I was wondering if someone could tell me how quickly I can expect a reply after filling in the form for a charge back? I originally raised it back in December but was told 30 days was required for them to refund, once this passed I responded to the email (Ensuring I didn't change the subject) but I am yet to hear anything back.
This is my timeline of events -
Nov 28th - Ordered a handset with a Cyber Monday offer of delivery by the 30th
Nov 30th - No sign of a delivery and no tracking
Dec 4th - Tracking provided that showed it was awaiting dispatch
Dec 4th - 14th Dec - I chased multiple times to be told it would be dispatched by the end of the week.
Dec 14th - I made a complaint on Trustpilot, was contacted and told it was too late to cancel as it had been dispatched.
Dec 16th - A phone arrived but this was the wrong handset and even a different colour.
Dec 17th - I requested a returns label.
Dec 17th - A returns label was provided, I tried to use this at the post office but it would not scan and they would not take my parcel.
Late Dec - Both myself and my wife fell sick with Covid inc hosp for my wife. I emailed them to say I would pay for postage and return the handset.
Jan 12th - The incorrect handset was packaged and returned at my expense.
Jan 13th - It arrived and they emailed me to say I was outside of their 14 day policy so I would not be getting a refund or replacement. They asked for an address to send the phone back which I have refused.
This is the wording from their policy - You are entitled to a refund, as long as you inform us of your decision to cancel within 14 calendar days, from the day after the delivery of goods.
Not only did I inform them within 14 days but it was not the correct device that was sent to me so I ordered elsewhere!
How do I speak to someone at Tesco about this? I have no idea if my claim is being processed and I am out of pocket!