Emailed to cancel order but still sent the goods and charged

unholyangel

Check their terms and conditions. What does it say about cancellations/returns/refunds?

Basically, is there a certain way they want you to cancel and you cancelled in another manner?

Have you called and asked them about refunding the other monies?

lindseykim13

It does say if you'd like to cancel you should ring! but it also says

Alternatively, you may cancel your order by returning the goods along with the completed Returns Form within 14 days of receipt.

This is what i have done regardless of all the messing about trying to cancel before despatch. They still should have accepted me doing the above was a cancellation so why do they think it's acceptable to not refund the whopping postage charge.

To be honest i see your point in phoning them but from the last phone call their customer service is carp and i don't see why i should waste more money on a phonecall. The point is they are getting my emails as they have replied to my complaint about despatching when they shouldn't have. I'm also getting auto responses saying they'll get back to me within 24 hours. Total rubbish.
The returns form was sent with a note explaining that the order was cancelled via email so should have never been sent but they've ignored this too.

unholyangel

Harrods offers free returns on all UK Mainland Standard and Express deliveries. This excludes International Delivery, deliveries which incur a special delivery charge, deliveries from third party suppliers, large and bulky goods and furniture.
To return unsuitable purchase(s) free of charge apply the enclosed free returns label to your parcel and post the package at your Post Office.

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Why did you end up getting charged for the return delivery?

lindseykim13

unholyangel wrote: »

Harrods offers free returns on all UK Mainland Standard and Express deliveries. This excludes International Delivery, deliveries which incur a special delivery charge, deliveries from third party suppliers, large and bulky goods and furniture.
To return unsuitable purchase(s) free of charge apply the enclosed free returns label to your parcel and post the package at your Post Office.

---

Why did you end up getting charged for the return delivery?

To be honest i didn't even open the box i just got the delivery note/return slip off the top and slipped it back inside the documnent pouch. There was no label for free returns which is where i would expect to find it. I didn't see the need to open the box and didn't know about their free delivery thats if there was a label in the box hmm?

CharlieBilly

That is incorrect this was in media yesterday about shops have to give a full refund including any postage

woody01 wrote: »

Wrong im afraid.
If something is returned under DSR, then the retailer DOES NOT have to refund the delivery charges.

david39

The point was covered on BBC News24 yesterday regarding the same problem with Next.

I didn't really follow it closely but I think they said that if the T&Cs state that the retailer will not refund the p&p then they don't have to. If the point is not covered in the T&Cs then they do have to refund.

The news item ran all day and was frequently updated. In the end Next said they were amending their T&Cs so that refunds would always be made from now on - so, by logic, the paragraph above must be true, otherwise they wouldn't be amending them.

woody01

OlliesDad wrote: »

Wow Woody01, you have proved once again that you have no idea what you are talking about.

The only charge they don't have to pay is return postage if they advised prior to the contract being formed in a durable format.

All retailers state under DSR that the customer pays return postage.

I hope Ollie isn't as stupid as his dad.

woody01

CharlieBilly wrote: »

That is incorrect this was in media yesterday about shops have to give a full refund including any postage

Not under DSR they don't

olly300

OP is this a matter of principle to you or a matter of money?

If it's a matter of principle write a letter to them sent via recorded delivery demanding return of your delivery charge under the DSR otherwise you will report them to trading standards.

If it's a matter of money then you can send them another email with the same but expect them to ignore it unless you do report them to trading standards. Even then they may ignore you for a few months.

stclair

Ive never understood this DSR if the retailer has to refund the postage and packaging if the items returned within 7 days.

Wont this just cause the retailer to start charging for returns instead?