Wallis missing 9 items from my refund trying to steal nearly £120 of MY money!!

mazy_m

Hi there,

So I ordered some things on Wallis with the recent 33% sale. I kept a few items (very proud I managed to stop the temptation to just think oh it's on the credit card i'll keep more!!)

Did my returns thing online filled out the collect plus sticker...
got a huge box put the shoes in the bottom of the box and put the grey packaging around all the clothes to protect them further.
Put the sticker on a voi la ready to take it to collect plus.
All tracking great then I get my returns info...
It only stated a price for the shoes and was left at £0.00 for one pair of shoes and the clothes. i.e

Top £0.00
Shoes sandal £15.00
Top £0.00
Ballerina Teal £18

Nine of my items had been refunded as £0.00.

I rang up to speak to someone to sort it out who said they'd look into it..they came back and said only one other item was found over a pair of shoes.

I asked about the grey bag with all the clothes and she said well nothing else was there.

Obviously I was fuming but still being polite I asked what I had to do as I sent these items in and she basically accused me of being a liar...she said well people don't always send in what they say.

I asked to speak to her manager who I explained the situation to he said I could send the receipt in with the weight on to prove the weight. I said luckily I hadn't thrown it out as this wasn't a problem and i'd send it by next day special delivery and they'd be refunding me for this, my phone calls and any other expenses.

I dug out the receipt and he realised it didn't have a weight on it.

I then rang up again after waiting for the 6th time for nearly 20 minutes (Thank god for saynoto0870!!)

The next woman was nice and when I explained she said it seemed like they'd taken the grey bag out and forgot about it and they were going to investigate it.

I just want to know what my rights are here. Hopefully it will be fine they'll find the stuff and know it's mine.....would be a bit of a coincidence to find the exact same items in the same sizes in a grey bag and belong to someone else.

However i'm a little concerned that if they do come back and say they haven't got it what do I do?

I've done nothing wrong here yet one member of staff was practically accusinng me of not putting everything into the box.

I've sent it back via the method they provide and yet I'm being penalised for this.

Please advise this is a lot of money for anyone!!

Maz

terra_ferma

Special Delivery rates should go by weight bracket, so it you know how much you paid you should be able to determine it was more than just two items.

I would say that if you keep escalating your complaint at some point you will get your money back. Keep your cool and don't waste time and energy arguing with customer service, just ask how to escalate and take it further.

arcon5

Send them a letter. In my experience you usually get better results

mazy_m

Hi thanks for your replies... it was sent via the collect plus service which isn't weighed. I didn't pay to send it back as it's a courier service they offer.

Thank you I will do that. Believe me it's been hard to keep my cool especially after the woman accused me. If this doesn't work I will of course send a letter.

Does anyone know my legal standing on this. Sending an item back etc.

Thanks Maz

shaun_from_Africa

If you returned the goods under the distance selling regulations then the act states that the retailer must refund you in full within 30 days.
They are required to do this even if they don't get the goods back (but in practice, very few retailers would abide by this requirement).

All you can do is to keep in contact with them, and if they finally decide not to refund for the "missing" items, you might have to consider trying legal action, although this may not go in your favour.

terra_ferma

mazy_m wrote: »

Hi thanks for your replies... it was sent via the collect plus service which isn't weighed. I didn't pay to send it back as it's a courier service they offer.

Thank you I will do that. Believe me it's been hard to keep my cool especially after the woman accused me. If this doesn't work I will of course send a letter.

Does anyone know my legal standing on this. Sending an item back etc.

Thanks Maz

From the point of view of DSR, any refunds under this policy are not dependent on them receiving their goods back. Legally they would need to refund you and then seek to recover money lost through the courts (not that any decent company would want to bee seen doing that, unless they come across criminal activity, it would look too bad PR-wise).

This is not legal advice as I'm not an expert, but I work within the DSR so I keep up to date.

There are other elements to take into account: does returning only part of the order qualify? Also not notifying them beforehand by email/letter etc may not meet DSR criteria. I can't answer that.

As far as I can see DSR have not been tested in court much, probably because although retail companies may have money to defend any legal action, the last thing they want is people think they rip off their customers
I'm convinced that at some point they will give you your money.

mazy_m

Hi there thanks so much for the advice...well they "found" the items after investigating it the next day. Although I was meant to have someone call me or email me to explain what had happened but I just received the returns email. No apologies or anything so i'll speak to them about this.

The advice will no help me with another problem with sending stuff back i've still not had a returns notice from Ann Summers and my boyfriend was unable to obtain a receipt as it was sent in a collections office well this is what they told him.

So now i'm concerned about this one but I can use your advice so thanks so much!!

I think the lesson learnt here is to stop shopping!!

Cheers

Maz