Very Catalogue wont refund my money HELP

christinajanep

Hello All.
I really need some help as im getting very stressed.
In May i purchased a pair of Ugg boots from Very catalogue and when i received them they were damaged. I called them immediately and told them and was advised to return them, which i did.
The money was credited to my account then two weeks ago the boots came back to me with a covering letter stating as i had caused the damage i should claim off my house insurance. I called them again and explained the boots had arrived damaged, the CS advisor apologised and explained then had been returned on the wrong code and i should return them again and the money would be credited.
I have now been told i wont get my money back as they dont believe they were received like that and to basically go away.

I am seriously at a loss at what to do as i cant afford the £190 for a pair of boots that i cant wear.
I have appealed to them as they suggested but they have told me to go away.

Please could someone try and help me
x:mad:

marywooyeah

stand your ground - as they are mail order the distance selling regulations apply as does the Sale of Goods Act - they aren't of satisfactory quality and onus is on them to prove that they weren't damaged and they have to refund you accordingly.

phone up and ask to speak to a manager rather than an entry level operator and make this clear - be sure to come back and let us know how you get on!

Padstow

What sort of damage was it and why didn't you request an exchange rather than refund?
The item would have been checked before dispatch, so unless the outer packing was damaged how did the boots get that way?

There is a complaint form on their website.

christinajanep

The outer packaging wasn't damaged otherwise i would pf rejected them upon delivery.
I asked for a refund as i received them on the Friday and was going on holiday on the Saturday. So replacements wouldn't of arrived in time.
I have complained on their website but they are not budging .
I understand they go through quality control BUT mine didn't as i can assure you this is how they were received.
I have spoken to them again mentioning they go against trading standards guidelines but there not having it.
Any suggestions as im stressing about it.

Azari

christinajanep wrote: »

The outer packaging wasn't damaged otherwise i would pf rejected them upon delivery.
I asked for a refund as i received them on the Friday and was going on holiday on the Saturday. So replacements wouldn't of arrived in time.
I have complained on their website but they are not budging .
I understand they go through quality control BUT mine didn't as i can assure you this is how they were received.
I have spoken to them again mentioning they go against trading standards guidelines but there not having it.
Any suggestions as im stressing about it.

You will need to write them a letter explaining calmly and clearly exactly what happened. Tell them that they have three weeks to refund you payment before you take action against them in the small claims court.

Try and ensure that your letter is written in proper English (remember that it's would or wouldn't 'have', not 'of') and correctly capitalised and punctuated as they are more likely to take you seriously if it is.

Could I also ask what the damage was?

Does it appear to be something that would have happened during manufacturing or packing or did it appear someone had worn them and damaged them.

justjohn

If you called them straight away eg.same day...
And you returned same day next day, i would think they do not have a leg too stand on.

???

Or is that not the case regarding your timeline on returning them??

Padstow

christinajanep wrote: »

Hello All.
I really need some help as im getting very stressed.
In May i purchased a pair of Ugg boots from Very catalogue and when i received them they were damaged. I called them immediately and told them and was advised to return them, which i did.
The money was credited to my account then two weeks ago the boots came back to me with a covering letter stating as i had caused the damage i should claim off my house insurance. I called them again and explained the boots had arrived damaged, the CS advisor apologised and explained then had been returned on the wrong code and i should return them again and the money would be credited.
I have now been told i wont get my money back as they dont believe they were received like that and to basically go away.

I am seriously at a loss at what to do as i cant afford the £190 for a pair of boots that i cant wear.
I have appealed to them as they suggested but they have told me to go away.

Please could someone try and help me
x:mad:

I take it that first they credited your account and now they have debited it?
I'm astonished that a CA in such a large concern, would tell you in writing to claim on household insurance. HI has nothing to do with it.
Write don't phone, keeping copies. There is an example letter in the link.

http://www.which.co.uk/consumer-rights/sale-of-goods/understanding-the-sale-of-goods-act/sample-letters/

christinajanep

The boots had been worn as they were dirty at the back. Also on the left boot the back had been ripped completely off.
I returned them a week later due to me being on holiday, and had made them aware of this.

chrissie57

christinajanep wrote: »

The boots had been worn as they were dirty at the back. Also on the left boot the back had been ripped completely off.
I returned them a week later due to me being on holiday, and had made them aware of this.

Think it is fairly obvious what the catalogue people think is going on...

Hmm71

chrissie57 wrote: »

Think it is fairly obvious what the catalogue people think is going on...

You can't really blame them though can you? (cynical old bag that I am)

christinajanep

I can assure you now this was not done by myself.
The time i signed for them and the time i phoned for them must be no more than 10 minutes
Hmm71 and chrissie57 important not sure what you mean.