Bash Not Refunding Missing Order Since 14 November

I ordered an item from Bash on 11 November. It was marked as “delivered” on 12 November, but when I went to collect it on 14 November, the store confirmed the parcel was missing and they could not locate it.

I reported this immediately. On 20 November, Bash told me the refund was being processed - but it never happened. Since then, I have followed up repeatedly and all I receive are the same responses: “escalated,” “awaiting feedback,” or “investigation in progress,” with no action taken.

It is now 4 December, the parcel has been missing for three weeks, and I am still being charged for an item I never received. This is not compliant with the CPA, which requires a refund without delay when goods are not delivered.

I have already escalated to TFG Customer Services and logged a Payflex non-delivery dispute, yet Bash still has not processed the refund.