Wallis & DSR

jimbo24168

Received an email reply first thing this morning from Gina Skelt, Customer Care Team leader who agreed with everything I said. She also phoned me later apologising and stating that she was going to inform every store of their obligations.

I'll wait and see what happens if and when we have to return something again.

sirmarcus

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.

jimbo24168 wrote: »

Done, I'll wait with baited breath!

jimbo24168 wrote: »

Received an email reply first thing this morning from Gina Skelt, Customer Care Team leader who agreed with everything I said. She also phoned me later apologising and stating that she was going to inform every store of their obligations.

I'll wait and see what happens if and when we have to return something again.

jimbo24168 ......Looks as though my escalation advice has worked and helped you ?

If so, congrats and well done with your successful outcome.:beer:

Jennikay

sirmarcus wrote: »

jimbo24168 ......Looks as though my escalation advice has worked and helped you ?

If so, congrats and well done with your successful outcome.:beer:

Much as several members like to tease you for your constant advice to escalate... it really does work I am sending off tomorrow for a £70 refund I almost certainly would not have been offered if I hadn't escalated. So thanks from me! (I'll save the :beer: for when the cheque comes through the post though!)

sirmarcus

Jennikay wrote: »

Much as several members like to tease you for your constant advice to escalate... it really does work I am sending off tomorrow for a £70 refund I almost certainly would not have been offered if I hadn't escalated. So thanks from me! (I'll save the :beer: for when the cheque comes through the post though!)

Many thanks and congrats on your successful outcome; although I appreciate that you are stll awaiting the cheque and so the :beer: is on hold at the moment.

With regards your comment 'much as several members like to tease you for your constant advice to escalate', I just :rotfl::rotfl:and :



about their postings ? Er no and thanks again !:beer: :rotfl::rotfl:

SandC

I'm so glad this thread came up because my emails to Wallis are being ignored! They have refunded the money for the dress but not the postage. My initial email through their contacts page was responded to with a standard spiel on their returns procedure, so they hadn't even read what my actual problem was! I've emailed twice since with no response so I'm about to go through their website - again!

SandC

Received the same generic email response giving their returns procedure, clearly shows that they do not read the comments section of your online contact form.

I have emailed again and told them if I don't receive a satisfactory response within 3 days I will be escalating the complaint to the customer care team at Arcadia group.

It's only £4 but there's a principle here, and I am a regular online customer- it's not on!

unholyangel

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.

I would disagree with this. They can expand on your statutory rights but they cannot restrict or remove them. If their T&C's permit you to return in store then this should include postage costs. If you were returning under the company policy rather than statutory rights (ie outwith 7 working days) then i would change my mind.

I know a few companies who claim they will ONLY refund a certain amount of return postage costs if items are faulty which obviously isnt in line with SOGA. While i know my rights and will make sure i get a full refund, it irks me to think of all the unsuspecting customers being ripped off this way.

sirmarcus

unholyangel wrote: »

I would disagree with this. They can expand on your statutory rights but they cannot restrict or remove them. If their T&C's permit you to return in store then this should include postage costs. If you were returning under the company policy rather than statutory rights (ie outwith 7 working days) then i would change my mind.

I know a few companies who claim they will ONLY refund a certain amount of return postage costs if items are faulty which obviously isnt in line with SOGA. While i know my rights and will make sure i get a full refund, it irks me to think of all the unsuspecting customers being ripped off this way.

Your response has no value as the OP has already got a successful outcome due to me ! Please read the whole thread and you will see.

MSE user SandC has provided a new Wallis query today and is hopefully taking my advice in order to get another successful outcome. I'm sure that he/she will advise accordingly.

unholyangel

sirmarcus wrote: »

Your response has no value as the OP has already got a successful outcome due to me ! Please read the whole thread and you will see.

MSE user SandC has provided a new Wallis query today and is hopefully taking my advice in order to get another successful outcome. I'm sure that he/she will advise accordingly.

Was my reply in response to the OP? No.

Worry less about what other people post and more about your own posts and perhaps people wouldnt ridicule you as they do.

You're a fine one to be telling people to read the whole thread when you've advised people to email CEO's that are no longer with the company, email wrong companies and even encouraging them to take companies all the way when the OP has no rights.

sirmarcus

unholyangel wrote: »

Was my reply in response to the OP? No.

So your reply was addressed to nobody then !!:rotfl:

unholyangel wrote: »

Worry less about what other people post and more about your own posts and perhaps people wouldnt ridicule you as they do.

You're a fine one to be telling people to read the whole thread when you've advised people to email CEO's that are no longer with the company, email wrong companies and even encouraging them to take companies all the way when the OP has no rights.

Er no !!:rotfl: