Aliza C

Urgent: Unresolved Refund Issue – complete incompetence

I am writing to express my deep dissatisfaction with the handling of my recent return and refund request with Bash. I placed an order and paid for four items on 5 September 2023 and upon receiving the items, I discovered that one was damaged, and another did not fit properly. Following Bash's stated 30-day return policy, I initiated a collection return for these items on 22 September 2023. Despite your company's policy promising refunds within 1-10 working days for credit/debit card payments, I had not received a refund by the 2nd of October. Patiently waiting, I eventually contacted Bash support on the 19th of October 2023, at which point I communicated that my original bank account, linked to the initial payment, was closed due to unrelated issues. I explicitly requested the refund to be processed to a new bank account, providing updated details and bank statements to support this change. Regrettably, despite repeated assurances from your representatives, the refund was sent to the closed original bank account. On the 30th of October, I forwarded my updated bank details directly to the Bash representative handling my case via email. I had informed your support team of this discrepancy and resent my updated details on numerous occasions. The lack of coordination within your financial department has been frustrating, as evidenced by their claim of not receiving the information despite my multiple submissions. To my dismay, on the 1st of November, I received proof of refund to the original payment method, leaving me without the funds and in a state of considerable inconvenience. To exacerbate matters, I was advised by your support team to contact the bank to rectify the situation, despite the error clearly originating on Bash's end. This additional inconvenience adds to the frustration I am experiencing. This situation is both disheartening and unacceptable. I have diligently followed your procedures and provided the necessary information, yet the issue persists. I am now forced to escalate this matter to a public forum, as I find myself without a resolution despite my earnest efforts. I kindly request an immediate and comprehensive investigation into this matter, along with the prompt processing of the refund to the correct bank account. Your urgent attention to this matter is crucial, and I expect a resolution within the shortest possible time frame. Order no: B2530026-01