I recently purchased some parts for my car a breakers. I ordered, over the telephone, a center dash piece (around heater controls), ash tray, fag lighter surround, gear stick surround and the thing under the handbrake. I paid over the phone using my debit card.
When I received the parts I found that I had gotten the black center console and nothing else!
I phoned the company (carquip uk) and the guy I spoke to claimed that he had packed them himself and were definately included. I assured him that they weren't and there must have been some mistake. He denied this, but agreed that if I sent back what I had, they would gladly refund my money.
I did so and today have received a letter that states:
We have today received back part of the order supplied to you. The front ashtray and trim piece between gear and handbrake are missing. They were in the original parcel to you and you said you were going to paint them yourself!!! If you return these items we will be happy to refund you for the parts.
I called today to question this and was told that I was incorrect, however the manager was now dealing with this and I should call back. When I asked if he could call me, the guy said 'no, we don't make outgoing phone calls for refunds as we consider them to be not our fault'.
This is completely not what I ordered and not what was agreed in the first phone conversation regarding the refund. I have sent everything back and they're refusing to refund me now!
Where do I stand? Any advice?