Returned an item to an online shop and now no contact from them ... what to do?

[c.ruel]

I bought a pair of shoes online a little while back. After about 3 weeks of use one of the eyelets fell off so the laces could no longer be tied properly. So of course I returned them to the online shop. I had contact with the seller up until about 2 weeks ago. Their last email said they would be dealing with the returns on Tuesday (that was in late January). I have subsequently sent them 2 emails spaced each about a week apart asking what the progress with the return is and gotten no response.

Obviously it has reached the point whereby I need to escalate the matter. The question is how to? Who can I threaten to go to?

Thanks in advance!

[kalniel]

Assuming a UK shop, small claims court. Check your rights first at your local Trading Standards service: http://www.tradingstandards.gov.uk/a...goods-sum9.cfm

And you can get advice from Citizens advice bureau:
http://www.adviceguide.org.uk/

[MrJim]

Did you pay by Paypal? I've had a similar problem like this in the past, & paid by Paypal; after I raised a claim with them, I got a refund. If your shoes were over £100 & you paid by credit card, you might have some recourse through your credit card company...

[jim]

Even if they weren't over £100, you can try Visa Chargeback if it was Visa. Not sure if Mastercard have an equivalent.