Wallis & DSR

jimbo24168

Twice now my wife has returned items to Wallis that were purchased online. Both times she has been refused a refund of the postal charges despite reminding the store of the Distance Selling Regulation covering this. This last time she was told that they do not refund this charge.

Both times she has emailed Wallis HQ, the first time they answered after being sent a reminder and agreed the postage charges should have been refunded. She has now been waiting for a week for the second incident.

Am now going to report them to Trading Standards.

molerat

Did she specifically state, by durable means, that she was returning the items under the DSR's ?

jimbo24168

Yes, she even produced the short guide that was on this site a few months ago.
It seems as if the managers are under orders not to give this refund as I'm sure they, as individuals who will have received training, are well aware of the DSR rules.

SandC

That's interesting. I just returned something there for the first time as the item was faulty. I have received my refund but surprise, surprise it is less postage. Despite the fact that I immediately ordered an identical replacement item before they even received the returned item back.

I think I will pursue it with them.

SandC

Actually, I just read up in their FAQs and it seems faulty goods returned should have postage costs refunded if there was nothing else in the parcel which has been kept.

I can't believe I wasn't going to do anything about that! Not very MSE of me eh?

pulliptears

Ooh another for my avoid list (I did ask to make a list of companies like this who seem to think DSR's don't apply to them, but was told by MSE Towers that I couldn't).

I'd suggest contacting their local trading standards for starters.

jimbo24168

pulliptears wrote: »

Ooh another for my avoid list (I did ask to make a list of companies like this who seem to think DSR's don't apply to them, but was told by MSE Towers that I couldn't).

I'd suggest contacting their local trading standards for starters.

Already done that

I have had a reply from Wallis who as usual agree to refund the postage charges if I give them the order No. This seems to be the usual procedure and I reckon they do it this way hoping that not many people will demand their rights under DSR.

sirmarcus

OP....Has your wife tried escalating and/or complaining to Ian Grabiner, Arcadia Group (BHS, Burton, Dorothy Perkins, Evans, Miss Selfridge, Topman, Topshop, Wallis) Chief Executive, via sending him an email to [EMAIL="ian.grabiner@arcadiagroup.co.uk"]ian.grabiner@arcadiagroup.co.uk[/EMAIL] ?

If not, give it a go and see what happens. Wait 3 days for a response.

Good luck and hope this helps.

nellytheelephant

Did she return it to the store?

I've known stores to not refund delivery charges if you do this, rather than post it back to them - As far as I'm aware they're within they're rights to do this.

I suppose it has something to do with the store and the website technically not being the same company.

jimbo24168

sirmarcus wrote: »

OP....Has your wife tried escalating and/or complaining to Ian Grabiner, Arcadia Group (BHS, Burton, Dorothy Perkins, Evans, Miss Selfridge, Topman, Topshop, Wallis) Chief Executive, via sending him an email to [EMAIL="ian.grabiner@arcadiagroup.co.uk"]ian.grabiner@arcadiagroup.co.uk[/EMAIL] ?

If not, give it a go and see what happens. Wait 3 days for a response.

Good luck and hope this helps.

Done, I'll wait with baited breath!

jimbo24168

nellytheelephant wrote: »

Did she return it to the store?

I've known stores to not refund delivery charges if you do this, rather than post it back to them - As far as I'm aware they're within they're rights to do this.

I suppose it has something to do with the store and the website technically not being the same company.

Their website and the invoice that comes with the goods states that items can be returned to stores other than concessions in department stores such as Debenhams.
To be fair they always credit the charge once I email and complain but I should not have to do this.