Can't get refund from online company

Clara381

Hi, I would be grateful of some advice on what to do next?!

I bought an item from an online underwear company, value £50. Only after buying and wanting to return did I realise how difficult they make it for you to return goods! You need to email them within 7 days for a returns number, which I did, that email was ignored and I had to email again a few days later. I got the number and returns the item first class on 18 Jan. I jave a proof of postage for this. I emailed them two weeks later to ask when it would be reurnded and was told they only open parcels every fortnight and I would need to wait. I emailed on Monday and got no response. I just called and the woman said they would refund within 30 days. I asked if she could check out my return as it had been some time and I was worried about it, she asked my name and vaguely said no there was no parcel there from me but there were some more unopened and it might be in there and she would call me if it turned up. She asked me did I have a signature for who accepted it and I said no I had a proof of postage and she said oh no you need to have a signature a porof of posting is no good. It doesn't say this on their website.

Sorry for waffling on but I'm really worried I can kiss my 50 quid goodbye and the company are really rude and unhelpful.

Any advice on what I can do?

Thanks in advance

Butlers1982

posting is no good

Proof of posting is acceptable and the return is deemed as served, so she is talking nonsense.

Write to them, again recorded delivery and say they have seven days to reply before you take further action.

Unfortunately, emails in my opinion are all to well "avoided" or lost . .

Clara381

Email just in. - I wasn't rude I just said I wouldn't use them again as their returns policy is so lacking.

Further to our telephone conversation this morning we confirm we have not received any items back from you for refund. We do recommend on our shipping and returns page which makes up part of our terms and conditions that you return items to us in a tractable manner. We have no control over mail once it is posted.

Please feel free to contact Trading Standards as that is your right. Your grievance now is with Royal Mail and you can still claim back to the value of £34 with proof of postage. We are quite happy for Trading Standards to have our Royal Mail account number and they can check that we have only had one incoming item go missing into us for the past 3 years. We would have no reason to not issue your refund if we had the goods as we always conduct our business in a professional manner under the Distance Selling Regulations.

We are always happy to work with customers to resolve issues. However, being rude to our staff is not pleasant and completely unnecessary in this case as it is caused through no fault of our own.

RadoJo

How much was the parcel insured for with RM?

Clara381

It was just first class post

Equaliser123

If it were me, I would now write to them requiring them to make a refund within 7 days or else proceedings will be issued in your local county court.

Keep that proof of posting.

Oh, and name the company!

Clara381

Result! I sent this,

Dear ****,

Thank you for your prompt email.

If only all of your other communication had been so prompt and eloquent. The email I sent asking for a return code went unanswered, I had to ask again. The email I sent 2 weeks ago asking when my item would be refunded that told me you only open your mail every fortnight was not what I consider to be good customer service. The email I sent on Monday of this week that went unanswered and had to be followed up by a phone call today. The woman on this call was very vague and disinterested, as every other staff member I have dealt with from your company has been. I wasn't rude, The person asked if I would like her to call me back when she found the parcel and I said yes, and that I was very worried, and that after my experience I wouldn't be using you again. She said 'charming' and took an attitude with me. Again, not very helpful.

None of this is what I consider to be good customer service- and that's not even considering the fact I am now £50 worse off. You had a new customer. I made a purchase in December and was very happy with my item. After your display of how customers are treated I would never have purchased from you again, I am used to dealing with professional helpful companies. I will share my experiences with all of my friends and also on the consumer website forums that I am a member of.

I will give the details of this transaction to Trading Standards and they can deal as they see fit. I have lost £50 but at least I found out the type of company ****** ********* is before I spent any more.


Yes, there are Distance selling regulations. There is also good customer practice, which is how most companies build a business. Your company is sadly lacking in the latter.

This will obviously not be resolved between us, and I would ask you do not contact me again unless it is to confirm my refund.

Kind regards

And I got this back!

Hi *****

Thanks for your email. This kind of communication breakdown is not helpful and we apologise if we have been at all off hand. We do try to answer all emails fully.

We can really do without bad publicity as it's not really fair. We sell items at a fair price and try to give good service.

If you let us know which item you returned we would be happy to refund you plus the postage paid. I can't really say fairer than that and I am sorry you have had such an ordeal.

Let me know if that helps.



It's a pretty big turnaround?! Lets see if the refund comes through!
Thanks everyone for their help so far.

BargainGalore

I like the bit "We can really do without bad publicity as it's not really fair"

How do they think its unfair? people usually only bad mouth companies as a last resort. Still in fairness to them and yourself you did post there reply so hopefully it will make amends

Equaliser123

Good result OP. I suspect somebody else reviewed the case and a clip behind the ear has been administered to the original customer service assistant.