Subject: Refund I'm writing to complain at the ineffectual refunding of a cancelled order. I have called numerous times to request a date for payment but each time I have been provided a list of excuses. Today 27th July I received a letter dated 17th July stating the refund bad been processed. It has not. On the 26th July I was told it was awaiting authorisation sign off. Originally I called the store to cancel as directed by the website. They pointed me back at the online support and were not interested as i did not order it in store. I cancelled the order through online support prior to being notified that the carpet was with the store or any delivery dates confirmed. I was informed my refund would go back the payment card. The same day I was called back and told that they had contacted the store and that there was now a charge as the carpet had been cut. I then received a email/sms notification that it was in store. However, the store went on a week later to try and arrange a delivery, and knew nothing about my cancellation. So who provided the status of the carpet as 'cut', incurring the £60 charge? None of this sounds right. You charged because I cancelled. There is no way that carpet was cut or why else would the store contact me twice to try and arrange delivery and be unaware of my cancellation. When i challenged this i was told that only the manager knew about the cancellation and didn't inform any floor staff. I called Carpetright head office today to talk about the letter and my lack of refund. The response was "what do you expect me to do about it. Call back at 9.30 to customer services." No wonder they are posting a 7 million pound loss. They just don't care. Avoid at all costs.