Furniture company want BIC / IBAN, won't refund credit card

stefg

can edit posts
Messages
223
Hi,

We ordered furniture online using a credit card and it was never delivered. Despite repeated calls to the company and assurances that the order would be fulfilled and that someone would call us back, there was no delivery or call backs.

It's been 6 months and we have now demanded a refund as we don't believe they will deliver the item and have no confidence in their customer service. They are saying that they want a BIC and IBAN to refund rather than refund the credit card. This sounds very unusual to me, particularly when they asked for the details to be sent to a gmail account.

I assume if the payment was made to the credit card, it should be refunded to the card and not by a different method?

Thanks
 
Have you tried contacting your bank to see if they will process a chargeback to your card on the basis of non receipt of goods?
 
That was the next step we were considering if they refuse to refund the card. I asked for a manager and was told he was out and would have to call me back but they have never returned any of our calls and I don't expect that to change now.

Is it acceptable to use the chargeback in the scenario where they are not refusing the refund, just refusing to refund the card?
 
That's quite unusual alright, but there are some legitimate reasons they might want to refund that way. I don't believe there is anything in law that states how they must refund, or that the consumer gets a choice of how they want it processed.

Under European law, they have 14 days to issue a refund, assuming they are an EU based business. See the Consumer Help site for more info.

The chargeback option will be open to you if you exhaust all options with the seller, rules and how the process works vary from bank to bank.
 
sound like identity theft attempt here or setting g u up for an over payment and ask you to refund the overpayment and then they reverse the payment.
Leo is right, banks wont chargeback until you have exhausted the customer complaints system.
So mad idea number 2 of today.

open up a deposit account 100% separate from your other stuff snd give that detail.
 
Leo is right, banks wont chargeback until you have exhausted the customer complaints system.
.

Not correct, speaking as someone who managed a high volume online retail outlet for a number of years we had chargebacks processed by the bank every day without the customer every contacting us. All the customer had to do was shout fraud.
 
The shop still haven't called us back... surprise, surprise!

I contacted our bank just to query the situation with the credit card disputes department and they said that this is a valid case for a charge back. They said that charge backs only apply when the seller has had 30 days to resolve the order but because this was ordered in February and they have been contacted repeatedly by us and not fulfilled the order that it can be done with waiting.
 
Progress the chargeback route ASAP. I expect the card scheme will say it's been too long since the original transaction, typically the time limit is 3 months, 6 months at the very most.
 
Not correct, speaking as someone who managed a high volume online retail outlet for a number of years we had chargebacks processed by the bank every day without the customer every contacting us. All the customer had to do was shout fraud.

Where is the evidence of fraud here?
 
If you know the shop, can you call in and ask for the money back from the manager? If it was me I would take the money back any way at this point. In fact, it frustrates me that some shops will only refund the card used to buy the product if necessary to return it.
 
Where is the evidence of fraud here?

goods have been ordered and paid for and not delivered, it's either gross incompetence, theft or fraud. the company can tart up the reasons behind their actions all they like but they can't get away from the fact that they have been paid for something and not delivered it
 
Back
Top