⚠️ Warning to other customers and trades…
⚠️ Warning to other customers and trades ⚠️
I have been chasing a refund of £186.23 from this company for over 2 months.
The goods supplied were of non-merchantable quality, which the company acknowledged themselves. Despite this, the refund has still not been processed.
After getting nowhere, I raised a dispute through my bank. I was then told the refund couldn’t be processed because of the dispute — yet now the bank has closed the case, and still no refund has been issued.
Communication throughout has been poor, and in my experience the manager’s responses came across as passive aggressive and rude, which only made resolving the situation more difficult.
At every stage, there has been delay, deflection, and no accountability.
As a business owner myself, I find this completely unacceptable. If you’re another trade relying on cashflow, I would strongly advise caution — this has tied up money unnecessarily for far too long.
I am still awaiting repayment of £186.23. This needs to be resolved immediately.
I will update this review once (and if) the refund is received.
Thanks for your response, but this still doesn’t address the core issue.
The goods supplied were faulty, which you acknowledged, and a refund was agreed. That obligation doesn’t disappear because of an internal payment system issue.
My bank has now confirmed the dispute is fully closed. If your payment provider is still showing it as active, that is an internal issue between you and your provider — not something that should delay refunding a customer further.
Saying the matter is “outside your control” isn’t acceptable after more than two months. This should now be escalated and resolved on your side, rather than continuing to delay repayment.
For clarity: I am still awaiting the agreed refund of £186.23.
I will update this review once the matter is actually resolved.
Reply from United Civils Supplies
Dan, we’re sorry you feel this way, but we do need to clarify a few key points for accuracy.
A refund was initiated on our side after the damaged coil was agreed. However, when a payment dispute is raised with your bank, it automatically cancels any in-progress refund and prevents us from issuing another while the dispute remains active.
Your bank has since reviewed the case and ruled in our favour. However, our payment provider is still showing the dispute as active/pending, which means the transaction remains restricted on our side. Until that status is fully updated and the dispute is formally closed within our system, we are unable to process or reissue the refund.
This stage is handled between banking systems and is unfortunately outside of our direct control. As soon as the dispute is cleared on our side, we will act immediately to conclude the matter.
We appreciate that delays are frustrating, but it is not accurate to suggest there has been inaction or avoidance on our part. We have responded throughout and remain committed to resolving this as soon as the banking process allows.
