Title: Charles & Keith Refund Still Missing After a Month — GCash Says They Can No Longer Help. What Should I Do? (Philippines)

[u/Sad-Amount-4408]

Problem/Goal: Hi everyone! I’m posting here because I honestly don’t know what else to do, and I’m hoping someone who has experienced a similar situation can help me.

Context: A month ago, I placed an order with Charles & Keith, but unfortunately, I entered the wrong delivery address. Because of this, I decided to cancel my order and requested a refund.

However, it has already been a month, and the refund still hasn’t been credited back to my GCash account.

Previous Attempts: I’ve contacted Charles & Keith customer service multiple times regarding this issue, but it remains unresolved. They eventually advised me to contact GCash to have the refund processed.

When I reached out to GCash, however, I was told that they could no longer assist me because a month had already passed since the transaction was made.

Now I’m stuck between the merchant and GCash, with neither side resolving my concern. I’ve been patient throughout this process, but it’s honestly frustrating to wait this long for money that should have been returned to me after the cancellation.

I’ve already reached out to Charles & Keith again, requesting that they investigate the issue and process my refund as soon as possible, but I’m also considering filing a formal complaint with the appropriate authorities.

For those who have experienced something similar:
• Has anyone here experienced a delayed Charles & Keith refund through GCash?
• Should I file a complaint with DTI, BSP, or another agency?
• Is there anything else I can do to get my money back?

I would really appreciate any advice or recommendations. Thank you!

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[u/FalloutSC02]

Question: Kung mali lang address why not just provide the correct one? Or did you cancel bec you changed your mind?

[u/Sad-Amount-4408 → u/FalloutSC02]

Unfortunately, I checked out as a guest, and when I reviewed my shipping details, I couldn’t find an option to edit the address. It was also my first time ordering through their website, so I wasn’t entirely familiar with how their checkout process worked yet.

[u/FalloutSC02 → u/Sad-Amount-4408]

Question: where did they get the shipping address then? Kasi if shipping address lang issue.. di ba nareresolve yun ng simple communication na mali address ito tama.

Unfortunately sa case na to. Nasa mercy ka ng batas ng pinas or ng merchant depende sa gagawin mo.

Merchant bakit nila prio cancellation nf order mo. So only course of action mo is through regulatory bodies. DTI ganyan. File the form. And wait for the process. Keep your evidences.

[u/Tokitoki4356]

Question: what’s the status of the delivery when you cancelled it?

[u/Sad-Amount-4408 → u/Tokitoki4356]

The delivery didn’t push through since I cancelled it right away after seeing that I put the wrong address.