Buyer’s refund hang up

Sandra Johnston is feeling flush after Raw Deal helped her get a refund on an iphone that she ordered but later cancelled. In February she purchased the new device from online marketplace Gogroopie. “They were advertising an iphone for £69.99 and they only had nine left,” she said. “I thought that was a great bargain and ordered one before they were all snapped up. “To do this you had to redeem a voucher which they supply. I also paid £12.99 for postage.”

However, after Sandra ordered the phone she noticed that it was a refurbished device and decided to cancel the order. She then received an email to say that this could not be done as the order had already been dispatched.

But when the device arrived she spotted that it had actually been sent out to her by the merchant, Ultimo Electronics, five days after she had originally cancelled.

“I was furious,” Sandra said. “I posted it back thinking that they would refund me, but the merchant said they had already refunded Gogroopie. “But when I contacted Gogroopie they simply referred me back to the merchant. I was going around in circles.”

After getting nowhere Sandra wrote to Raw Deal. After we contacted Gogroopie, the £83 was soon back in her account.

The company said: “We can confirm the voucher code has been refunded in full and any matter associated with that voucher code has been successfully resolved.” Sandra said she was grateful to Raw Deal. She added: “I would still be waiting if you had not intervened.”