Screwfix lands in hot water over radiator refund

In December I ordered a radiator from Screwfix which, rather than being picked up at my local store, was delivered to my home. Unfortunately, it wasn’t the right size so I needed to return it.

My local Screwfix, which will usually take things back without a problem, said it had to be collected from my house. This was a bit of a pain but I accepted this, and it was picked up in January.

Since then, I have been waiting for the £133 refund. The company has confirmed that it received the item but the money has not appeared in my account, despite repeated requests.

NR, Herts

This was something of a first: a complaint about Screwfix, which I think generally has excellent customer service.

The company blamed your lack of refund on an administrative error, and the money was paid into your account 48 hours after I sent it your complaint.

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