Refund delay tactics by manipulating refund policy/disclaimer

I'm disgusted with the refund process for my order with House & Home. After placing the order online and waiting weeks for fulfillment, I requested a cancellation by phone and was advised to confirm in writing via email, which I promptly did. I was then asked to complete a vendor form and provide documentation since the purchase was made from a business bank account. Despite complying with all requests—including providing a completed vendor form (twice), certified ID copy, business bank confirmation letter, and company registration documents—additional requirements kept surfacing.

Most recently, I was asked to provide a three-month bank statement and a reason for the refund on company letterhead. These were not communicated initially, and seem to be delaying the refund process unnecessarily. I even visited a physical store and spoke with the manager to try and resolve the issue, but to no avail.

As a business owner, I understand the need for due diligence in refunds. However, the staggered and delayed requests have been both inconvenient and concerning, raising questions about the transparency and efficiency of your refund process. The request for an updated bank statement is particularly troubling, as all necessary information has already been provided, and the rationale for this additional requirement remains unclear.

Given that we have fulfilled all reasonable requirements for processing the refund, I have declined the request for a bank statement. I am left wondering what further documentation might be requested and why these were not communicated at the outset.

I have even tried contacting your customer service and head-office and reading some of the comments on this page and HelloPeter, I was not surprised I could not get through to anyone on numerous occasions. The level of incompetence in handling this issue is surprising, especially from a company of this size and reputation.