New look online refund problem

ReaJ

Hello. I ordered 6 items from New Look online last month and returned 5 of them. I have just checked my bank account to realise the refunded amount was not correct. I have phoned their customer service number and they have checked the order and claimed I only returned 4 of the items. I am 100% sure I put all 5 items I was returning in the package and carefully sealed it. They said I need to phone back on Wednesday as they will need to check with the warehouse why it was not refunded (and the warehouse is not open today and Monday/Tuesday are bank holidays). I would just like to know if this has happened to anyone else and what was the outcome? If they claim it was not returned what are my rights? It was a dress costing £30 so I cant afford not to get my money back.... :-(

Thanks very much for any help given,

Rea

Post Points: 5

ReaJ

Unfortunately I live in a smallish town miles and miles away from decent shoppig, and work Monday-Friday when the shops are open, leaving only weekends, and even then the shops are limited. I don't think keeping 1 out of 6 is bad considered all the items I ordered were the same size and some were too small and some far too big. It's because I know this is often the case I order a few things at once. I bet you dont buy everything you try on in a shop....

Thanks Mandy for the back up! I don't feel bad at all as I kept an item worth £30, despite it actually being unsuitable for the event I originally needed a dress for so they got a sale out of me they wouldn't have had I been in the shop! Shame it seems to have cost me £60 :'-(

Anyone else know where I stand legally?

Cheers!

ReaJ

Btw I was returning the items under their own return policy which would have been the same had I bought them in the shop an changed my mind, nothing to do with DSR. They wouldn't have a months return policy if it was crippling them.

rosalie-lavender

[text removed by MSE Forum Team]

I ordered a dress for my tiny size 6/8 daughter from New look and it was very tight and bore no resemblence to the way it looked on the model.

My daughter wants to order another dress from them and past experience is putting me off. I just don't trust the sizing guides. Come to that I am not overly impressed with their quality either.

ReaJ

I appear to have the same problem as your daughter! All ordered in an 8, had to shoehorn myself into one, the one I kept fits perfectly and you could have got someone else in the other ones with me! :-)

SnowTiger

[text removed by MSE Forum Team]

Savvy companies eventually tell punters who return too much that they no longer want their business.

ReaJ

Given the amount I've bought and kept from New Look as the few returns I've made im not worried about this happening to me at least!

Although if I don't get my £30 back I might shop there less in the future...

I'd like to clarify im not m

ReaJ

Oops sent too soon!

I'd like to clarify I'm not moaning about them, never had any trouble before and this is probably just a genuine error, I just wanted to know what my rights were in case they say they didn't receive the item.

wealdroam

ReaJ wrote: »

I just wanted to know what my rights were in case they say they didn't receive the item.

So you say you sent five items back, they say that they only received four.

Clearly neither of you can prove to the other's satisfaction that the other is wrong.

Either one of you must concede that the other is mistaken, or you OP, take legal action against Next to recover your money and let a judge decide.
I would not advise this[STRIKE] as you appear to have no evidence[/STRIKE].

neilmcl

wealdroam wrote: »

So you say you sent five items back, they say that they only received four.

Clearly neither of you can prove to the other's satisfaction that the other is wrong.

Either one of you must concede that the other is mistaken, or you OP, take legal action against Next to recover your money and let a judge decide.
I would not advise this as you appear to have no evidence.

The OP doesn't need any evidence, they're entitled to an unconditional, full refund. If the retailer wants to take out a separate claim against the OP for breach of statutory duty then they can go ahead and that would be decided on it's own merits.

wealdroam

neilmcl wrote: »

The OP doesn't need any evidence, they're entitled to an unconditional, full refund. If the retailer wants to take out a separate claim against the OP for breach of statutory duty then they can go ahead and that would be decided on it's own merits.

OK. I have revised my post.