New look online refund problem

Valli

as has been said, catalogue companies have been offering this service for years - it's not even just about correct sizing but also fit, quality, cloth and cut - which you cannot deduce from a picture - if they DIDN'T offer a returns policy people wouldn't buy.
Running a warehouse and a website is still cost-effective even with a percentage of returns; fewer items damaged, less 'shrinkage' - yes - there many advantages for a business to offer both a buy in store option as well as a website.

arcon5

You will find more and more retailers are in fact closing accounts of serial returners. I know amazon have been known to do it.

Lavendyr

[text removed by MSE Forum Team]

If companies didn't make money from offering terms IN EXCESS of DSR (see my above post) they wouldn't do it. Simples.

They are offering these terms because it brings them more custom, because they are aware that in the industry in which they are trading, it is necessary for customers to try things on.

If the DSR was so constraining and lost them so much money, clothing shops wouldn't sell online, they would only sell clothing in stores - and they certainly wouldn't offer terms above and beyond the DSR when selling online!

I agree that there is room for abuse of the DSR in certain industries and circumstances. However, I don't agree that this applies in cases like this, namely where:
a) an online store sells a product, of its own volition, online;
b) it is widely acknowledged and understood that such a product, by its very nature, has to be tested or tried on in order to confirm suitability; and
c) the store voluntarily offers terms in excess of the DSR for return.

ReaJ

Hiya guys! Update for you. I emailed New Look customer services yesterday, thinking they'd maybe be able to start investigating tomorrow morning before I had a chance to phone them on my lunch hour and I got a reply today.

They have emailed me saying:

'I am pleased to confirm that a refund has now been processed for the pleated wrap skirt dress, totalling ££27.99 , that wasn't automatically refunded along with the other items you returned.
Please allow up to 10 days for this to show in your account you used as your original method of payment, the xxx card ending in xxx.
We apologise for any inconvenience caused.'

Now that isnt the item Customer Services originally told me was missing, and actually I am due £29.99 back, so I seems they have just got the whole return a bit confused! Im certainly not going to split hairs over 2 quid tho and so long as the £27.99 makes its way to my account in the next few days ill be happy as larry!

Seems like a genuine error, which they still seem a bit confused about, but cant grumble at that for customer service, especially as its a bank holiday, so a happy resolution.

Thanks very much everyone for your advice and input, and mostly for defending me - this seems to have sparked some debate!

Lavendyr

That's great news Finally revisited this thread to find all references to a certain unpleasant poster removed as well so even better!