A couple of weeks ago I ordered a book from an independent bookshop in Chorley. On the payment page of their website I chose the Google Pay option which I rarely use but as it already had my credit card details saved I assumed that I must have used it before. What was a bit surprising was that in the next 24 hours I received no confirmation of the order so dropped the shop an email. I checked my bank statement online and saw that the payment had gone through.
When I received no reply to my email I tried messaging them. They then came back to me and said that they use the Post Office 48 Hour delivery service and suggested I wait another day or two. This was somewhat frustrating as I had hoped to give the book to my wife as a St Valentine's Day present.
On the following Monday the book had still not arrived so I messaged them again and they said they would check with the PO. I then received screenshots from them showing that the book had been delivered on the Monday but to the wrong address. Unbeknown to me, Google Pay had my old address as my Legal Address along with my current address but for reasons best known to them they gave the bookshop my old address. So that's why it was delivered there.
The bookshop is refusing to give me a refund unless the people at my old address return the book to them. This is despite the fact that I had no opportunity to check that they had the correct delivery address.
As I paid on my credit card I have contacted my bank to dispute the transaction. I would rather not have to waste my time doing this but the bookshop has left me with no option. They could have offered me a partial refund which I would have accepted but no, they are being completely intransigent. And by their own admission, their website is "struggling".