After a thorough investigation, we have found the purchase you are referring to. It was an order placed for 3 intelliposts on 10th September 2024. We contacted your project manager Phil and arranged for installation on 30th September. After a follow up call, Phil said that you would have to cancel as you now required a sooner installation, to which we offered to attend, however it was still requested that we cancel as you had already had an alternative product fitted.
24/09/2024 - We refunded via Shopify ( the platform on which our website and stripe payment processing is hosted), to which you received confirmation from them via email.
10/10/2024 - while the refund was slowly processing (due to the value being £7970) you created a chargeback with your card company, which caused a conflict through stripe, as we had already initiated a refund, showing £0.00 order value as this was processing.
We then continually communicated with you, sometimes multiple times per week to try and get the matter resolved, had the chargeback not been actioned then the refund would have gone through in the timeframe allocated.
This then took 3 months to solve and close, and you were refunded through Shopify/stripe, an understandably frustrating amount of time. Despite us not being directly at fault we, as a gesture of good will for this, reimbursed your expenses for the legal advise you had sought because of the delays. The whole matter was resolved using Shopify and Stripe, and returned to your original payment means, as initiated on 24/09/2024. At no point did the funds ever reach our bank account, as our payout schedule (at that time) was every 10 working days, and as such the original payment was held and returned by Shopify/Stripe from the very beginning of this process.
We were completely transparent and remained in constant communication throughout the situation, and at no point did we lie or deceive you, and this is an unfair and completely unjust review.
