Refund (Promod.co.uk)

Query

I received a gift voucher from the above company for £30 as a win in one of their competitions. I proceeded to place an order for £294, applied the gift voucher to the order and paid the balance £264 on my credit card. Received the goods, because I knew I would not get a refund on the gift voucher I kept enough of the products to cover its use - ie I kept £43.50 worth of product. I sent the remaining products back for refund of £250.50 (£294 - £43.50 = £250.50 OR £264 (my credit card payment) - £13.50 (balance owing after £30 discount applied to kept products of £43.50) = £250.50 refund owing. (Same either way). I received a refund of £224.92 from the company. They received all products I returned back, at first I thought it was a simple mistake and alerted them to this, they came back saying they could not refund the gift voucher but would give me another for the balance of £25 (though the balance would actually be £25.58). However I was not asking for the gift voucher to be refunded,I had applied it to the order and kept products to the value of it plus spent some of my own money. I tried again, this time to be told that the voucher was spread across each product in the order hence the full value of the products would not be refunded - they changed the invoice amount (price) of each product by a few pence??? Now a gift voucher of £30 applied to a purchase is used in full to my knowledge the condition was that the voucher be applied to one order order only which it was, I was invoiced and paid prices as displayed on their website and the gift voucher was deducted in full on making payment and not at any stage to individual products. I selected products to keep based on the invoiced prices and prices I purchased them at. At no point during purchase did product prices change only now when they have gone to refund. I feel ripped off and am sure this can't be legal, it is a con, who wins a £30 gift voucher, uses it and then gets told it only took a few pence off each item? More amazingly is that I was a regular customer of theirs and have spend hundreds through their website previously. If you win a gift voucher from this company be aware of what may happen. However I still want my money back what can I do. I have written twice with no success.

wealdroam

I think you'll find this is the same with any/most companies.

For example, if you have a M&S £30 gift voucher and purchase £100 goods using gift voucher and credit card.

If you then take back goods worth say £80, they will usually give you a £30 gift voucher and put £50 pounds back on you credit card.

Money laundering (or the avoidance thereof) springs to mind.

Query

wealdroam wrote: »

I think you'll find this is the same with any/most companies.

For example, if you have a M&S £30 gift voucher and purchase £100 goods using gift voucher and credit card.

If you then take back goods worth say £80, they will usually give you a £30 gift voucher and put £50 pounds back on you credit card.

Money laundering (or the avoidance thereof) springs to mind.

Really? That's poor, it's effectively changing the product price after purchase and invoice which doesn't seem right. Also had I known that and had they specified that during the purchase process or on the invoice with the products I would have been able to make an informed decision about which items to keep and essentially could have sent them all back and just reordered the goods I wanted to keep with the full £30 voucher applied. It doesn't seem right at all to be able to change product pricing for refund purposes, it should at least be made clear that they change each product price on the invoice so that a buyer is aware!

wealdroam

Query wrote: »

...it's effectively changing the product price after purchase and invoice which doesn't seem right.

You are confusing me now.

How is it "changing the product price"?

cybergibbons

Please break up what you are saying into smaller blocks of text. It is almost impossible to read.

KeithP

Query wrote: »

...could have sent them all back and just reordered the goods I wanted to keep with the full £30 voucher applied.

Yes, it does appear that that [STRIKE]is[/STRIKE] was a way to get around your problem.

Query

wealdroam wrote: »

You are confusing me now.

How is it "changing the product price"?

Okay will try and explain again.

Select goods on website (say one of these goods is a bracelet displayed for £4.50 on website - I will use this throughout as example).

Basket displays goods and their prices (Bracelet = £4.50). Order total = £294.

Apply gift voucher to basket (£30).

Invoice screen (Item prices remain the same, Bracelet = £4.50). Order total = £294. Discount applied = £30. Balance to pay = £264.

Pay Balance on credit card.

Goods received. Invoice also in package.

Invoice shows goods and their prices (Bracelet still shows as website price = £4.50, all other item prices also remain the same as when purchased). Subtotal shows as £294. Discount to order total shows as £30. Balance paid shows as £264.

Knowing that most likely the gift voucher is non refundable I select items to the value of the voucher to keep. Because of the product prices I select £43.50 worth of goods - £18 top, £21 top and the £4.50 bracelet. I base my selection on the prices invoiced throughout.

I think when purchasing £43.50 minus the voucher of £30 means that £13.50 will be kept from my credit card and the balance of £250.50 refunded to it. [£294 - £18 - £21 - £4.50 = £250.50 OR £43.50 - £30 (discount) = £13.50 AND £264 (amount I paid) - £13.50 = £250.50.

Sent other items back for refund.

Receive refund email for amount of £224.92.

Query this - thinking at first just a mistake.

Am told they don't refund gift voucher - doesn't make sense to me as they have taken £39.08 from my credit card which isn't any total of any goods kept, with or without gift voucher.

Query again. Get response that on my next order I will have £25 credit (difference would actually be £25.58) and by putting it on my next order would mean I would be in same position as would need to order a few sizes to see what fits - same predicament if voucher is applied to that order as when i would go to send back sizes that didn't fit they would again charge my credit card ... but that is another story ... anyway notice on their email they have changed the product prices ...

Now invoice states under amount invoiced for each product a slightly altered price (back to bracelet now it shows as £4.04 for refund purposes).

So throughout ordering and invoicing I have been charged website price and had the voucher applied in full to the order total.

On return for refund they have changed all the individual item prices by a few pence each, resulting in the value of the refund being reduced. How can they do that. Surely either they should have done so throughout the order and invoice process so that I knew when purchasing and surely as the discount was applied to the order total it should come off the kept items total in full.

Had I known throughout ordering I would have returned all the items for refund and repurchased in a seperate order the goods with the £30 voucher. [Unforunately as they only came up with this after I had kept the goods and removed the tags and worn I am stuck and they have conned me out of £40 for what should have cost me only £13.50]

Hope that is a bit better explanation? It confuses me what they have done anyway especially for a voucher that they sent me as a winner of one of their competitions. Considering also I have spent hundreds with them over the last year or so they have no customer service or care for keeping customers as for the sake fo £25 they would still happily con a customer who may have purchased alot more from them not having had this experience.

Query

After a week or so of complaining to them nearly daily i just received an email that they will process a refund to my credit card - £30!