was promised delivery on 13/01. I paid for the full amount £932 by debit card, which included delivery and setting up the bed. The following day Customer Service phoned to say they couldn’t deliver until 19/01, so I cancelled the order as I was due to move into an unfurnished property on 15/01 and had to stay in an hotel until the bed arrived. A few minutes after cancelling the order someone from Customer Services phoned me back and said they would be happy to deliver on 19/01 and would refund the delivery fee as a goodwill gesture. Eventually he agreed to refund 20% of the total, so £186, as they’d inconvenienced me to such as extent (had to extend my stay in hotel etc). The £186 was paid into my bank account.
On 19/01 the bed did not arrive. I phoned and spoke to an amazingly helpful lady who said they don’t even deliver to that area on Wednesdays and they didn’t have stock of the bed and mattress I’d ordered, and wouldn’t have for at least another two to three weeks. So in exasperation I cancelled the order as I knew I’d have to go and buy a bed elsewhere rather than sleep on the floor or stay indefinitely in the hotel.
She explained she couldn’t refund me because the amount was over £500 and that someone would phone me about it. That was the 19th, today is the 24th and I have not had a call from them. I’ve also checked my bank account and have not received a refund. I have twice today spent considerable time on the phone trying to get in touch with them. The first time was for nearly an hour and eventually the phone just went dead. The second time was for 40 minutes, after which time someone answered the call and then put me back into the queue (I assume as the call went back to the Dreams music!). After another 40 minutes I gave up.
What can I do to get back my £746 they owe me?
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