Don't waste your time with customers services anymore - at this point, I always move to a letter before action - the majority of cases I have never had to go any further and anything where I have had to file, they have folded immediately. It's a while ago but I'm sure that it was Sellors who tried to up the price on a watch I'd pre-paid for and I went this route to get them to back off. As long as you informed them of the return quickly enough (and you bought online?), you wish to enforce your unqualified right to inspect and reject goods under the consumer contracts regulations. Something like:
Write to:
Legal department
C.W. SELLORS (GOLD AND SILVERSMITHS) LIMITED
King Street, Ashbourne, Derbyshire, DE6 1EA
[Your address]
[Supplier's address]
Dear
Reference: Return of item as per the consumer contracts regulations.
As it has not been possible to resolve this matter amicably, and it is apparent that court action may be necessary, I write in compliance with the Practice Direction on Pre-Action Conduct.
[explain what has happened - bullet it with dates and what happened when you returned]
From you I am claiming [your £1300]
I have calculated this sum [because it's a refund of what you paid]
Listed below are the documents on which I intend to rely in my claim against you:
[Basically all the contract information you have plus any emails where they will not honour the return]
In accordance with the Practice Direction on Pre-Action Conduct I would request that you provide me with copies of the following documents:
[Any emails where they discuss your return internally]
I can confirm that I would be agreeable to mediation and would consider any other system of Alternative Dispute Resolution (ADR) in order to avoid the need for this matter to be resolved by the courts.
I would invite you to put forward any proposals in this regard.
In closing, I would draw your attention to paragraphs 15 and 16 of the Practice Direction which gives the courts the power to impose sanctions on the parties if they fail to comply with the direction including failing to respond to this letter before claim.
I look forward to hearing from you within the next 28 days. Should I not receive a response to my letter within this time frame, then I anticipate that court action will be commenced with no further reference to you.
Yours faithfully,