Return to Littlewoods - they say they did not get the item!!!

Aniolek

Hi,
I have found myself in a very unpleasant situation.
Months ago I have ordered a laptop on Littlewoods. The delivery was expected in a month. But then they wrote that I would have to wait for another month, which I couldn't do.
So I called them to cancel the item. But they have sent it to me anyway. So, I had to arrange a return. It's been more than a month since the courier picked the laptop from me, but the money was not credited to my account. So i called them about this and they credited the money back to my account.
But day later they called and said that they can't find the laptop and(!!!) any information about how and when I arranged the return. I could not remember exactly how I did it(via phone or via form on their website) since it was a month ago or even longer.
I do however have a receipt from the courier. But it doesn't say there that it was a laptop.
I gave Littlewoods the number from the receipt, but I am afraid that they would say next that this number does not mean anuthing or they can't find it.
I've benn returning a lot of stuff to Littlewoods during the past few years and this is the first time that I have a problem like this. Unfortunately for me it had to happen with a laptop!
What could I do in this situation? Can they make me pay for that laptop? Does my receipt from the courier help much (btw, the delivery company is Yodel)?

ThumbRemote

Did you arrange shipping back to them, or did they arrange it for you?

System

If you have a good customer history and a receipt from the courier you will be fine. They have to go through checks like this but they won't blame you and will refund in the end.

The receipt proves a parcel was picked up from your house on that date. If they have no record of any item collected at your address on that day then the receipt proves the mistake is at there end

Aniolek

ThumbRemote, that's the thing. I can't remember exactly. I think I filled in the returns form on their website. But I have also called them about it before the item was collected with questions about returning a laptop.

Aniolek

goater78, I hope you are right. I think I have a good history with them since I have been buying from them for years and this is the first time that I have a problem with them.

InsideInsurance

If you have the receipt from the courier it should be fine.

Longer ago than I care to admit to I worked for one of their sister companies and missing returns were obviously low but not that uncommon. We would take the receipt number and check what had happened to it.

Most commonly it showed on the courier system as the right collection and confirmed collected and it went missing some time after that or was credited to the wrong account etc. So no problems there and easy to sort.

Sometimes you'd get receipt numbers that were in the right ball park of number but for reasons unknown no job booked against them. In these cases you looked at customer history and what the item was and generally gave the benefit of the doubt, sometimes asking for the receipt to be posted in first.

You obviously also got times when customers ticket numbers matched perfectly to totally unrelated returns and these had all the right paperwork. These were the hardest to deal with as evidently there is an intentional fraud but a judgement call on if it is the driver or the customer.

Littlewoods

Hi Aniolek,

We're sorry to hear that your return has not been credited back to your account as yet. We normally advise to allow up to 14 days from the date of return for an item to be credited back to your account, however this can increase to 21 days for electrical items which would undergo a different inspection process.

We would like to look into this in more detail as the returns receipt you have should be recognised on our system and display more information regarding this query.

Please email us at [EMAIL="Help@Littlewoods.co.uk"]Help@Littlewoods.co.uk[/EMAIL] and we would be happy to help.

Dave
Littlewoods Help Team