@Home - TFG Group - Order #P***

Do not buy from this company online.

Ticket # 259946

Order #P***

I bought linen from the online store of @Home. The website showed stock available for two standard pillowcases 230CT Organic Cotton.

The following email was received from them:

“We're so sorry to tell you that we have not been able to find one or more of the products in your order p*** placed on 17 September 2022. We have tried to source it from several locations but could not find stock that was suitable for sale. If you paid with a TFG store card, the funds that were reserved for this item will be released immediately and should reflect on your account within 24 hours. For credit and debit cards, TFG will immediately release the funds that were being held. It could take 7-10 days for your balance to adjust, depending on your bank. There will be no visible refund transaction as no charge was finalised, but your balance will adjust accordingly. If your balance doesn't adjust after 10 days, please contact your bank directly. EFT payments will be refunded by TFG to your bank account within 48 hours; however, depending on your bank it may take up to 10 working days for the funds to reflect in your account. eGift cards will be replaced within 10 working days. Please see below for how your order has changed. Thank you for your support and apologies again for disappointing you, TFG Online Shopping Team”

Please take note of paragraph three (3) as I paid via my credit card.

Paragraph three states: “For credit and debit cards, TFG will immediately release the funds that were being held. It could take 7-10 days for your balance to adjust depending on your bank. There will be no visible refund transaction as no charge was finalised, but your balance will adjust accordingly. If your balance doesn't adjust after 10 days, please contact your bank directly.”

Then I got an email stating that to release my refund I must request it “here”, the “here” being a hyperlink. I did that and got.... yep, a technical difficulty, please phone.....or email...... I did BOTH.

Now, I have to send a bank statement that shows the transaction, my name and the account number to get my refund. I have to send them my WHOLE confidential bank statement to prove to THEM that I paid them for an item they could not deliver, and THEY cancelled.

To top this off. The one pillow case had a stain (Luckily I am in hospitality and know how to keep whites white!), and the king-size flat sheet was dirty - again, no complaints as this is something I can fix myself.

But to struggle to get my refund so that I can go and search on my own for the same pillowcase that I now only have ONE of and is not useable till I get the other one, I can not fix.

I would have liked to attach the screenshots of the email and ongoing conversations I am wasting my time on for almost a week.

I would have appreciated to know this beforehand and I hope I could save someone all the unnessasarry difficulty.