Hello, just looking for some advice / reassurance. 3 weeks ago I purchased a robot vacuum using Paypal pay in 3. 1 week later I received a parcel, but it was the wrong product. A cheaper version, quite different to the one I wanted. I tried to phone straight away, and then it became apparent this company (although using .co.uk website) were in Austria. I couldn't get through on the phone, but emailed them explaining they'd sent me the wrong product. I heard back a few days later saying that because of issues with their couriers they couldn't arrange for it to be sent back just yet, and asked me to be patient. A couple of days later I emailed again saying that I would like a rough idea of timeframe, as this was purchased as a gift and I really needed to know if I had to get something else. They responded with the same message asking me to being patient. This was not very reassuring and also quite frustrating so at this point I decided I just wanted to return the product, get my money back and take my business elsewhere. Now I have had no correspondence with them for almost 2 weeks, which I think this is unacceptable - and I fear something dodgy is going on. 2 days ago I opened up a dispute with Paypal. I have had one response from them saying they'll refund me when I send the product back to them! Which is just nonsense, as getting it to them is the crux of the issue here. My question is do I escalate this now to Paypal, or do I have to wait 10 days for them to respond? Obviously I am very keen to resolve this and maybe somewhat impatient! What are my chances of getting my money back here?
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