Where’s my refund?

Kindly assist.

I made an order with an import company. In January, they told me that it would take 3 to 6 weeks for my order to arrive, which didn’t happen. At the beginning of June, I wrote to them asking for refund and they told me it would take two weeks. They told me they had a problem with the bank because the refund is coming from China hence the delay. Then they promised that I would get my refund before 9 July.

Since then, I have been calling them and it’s a story after another. I don’t know what to do anymore.

We all understand that the last 18 months have been very difficult for us all and for companies shipping things around the world in particular. Moving goods from place to place is a lot harder than it used to be.

But this is different. They told you six months ago that the goods would take 3 - 6 weeks to arrive and I’m sure you would have been tolerant if the delay was a week or two but several months is unacceptable.

I contacted the company and they responded very quickly. Do you think it was because I mentioned I’d be covering this in The Voice? They said they acknowledge that you are their client and they “have been having a few challenges on customs clearance with our shipments from China and have been unable to deliver to our clients. We are now in the process of refunding all concerned clients herein and just waiting for the funds to clear out with the bank. May we ask that this be resolved amicably and refund the client before the 30th of July”.

You’ve waited for six months so far, let’s wait for another week and see what happens. If that doesn’t work, then we can get a bit more demanding.