I bought a coffee machine from this company at the end of last year, and it was faulty so I called customer services and they agreed to refund and organised a Parcelforce collection, so far so good...
The item was delivered back to the warehouse on 20th January, and to date (16th Feb) I have not received a refund.
I have called customer services and spoken to live chat agents, all of whom have told me that their refunds are all delayed, they cannot contact their e-commerce warehouse to check on the status and they have no timeline as to when I will receive my money back.
I have asked to speak to a manager and have been refused, I have asked for an email address to complain to, and the one I was given just replies with an automated message saying that the account is not monitored and to contact live chat or phone them!!
I have spoken to citizens advice who have told me that De Longhi are in breach of contract as they have accepted a refund and have acknowledged that they have received the item back but have not given me my money.
I was told to write to them to formally complain, but again when I contacted their live chat agent, she would not provide me with an address to write to and told me just to use their online form, which I have done, and surprise surprise...no reply!
I feel like I have been fobbed off and several agents have ended live chats while I am still talking (not due to me being abusive either as I have screenshots).
I'm not sure if/when I will get my money back, but my advice to anyone looking to use this company is avoid like the plague!
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