I managed to speak to customer services in the end. The TV was not delivered on the agreed date. Only two unsuitable re‑delivery dates over a period of 2 months were offered.
ArrowXL, the courier Sony used, confirmed that the TV was sent back to their return site on 21 November. Despite this, Sony has told me they are still “waiting for it” before they will issue my refund. From a customer’s perspective, this feels unfair — the delivery never happened, so I don’t see why the refund can't be issued.
I’ve been a loyal Sony customer for years, but after this experience I will never purchase directly from Sony again. If my refund isn’t processed by the end of next week, I’ll have no choice but to raise a chargeback with my card provider.
Bottom line: Be careful buying from Sony directly — risk of failed delivery and getting refund is so difficult.
