Compare Watch Wear

"I bought a jacket for €160 on 10th December. Never received it, after contacting the delivery company and was not given help. I contacted Watch Wear with a very heart-felt empathic email asking if they could track my parcel. They responded 2ice, not once, 2ice, that they had e asked the delivery company to track my parcel and that as soon as they get a response -within 2 months- if whether my parcel was returning to them or was lost, they would refund my money.
I wrote back asking why I have to wait, of they are confirming anyway that I will not get the parcel and that EU law clearly says that after 30 days you can claim a full refund if you haven't received your parcel or if it arrived after the promised date.
Watch Wear's terms and conditions state that the estimated time for deliveries to my country is 14 days to 21 days.
So I asked for an immediate refund and gave them a week to sort out.
They answered that I misunderstood and that they said that there was a possibility of 50/50 that I'll receive my parcel, in which case I won't get a refund and that I am unfair and that they cannot refund me because in the past when they have done so, customers don't return the item or the money.
My response is that I'm not their insurance company, they are retaining my money unlawfully, that they are blaming past customers for their loss and that I have to pay for that?
I told them that I want to escalate, they did not do so and said that don't escalate.
The latest email today, they said that they are trying to make sure that the parcel never arrives to me, then they will refund me and that if I report my experience in social media, give reviews and so on then they'll claim defamation against me.
My bank confirmed that I can dispute the refund based on EU law and UK law and that I have a case so that's with them now but the process takes 12 weeks, in any case, this company is incredibly unprofessional, do not buy from them, you are likely to never get your parcel or see your money again and find yourself writing emails back and forth. They also glasslight you and make you feel bad because they have issues with the deliveries, they assume is your job to be empathic for their hard work but do not acknowledge that you are the one who lost money. Be careful when buying here. Their terms and conditions are ambiguous And don't include the right to claim refunds for undelivered packages, just for faulty ones. They will not refund you any money so they may have lots of customers money generating interests for their own gain. They will threat you of you tell them that you will report them. They will play the victim and then change their narrative and tell you that you didn't understand.
Now they also say that my address is wrong which is not! And why would I give a wrong address and pay €160 with the malicious intent to enter into a fight with them?
I said that retaining my money that way was a scam, they said I was defaming them. Really, am I? I have no money, no parcel, they refuse to refund me even though they admitted to having done it before, and I am defaming them?
I'll stop exchanging emails with them and take it further with the regulatory authorities but save yourself a headache and loss of money and time and do not buy from those people!"