Different product received, delivery delay and delayed refund
Item ordered via B &Q on 1 Dec, delivered 3 weeks later than promised, looked nothing like the photo I chose it from, so requested to return it. It was picked up and I was told by Ella that it would be refunded within 3-5 business days. 7 business days later - I checked my account and there is no refund. Also, the 'contact seller' form no longer works, so I've lost £81 and a huge amount of time chasing delivery of an item which wasn't the one used to sell it etc.
After me chasing this up, I received my refund on 27/1/26
Reply from Lifeideas
Dear Marj Prendergast,
Thank you for sharing your experience, and we’re genuinely sorry to hear about the issues you faced with your order and refund process. We understand how disappointing it must have been to receive the wrong item and experience delays both in delivery and in the refund process.
First and foremost, we apologize for the delay in the return and refund. We strive to fulfill orders accurately and ensure timely customer service, but it’s clear that we missed the mark here. We’ll be reviewing our processes to avoid similar situations in the future.
We're glad to hear that your refund was eventually processed on January 27th, but we sincerely apologize for the frustration and time lost in chasing this up. Regarding the 'contact seller' form issue, we are investigating that to ensure it works properly for future customers.
If there is anything else we can assist you with, or if you have any further questions, please don’t hesitate to get in touch with our customer service. We appreciate your feedback and are committed to improving the service we offer.
Best regards,
Lifeideas
