Wowcher refund, need help please anyone?

21
Posted 14th Apr
Hi,
I bought something recently from wowcher from a deal posted on here. I wasn't happy with it as it wasn't as advertised so the company arranged a collection and its been returned to them. They have given a refund onto my wowcher wallet as credit. How do I get this money back onto my card? I have no further use for wowcher. I have tried contacting them 2 weeks ago but still no reply.
Has anyone dealt with them or been through this before that can help please?

Its almost £200 and I can't just let that go especially during this period.


Thanks
Community Updates
Ask
21 Comments
How recently? If over 15 days after issue of wowcher you may have an issue. ( a bit of a cop out really as you get the wowcher, them order and wait for delivery, which could be a couple of weeks or more).
Edited by: "Ringfinger" 14th Apr
If the product was genuinely not as advertised, you have the right to reject that lasts for 30 days from ownership, under the 2015 consumer rights act. You are entitled to a refund as a repair and replacement isn't possible. They have accepted the rejection by issuing the credit, that has triggered the 14 day window for them to issue the proper refund.

Call them out on Twitter, that usually gets them to pay attention.

If that fails, issue a charge-back for goods not received. They'll close your account but that doesn't matter for you.
abigsmurf14/04/2020 19:39

If the product was genuinely not as advertised, you have the right to …If the product was genuinely not as advertised, you have the right to reject that lasts for 30 days from ownership, under the 2015 consumer rights act. You are entitled to a refund as a repair and replacement isn't possible. They have accepted the rejection by issuing the credit, that has triggered the 14 day window for them to issue the proper refund.Call them out on Twitter, that usually gets them to pay attention.If that fails, issue a charge-back for goods not received. They'll close your account but that doesn't matter for you.


Thank you! I will try twitter. I have sent them more emails from their site. I also raised a case on paypal as that is what I used to pay them but I haven't escalated it to a claim yet. Is it worth going through paypal or should I contact my bank for the charge back?
Dan__14/04/2020 19:52

Thank you! I will try twitter. I have sent them more emails from their …Thank you! I will try twitter. I have sent them more emails from their site. I also raised a case on paypal as that is what I used to pay them but I haven't escalated it to a claim yet. Is it worth going through paypal or should I contact my bank for the charge back?


If you did it through Paypal, you'll need to do it through Paypal , don't do a chargeback through your card company (Paypal will ban you and probably invoice you for the amount).
abigsmurf14/04/2020 20:25

If you did it through Paypal, you'll need to do it through Paypal , don't …If you did it through Paypal, you'll need to do it through Paypal , don't do a chargeback through your card company (Paypal will ban you and probably invoice you for the amount).


oh okay, thanks! I will go through paypal my only worry is if it will get honored as paypal would rely on a tracking number for the return which I don't have. All I have is an email telling me that they will arrange a collection and how long the refund takes.
Wowcher has got to be up there with one of the worst customer services ever. I ordered an item off of them last year that I never received. They kept offering me credit for 3 weeks before they finally gave me a refund. I would never use them again.
Dan__14/04/2020 19:52

Thank you! I will try twitter. I have sent them more emails from their …Thank you! I will try twitter. I have sent them more emails from their site. I also raised a case on paypal as that is what I used to pay them but I haven't escalated it to a claim yet. Is it worth going through paypal or should I contact my bank for the charge back?


Dont even attempt your bank - you have no protection, at all, under the consumer credit act by using PayPal. They wont do charge backs to PayPal unless its PayPal themselves thats the issue - not a supplier with PayPal.
markmc99914/04/2020 21:54

Dont even attempt your bank - you have no protection, at all, under the …Dont even attempt your bank - you have no protection, at all, under the consumer credit act by using PayPal. They wont do charge backs to PayPal unless its PayPal themselves thats the issue - not a supplier with PayPal.


thanks mate. abigsmurf also mentioned not to go through the bank. I will escalate it with paypal and hope it goes in my favour. I have no tracking for it as it was arranged by the seller.
Following to see how you get on . I have a similar problem with groupon, although 3 weeks after the order they cancelled as the seller could not fulfill the order. I now have an unwanted groupon credit which is only valid for 12 months . Have raised a PayPal claim but I think the wait is about another month for response.
tinkerbellian15/04/2020 06:13

Following to see how you get on . I have a similar problem with groupon, …Following to see how you get on . I have a similar problem with groupon, although 3 weeks after the order they cancelled as the seller could not fulfill the order. I now have an unwanted groupon credit which is only valid for 12 months . Have raised a PayPal claim but I think the wait is about another month for response.


if you escalate the claim to paypal then it should take 10 days to resolve? Theres 2 stages to the claim so I think you've done the first one which is trying to resolve it with the seller via paypal.
markmc99914/04/2020 21:54

Dont even attempt your bank - you have no protection, at all, under the …Dont even attempt your bank - you have no protection, at all, under the consumer credit act by using PayPal. They wont do charge backs to PayPal unless its PayPal themselves thats the issue - not a supplier with PayPal.


Kinda random comment. OP hasn't positively mentioned anything about a payment related to CCA, and a chargeback can be initiated related to supplier non-performance including payments to supplier via PayPal (Paypal will even attempt to charge an admin fee if a chargeback is claimed). Not suggesting that chargeback is the best solution for OP, just making the observation that chargeback may an option, especially if PayPal chooses not to assist OP after OP has gone down the PP route.
Escalated claim to paypal and spoken with them on chat but its not looking good.
The last reply I got from paypal on chat is this:
It is depending on the response of the seller on this case.
We normally do not honor store credit for a refund.
Coz the seller needs to provide additional evidences on your case

I am waiting for a further reply on the chat but so far nothing. I'm guessing my chances are zero of getting this money back through paypal if thats what they are saying.
AndyRoyd15/04/2020 17:02

Kinda random comment. OP hasn't positively mentioned anything about a …Kinda random comment. OP hasn't positively mentioned anything about a payment related to CCA, and a chargeback can be initiated related to supplier non-performance including payments to supplier via PayPal (Paypal will even attempt to charge an admin fee if a chargeback is claimed). Not suggesting that chargeback is the best solution for OP, just making the observation that chargeback may an option, especially if PayPal chooses not to assist OP after OP has gone down the PP route.


Most card companies now wont even allow you to log a claim against PayPal unless it is PayPal at fault (i.e. they've charged you and shouldnt have). I know from experience as I've tried.
See: moneysavingexpert.com/cre…75/
markmc99915/04/2020 18:13

Most card companies now wont even allow you to log a claim against PayPal …Most card companies now wont even allow you to log a claim against PayPal unless it is PayPal at fault (i.e. they've charged you and shouldnt have). I know from experience as I've tried. See: https://www.moneysavingexpert.com/credit-cards/PayPal-Section75/


You keep on implying credit card / Section 75. Unless I've missed it, OP has not mentioned funding this purchase by credit card (although it may be).
Regardless, a cardholder initiates a chargeback against the transaction, not the processor. Does that assist comprehension?
Dan__15/04/2020 16:36

if you escalate the claim to paypal then it should take 10 days to …if you escalate the claim to paypal then it should take 10 days to resolve? Theres 2 stages to the claim so I think you've done the first one which is trying to resolve it with the seller via paypal.


Escalated claim on April 1st , but PayPal estimate that groupon has until 21st April to give them more information , so I’m assuming PayPal will then take time to review it . Seller was contacted twice in the first instance but still refused to return my money to the PayPal account . Never had to do a claim before , so hoping there isn’t another stage after this one .
My purchase was much more modest (only a few £), bought a Debenhams Cafe voucher which had very limited hours (after 2pm) with the idea to take my sister there during Xmas shopping.

Like a few said, it was like pulling teeth with Wowcher - only when I complained on Twitter (and I say very little on there) did I got a full refund - Wowcher Credit mind you, but better than nothing.

Hope you get this resolved soon, Dan__
louiselouise15/04/2020 20:04

My purchase was much more modest (only a few £), bought a Debenhams Cafe …My purchase was much more modest (only a few £), bought a Debenhams Cafe voucher which had very limited hours (after 2pm) with the idea to take my sister there during Xmas shopping.Like a few said, it was like pulling teeth with Wowcher - only when I complained on Twitter (and I say very little on there) did I got a full refund - Wowcher Credit mind you, but better than nothing.Hope you get this resolved soon, Dan__


I wouldn't mind so much if it was just a few quid like your situation. But to have almost £200 sitting there which I can't have back but to be forced to spend that on something else is crazy.
Will update the result here once its done but I have a feeling its going to go against me.

Thanks
Dan__16/04/2020 15:33

I wouldn't mind so much if it was just a few quid like your situation. But …I wouldn't mind so much if it was just a few quid like your situation. But to have almost £200 sitting there which I can't have back but to be forced to spend that on something else is crazy. Will update the result here once its done but I have a feeling its going to go against me.Thanks



Persistence pays off. There will be a few in your situation and I'm sure it'll work out fine. Think these companies assume people will give up easily.

Pretty sure Groupon got hauled through the coals for similar behaviour a few years ago and had to tighten up their act.

Surprised by Paypal's response, though. Fingers crossed for you.
*Update*
my case with paypal is still ongoing. Today they have extended it to investigate further and gave wowcher another 3 days.

Speaking of wowcher, they emailed me back today from my last email that I sent to them which was last week on Wednesday. They are saying that I need to contact the merchant to sort it out as they were told that the reason for return was a change of mind that was over 14 days so hence why it went into credit but that isn't true. Feel like im being fobbed off here but I contacted the merchant anyway as I still have my original email that I sent which clearly states it wasn't as described as well giving me a sore back and that I wasn't happy.
I have pasted the email below.


Thank you for your email. I am sorry you have returned an item for refund. Unfortunately I have been advised the Merchant and Management have deemed this return as Change of mind over 14 days. Therefore the refund will be in the form of credit. If you disagree with this outcome, we advise you to you to contact the merchant directly in regards to this query and ask them to send us a revised refund request.
The merchant is a company called Emma Matratzen GmbH who can be contacted on help@emma-mattress.co.uk Please allow up to 72 working hours (3 working days) for their response. If you need to communicate further regarding this matter, please click 'reply' to respond to this email directly. This will avoid creating multiple case references which can cause delays in resolving this matter for you
.
I finally got a refund. Took a while as the case kept getting extended but after providing all the emails and texts as proof, paypal have processed the refund back to me.

Definitely won't ever be buying anything from wowcher again!


Thank you to everyone who commented and gave advice, I really appreciate it
Post a comment
Avatar
@
    Text

    Discussions