I'm new to the forum and am hoping that someone may offer me advice. I recently ordered some Eton brand shirts from the Indumenti.se website, which I understand represents a company based in Sweden. My original order date was the 25th of September. After initially receiving an e-mail invoice as expected, I received a message on the 1st of October saying the shirts were not in stock and wound need to be ordered. I thought this was odd, given that on the site you search for the shirts based on "available size". In any case I had ordered the shirts specifically for a few functions that were fast approaching and so I could not accept the delay.
I first asked for a refund on the 2nd of October. I received a reply stating that, instead of the refund, the store could offer me two ties of my choice if I would keep my order. This also seemed a little odd to me, but I replied saying that I was not interested in the ties and merely wanted the refund. I received an e-mail back the same evening saying that this was not a problem, and that I would receive confirmation of the refund. After not hearing anything for a day I e-mailed again, and received an immediate reply saying the refund would happen in the next few days.
After hearing nothing for a week I e-mailed again on the 9th and 10th of October, with no reply. I then e-mailed again on the 11th, stating I would arrange a chargeback on my card. I received a reply, stating that the refund had already been arranged "a few days ago" and that I would be sent proof of this. Now 6 days later this has not happened, I have sent one e-mail without reply, and have not received my refund. It is now 2 weeks since my original refund request.
I have obviously arranged a chargeback, though this will take some time to process. I'm wondering if anyone can tell me how best to proceed with a formal complaint (i.e. would this be with a consumer rights office of the Swedish government?), or if there is anything else I should be doing. I'm sure someone else out there has had a similar experience.