NO REFUND ON RETURNED ITEM

I bought 3 hoverboards on OneDayOnly for my kids. The eldest informed me that she would rather have something else so I logged a return on 19 December for 1 hoverboard.

The courier collected the item on 20 December. I paid for the collection and all was well. I received an email from OneDayOnly on 24 December confirming receipt of the item and that the refund will be paid into my account within 3 to 5 days from the 24th of December.

I did not receive my refund and followed up on 31 December (6 days post the email). I spoke to a customer service representative who informed me that they are awaiting the 2nd item to be returned before processing the refund. I only returned 1 item and informed them of such. Upon investigation, it was confirmed that someone incorrectly captured my return as 2 items, so the refund was placed on hold.

They did not contact me to ask about a second item or queried it. They arranged the collection for 20 December (which I paid for) and sent me a confirmation email on 24 December. They have the item and my money and only processed the refund today (31 December) and informed me that it will be in my account within 3 to 5 days from today. I have to wait about 10 days for a refund due to a mistake on their side....

The item I purchased was a Christmas gift for my daughter. I returned the item (unopened) by 19 December so that I could hopefully get her another present in time. Now I need to wait until 8 January for my refund.

This is very poor service and I am very frustrated. I spend thousands with OneDayOnly and this will likely be my last.

If this is how they do business, I am not is support of it.