The short version:
John Lewis refuses to honour their promise on the phone to repay the unfulfilled part of an order. Their administration is a complete chaos with e-mails sent to other people's address. What can I do?
The long version:
On Thursday 22nd June I ordered a two twin packs of Samsung SD cards as per recent deal. I added a towel for 3 pounds to make CC free. When I collected the order from the shop on Friday afternoon, only the towel was in the bag but not the SD cards. Unfortunately I discovered it when I came home and opened the bag. The enclosed invoice contained only the towel nothing about the SD cards. Of course the money was taken for the whole order.
I phoned JL immediately and they said that they had no idea what could have happened and promised that they would send me an e-mail with an explanation by Monday. The next day (Sat 24th) I got an e-mail notifying that "At the time of despatch, not all of the item(s) below were available for delivery. We will deliver the delayed item(s) when we receive stock into our warehouse." This is extremely helpful _after_ the collection!
On Monday 26th they sent an e-mail to my wife's private e-mail address (which had been used for a completely different order for school uniforms by my wife which I accidentally collected at the same time) apologizing for not having the sd cards and asking me to phone them back. Because I was by then reluctant to discuss anything on the phone I wrote them inquiring why I was not informed about the unfulfilled part of the order _before_ I went to collect it, why not when the order was handed over and how on earth they managed to send the apology to my wife's e-mail (I wonder if I had collected my neighbour's order at the same time would they have sent the e-mail to my neighbour???).
On Friday 30th they phoned me again, falsely claiming that they had informed me about the card not being available at the time of collection by e-mail and that the item was no longer available. I therefore requested a refund. They promised that they would refund as soon as possible but as it was Friday it might be only on Monday. This is now more than a week ago and there is still no money returned at all.
Last week I sent them another e-mail (as I don't believe their promises on the phone any longer) but they seem to ignore it completely.
What can I do? It was paid by Paypal. Shall I open a dispute with paypal?