I pre-ordered the iPhone X and didn't love it, so I began a return within 2 days. After a few days, I chatted in to make sure everything was progressing and was told to chat back after the phone was received. I did so and was promised my full refund within 14 days (the rep, Lynyrd, said he confirmed the phone was received). That turned out to be a flat-out lie, as no refund was processed. Then when I chatted in to ask what happened, the first rep was corrected and I was promised a refund within 30 days of sending it back (this rep, Alyssa, also confirmed the phone was received and refund was processing). Apparently that was a complete lie too. Today marks the 30th day since I sent it back and, surprise surprise, still no refund. So I chat in and am informed that there were actually TWO returns processed, and the return I was emailed to use wasn't the right one. This rep said the phone was never scanned in, so they need to launch an investigation to locate it, which can take 4 business days, and that's assuming they can actually locate my device. I followed their instructions to the letter, and they're the ones that lost my return, kept lying about it, and put me off. The rep I spoke to tonight even said that if I weren't so persistent about it nothing would have happened and they'd have kept the refund!
Has this type of thing happened to anyone else here? Do I have any legal options if they don't figure out my refund?