Refund refused
A refund, return or compensation has been refused outright.
6,438complaints of this kind in the census
695companies affected
55%graded severe
Where you stand
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If goods are faulty, you generally have a short-term right to reject them within 30 days of purchase.
General information about consumer rights in the UK, not legal advice for your situation.
Where to escalate
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
- Financial Ombudsman Service — Free and independent for banking, insurance, credit and payments — after you have complained to the firm and waited up to 8 weeks.
What people actually describe
“They cancelled our whole holiday without checking with us or offering an alternative”
“we didn't get collected at the end of our holiday”
“When they arrived they had a mouldy/musty odour.”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| AliExpress | 384 | 35% |
| Just Eat | 257 | 45% |
| DoorDash | 188 | 35% |
| Allianz Partners USA | 187 | 17% |
| Halara | 181 | 11% |
| Headout | 164 | 24% |
| Expedia | 158 | 25% |
| StockX | 126 | 9% |
| Smallpdf | 122 | 52% |
| CJS CD Keys | 115 | 18% |
| Wowcher | 105 | 25% |
| Footasylum | 88 | 9% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.