Help with Dorothy Perkins refund needed

Darkangel

Hello,

A few months ago I ordered a dress online from Dorothy Perkins during a 25% discount promotion. The dress was faulty so I called customer services and explained that I didn't want a refund, just an exchange (there's no option to exchange when sending something back, only refund). Because the promotion had finished, the CS advisor said to re-order the dress at full price, post back the faulty dress and she would put a note on my order to give me a partial refund of £7 when my new dress arrived. All I had to do was call back.

I called CS services back after the new dress arrived, was told it would take up to 10 working days for the refund. I waited over two weeks, no refund.

This time I emailed their CS (about 3 weeks ago), explaining my long-winded story and that the refund hadn't gone into my account yet and that my credit card bill was due for payment. Two days later I got an email from them apologising and that they would put the refund through again. Again, I had to wait another 10 working days.

Last Monday was the 10th day, still no refund. I emailed them on Monday about how angry I was that I had waited well over a month for a refund and still nothing. I got no response so I called them on Wednesday, very angry, asking to speak to complaints. I ended up speaking to the person that answered the phone. Again, apologies and that they would put the refund through but it would be 5 working days.

In the meantime I finally received an email response, offering no solution whatsoever;

Thank you for your email received 28 April 2012.
According to our system a refund was raised on the 13th April 2012.
If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.
Regards,
Dorothy Perkins Customer Service

I responded to this, writing that I was angry and disappointed at their massive failure in processing a £7 refund to my credit card and that it would be their fault for any charges I am going to incur because of them taking almost 2 months to refund me. I also complained about the wasted time and money I have spent on calling their national rate number, trying to get my money back. I've had no response.

Anyway, the 5th working day will be next Thursday 10th May. I have the sinking feeling that I'm still not going to get my refund. I know it's only £7, but they bl**dy owe it to me!

What can I do? Clearly customer services are no help. :mad:

mynameistallulah

Keep emailing them, and ask that if they are unable to resolve it in their next response that they forward you details of their legal team in order for you to issue a small claims action. I did this recently as I was getting nowhere with them - the next email confirmed that the refund had been actioned.

unholyangel

10th of april? You mean may?

Are they saying they have processed it? Have you checked with your card company to see if any refund is pending?

Have you tried writing an actual letter and sending it recorded delivery to their head office asking for reimbursement of the £7 plus a goodwill gesture to cover the cost of phone calls? Dont let the letter get too long, stick to the facts and avoid emotional phrases such as "i am so angry/upset/disappointed". You bought a dress @ 25% off. It was faulty. They advised to reorder, send faulty item back and they would process a refund of £7. They have promised said refund 3(?) times and failed to do so. Please look into this matter and issue me with this promised refund along with a goodwill gesture to compensate me for phone calls made.

And then give them a deadline to respond by (7-14 days is around "standard" i believe).

Darkangel

mynameistallulah wrote: »

Keep emailing them, and ask that if they are unable to resolve it in their next response that they forward you details of their legal team in order for you to issue a small claims action. I did this recently as I was getting nowhere with them - the next email confirmed that the refund had been actioned.

Thanks for replying.

Every time I contact them, they tell me it's been actioned. Obviously it never has because I have to keep chasing them. I'll give it til next week and see what happens *sigh*

Oh, I did mean 10th May. I'm just so exasperated by this I'm forgetting my dates!

Darkangel

Guess what? They haven't refunded me anything. I'm fuming! :mad:

wealdroam

Have you sent an email along the lines suggested in post #2?

Darkangel

wealdroam wrote: »

Have you sent an email along the lines suggested in post #2?

I've just emailed them now. What is the next best course of action if they don't respond?

I can't believe I've spent two months of chasing a £7 refund. I'm never shopping with them again. :mad:

somethingcorporate

Maybe try talking to your credit card company, hardly worth raising a county court action for £7.

dinobaby1000

Omg i am having the same problem. I am owed £35 and ive been told 6 times that this has been processed. I am fuming.
I have asked for a call back tomorrow over this. Gggrrr

Darkangel

I've just called my credit card company and they have very kindly credited £7 to my account. It wasn't the solution I was looking for, but at least I've got it back.

I'm still considering writing a complaints letter asking for compensation, but I have a feeling it would be filed in their bins or worse, they send me gift vouchers!