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  • FIRST POST
    • ripples_32
    • By ripples_32 22nd Sep 16, 9:56 AM
    • 6Posts
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    ripples_32
    No Fat Face refund
    • #1
    • 22nd Sep 16, 9:56 AM
    No Fat Face refund 22nd Sep 16 at 9:56 AM
    Does anyone know what the law is in regards an online purchase being returned and the company (Fat Face) refusing to refund the money? I returned a parcel that was accepted into their warehouse but then only received less than half the money due to me due to staff error. I am still owed £120 due to their staff error. This cannot be right, surely. If Fat Face did this to half of the returned parcels in their warehouse, so many customers would be owed money and Fat Face would be getting a huge profit. Does anyone have any experience of this issue?
    Any legal advice welcome.
Page 1
    • Oakdene
    • By Oakdene 22nd Sep 16, 9:58 AM
    • 354 Posts
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    Oakdene
    • #2
    • 22nd Sep 16, 9:58 AM
    • #2
    • 22nd Sep 16, 9:58 AM
    Why did you return the item?
    • neilmcl
    • By neilmcl 22nd Sep 16, 10:21 AM
    • 8,119 Posts
    • 5,233 Thanks
    neilmcl
    • #3
    • 22nd Sep 16, 10:21 AM
    • #3
    • 22nd Sep 16, 10:21 AM
    Does anyone know what the law is in regards an online purchase being returned and the company (Fat Face) refusing to refund the money? I returned a parcel that was accepted into their warehouse but then only received less than half the money due to me due to staff error. I am still owed £120 due to their staff error. This cannot be right, surely. If Fat Face did this to half of the returned parcels in their warehouse, so many customers would be owed money and Fat Face would be getting a huge profit. Does anyone have any experience of this issue?
    Any legal advice welcome.
    Originally posted by ripples_32
    Sounds like there's more to this than you're letting on. What reason have FF given for not fully refunding you?

    Also, why have you created 2 threads on the subject?
    • Moneyineptitude
    • By Moneyineptitude 22nd Sep 16, 11:32 AM
    • 16,797 Posts
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    Moneyineptitude
    • #4
    • 22nd Sep 16, 11:32 AM
    • #4
    • 22nd Sep 16, 11:32 AM
    Also, why have you created 2 threads on the subject?
    Originally posted by neilmcl
    Probably because there were no replies to yesterday's thread;
    http://forums.moneysavingexpert.com/showthread.php?p=71336079

    The OP will have to provide far more detail of this "staff error" for anyone here to accurately comment.
    • ripples_32
    • By ripples_32 24th Sep 16, 11:19 AM
    • 6 Posts
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    ripples_32
    • #5
    • 24th Sep 16, 11:19 AM
    No refund from Fat Face
    • #5
    • 24th Sep 16, 11:19 AM
    I have created several threads as I am livid that I have not been refunded the proper amount. The parcel I returned was received into the Fat Face warehouse but less than half of the items were processed as returned. On speaking to customer services they have told me that I will not get a proper refund unless I can show the proof of postage. I have been trying to find that but we are in the middle of building work at the minute. My question was , is it legal for a company to not refund the proper amount owed to the customer. If Fat Face didn't process a percentage of returns in this way then they are clearly making a huge profit. Doesn't make sense that this is right/legal. I didn't lose the parcel, they did yet are accepting no responsibility. I want as many people as possible to see this, hence why I have posted several times.
    • neilmcl
    • By neilmcl 24th Sep 16, 11:48 AM
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    neilmcl
    • #6
    • 24th Sep 16, 11:48 AM
    • #6
    • 24th Sep 16, 11:48 AM
    My question was , is it legal for a company to not refund the proper amount owed to the customer.
    Originally posted by ripples_32
    Of course it wouldn't be but the issue is that this has not been established to be the case.

    FF are saying your return was incomplete so if you want the full amount back then you'll need to prove otherwise. There's no conspiracy here, FF are not out making huge profits by fleecing their customers as you suggest and I'd be wary of making such accusations if I were you.
    • ripples_32
    • By ripples_32 24th Sep 16, 1:22 PM
    • 6 Posts
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    ripples_32
    • #7
    • 24th Sep 16, 1:22 PM
    • #7
    • 24th Sep 16, 1:22 PM
    There is no question over whether they received my returned parcel. The parcel has been received by them and I have a confirmation email of such. The issue is that they have only partly processed the return and are using the lack of proof of postage as an excuse not to refund me. Despite having possession of the parcel. No one has mentioned a conspiracy or indeed slandered anyone. I am merely stating the facts of what has happened and was hoping someone could point me in the right direction. If they hadn't received the parcel, then of course I would have to find the proof of postage, however as already stated, they are in possession of the parcel already but a member of staff hasn't processed all of it.
    • Bogalot
    • By Bogalot 24th Sep 16, 2:35 PM
    • 173 Posts
    • 329 Thanks
    Bogalot
    • #8
    • 24th Sep 16, 2:35 PM
    • #8
    • 24th Sep 16, 2:35 PM
    Did you return via RM? If so the proof of purchase will have the parcel weight on it.

    If not it seems you are at stalemate, you say you have sent a number of items and they say they have not received all of them. You could ask them to check the warehouse CCTV, if they have it in the relevant area.
    • theonlywayisup
    • By theonlywayisup 24th Sep 16, 2:48 PM
    • 9,293 Posts
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    theonlywayisup
    • #9
    • 24th Sep 16, 2:48 PM
    • #9
    • 24th Sep 16, 2:48 PM
    There is no question over whether they received my returned parcel. The parcel has been received by them and I have a confirmation email of such. The issue is that they have only partly processed the return and are using the lack of proof of postage as an excuse not to refund me. Despite having possession of the parcel. No one has mentioned a conspiracy or indeed slandered anyone. I am merely stating the facts of what has happened and was hoping someone could point me in the right direction. If they hadn't received the parcel, then of course I would have to find the proof of postage, however as already stated, they are in possession of the parcel already but a member of staff hasn't processed all of it.
    Originally posted by ripples_32
    As has been outlined to you, without the proof of postage, you have no evidence of the weight of the parcel. Without the weight, you and Fat Face are in disagreement over what was returned.

    Do you recall how much it cost you to return? Did you pay by debit/credit card?
    "I suggest you read who's thread this is and you will find its MINE". sic
    • ripples_32
    • By ripples_32 24th Sep 16, 3:02 PM
    • 6 Posts
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    ripples_32
    The parcel was returned by Royal Mail (free return) but as yet I have been unable to find the proof of postage….still looking. I just struggle to see how I am being refused a refund when Fat Face have made the mistake. Seriously, if this happens on a regular basis then something is very wrong. I did ask if there was CCTV in the warehouse and that was ignored. Just seems very wrong to me. I have shopped online for years and never had a return half processed. I can of course understand that parcels will go missing, but to be received back by the company, them make the error but refuse a refund seems just wrong.
    • Bogalot
    • By Bogalot 24th Sep 16, 3:17 PM
    • 173 Posts
    • 329 Thanks
    Bogalot
    The parcel was returned by Royal Mail (free return) but as yet I have been unable to find the proof of postage….still looking. I just struggle to see how I am being refused a refund when Fat Face have made the mistake. Seriously, if this happens on a regular basis then something is very wrong. I did ask if there was CCTV in the warehouse and that was ignored. Just seems very wrong to me. I have shopped online for years and never had a return half processed. I can of course understand that parcels will go missing, but to be received back by the company, them make the error but refuse a refund seems just wrong.
    Originally posted by ripples_32
    You don't know that they have made the error, goods may have gone missing whilst with RM. If they have, then Fat Face can claim from them and you will get your refund (assuming you used their returns service), but this all depends on you being able to show that you posted all the items with the PoP.

    There is nothing to suggest that your experience is a regular occurrence. Your repeated insinuation that they are doing this intentionally is not going to help your case. Stick to the facts and forget the conspiracy theories.
    • neilmcl
    • By neilmcl 24th Sep 16, 3:44 PM
    • 8,119 Posts
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    neilmcl
    There is no question over whether they received my returned parcel. The parcel has been received by them and I have a confirmation email of such. The issue is that they have only partly processed the return and are using the lack of proof of postage as an excuse not to refund me....If they hadn't received the parcel, then of course I would have to find the proof of postage, however as already stated, they are in possession of the parcel already but a member of staff hasn't processed all of it.
    Originally posted by ripples_32
    They're not using it as an excuse. Your proof of postage will show the weight of the package which will be an indication, although not absolute proof in itself, of whether you sent everything back you were supposed to.

    Despite having possession of the parcel. No one has mentioned a conspiracy or indeed slandered anyone. I am merely stating the facts of what has happened and was hoping someone could point me in the right direction.
    Originally posted by ripples_32
    Really, your posts up to now suggest otherwise.
    Last edited by neilmcl; 24-09-2016 at 3:48 PM.
    • ripples_32
    • By ripples_32 24th Sep 16, 3:51 PM
    • 6 Posts
    • 0 Thanks
    ripples_32
    Bogalot, thank you for your input but as already stated, the parcel has been received at Fat Face so it being lost by Royal Mail isn't relevant. My original question was hoping that someone with knowledge of retail law would be of help. Again, no one is talking about conspiracy theories, only the fact.
    • neilmcl
    • By neilmcl 24th Sep 16, 3:59 PM
    • 8,119 Posts
    • 5,233 Thanks
    neilmcl
    Bogalot, thank you for your input but as already stated, the parcel has been received at Fat Face so it being lost by Royal Mail isn't relevant. My original question was hoping that someone with knowledge of retail law would be of help. Again, no one is talking about conspiracy theories, only the fact.
    Originally posted by ripples_32
    Yes, and the FACT is that you need to show that you sent all items back to them. Your proof of posting will go someway to showing this.
    • theonlywayisup
    • By theonlywayisup 24th Sep 16, 6:08 PM
    • 9,293 Posts
    • 6,208 Thanks
    theonlywayisup
    Bogalot, thank you for your input but as already stated, the parcel has been received at Fat Face so it being lost by Royal Mail isn't relevant. My original question was hoping that someone with knowledge of retail law would be of help. Again, no one is talking about conspiracy theories, only the fact.
    Originally posted by ripples_32
    All that you can prove is that Fat Face have received "a return". You cannot prove that you sent everything back as you haven't given them a proof of posting. The POP will have the weight on, which will indicate to them if the items that you claim were returned, were indeed sent.
    "I suggest you read who's thread this is and you will find its MINE". sic
    • bris
    • By bris 24th Sep 16, 7:03 PM
    • 6,004 Posts
    • 4,905 Thanks
    bris
    Fatface are a legit large company so it would be difficult to say any deliberate wrong doing has gone on here.


    The problem you have is they received a parcel, you claim X amount was in it, they say Y amount was in fact in it. The refund has been processed as Y amount and unless you can prove X amount you are stuck. Legally that is the position you are in.


    Anyone could order 5 items, send back 3 then claim it was really 5 but the staff who process it aren't going to be fooled, then to say you didn't keep proof will look suspicious to them.


    Legally the ball is in your court, the only one's who can decide is the courts but they have proof you don't so you your chances would be slim.
    • bod1467
    • By bod1467 24th Sep 16, 7:24 PM
    • 14,760 Posts
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    bod1467
    but they have proof you don't so you your chances would be slim.
    Originally posted by bris
    Actually nothing has been presented as proof - simply a statement has been made. Unless they can provide proof then it would be a case of whether a judge believed OP or the company.
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    • robatwork
    • By robatwork 25th Sep 16, 8:49 AM
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    robatwork
    OP - Imagine for a second that there is a thief working in Royal Mail. He opened your parcel, took half the contents, sealed it again, and the remains was delivered to Fat Face.

    Fat Face then receive half of what you claim to have sent. What should Fat Face do? - the sensible thing is to get some proof from you of what you sent, exactly.

    Unlikely? Yes. Possible? Yes. Just as possible as them trying to scam you.
    • peachyprice
    • By peachyprice 25th Sep 16, 9:33 AM
    • 17,055 Posts
    • 38,747 Thanks
    peachyprice
    The parcel was returned by Royal Mail (free return) but as yet I have been unable to find the proof of postage….still looking. I just struggle to see how I am being refused a refund when Fat Face have made the mistake. Seriously, if this happens on a regular basis then something is very wrong. I did ask if there was CCTV in the warehouse and that was ignored. Just seems very wrong to me. I have shopped online for years and never had a return half processed. I can of course understand that parcels will go missing, but to be received back by the company, them make the error but refuse a refund seems just wrong.
    Originally posted by ripples_32
    So Fat Face received a parcel and conveniently say that some of the items are missing.

    You returned a parcel but have conveniently misplaced the proof that you returned all the items.

    Can you see the problem? You can't prove you returned everything anymore than they can prove they didn't receive everything. You're both in the same position. Give me one good reason why your word it better than theirs.
    Last edited by peachyprice; 25-09-2016 at 10:53 AM.
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    • Quizzical Squirrel
    • By Quizzical Squirrel 25th Sep 16, 2:57 PM
    • 76 Posts
    • 3,182 Thanks
    Quizzical Squirrel
    Did you combine returns from different orders into one box and only use one order's return shipping label to save on postage?

    (Not that there's necessarily anything wrong with doing that but sometimes this leads to such errors in processing.)
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