New Look lying about refund amount

kkj

Hi, I'm hoping someone can help me. I bough some shoes online in May, paid for delivery. Returned them within a week or so, and I was entitled to a full refund INCLUDING DELIVERY CHARGE REFUND, which New Look confirmed to me on the phone.

3 months later and they have only refunded me the cost of the item, not the delivery charge too. I have emailed their customer services numerous times telling them that, and they respond each time claiming they refunded it. I have checked with my bank, and am 100% sure that only one payment was refunded, which didn't include the delivery charge. Each time I email I explain this to them, but they seem to think I am incapable of counting because they respond with the same answer - 'we have refunded the full amount and maybe it will show up as two separate transactions instead of one'. They are wrong - there is only one transaction payment into my account, and it does not include the delivery charge refund.

I am so angry. They have ignored a dozen emails in the same way - claiming that they have paid the correct amount, despite my assertions that they have not, which I can support with bank statements. They offer no transaction details to prove what they paid, whereas I have provided them with transaction details showing they paid a lower amount to me. They just retort each time that there was a second transaction. Yeah right, one that is invisible??!!!! What more can I do?

sjbrun

How did you return them? If they picked them up from you or you used a collect + service then you probably wont get the delivery charge back as this is the cost of you returning them.

kkj

I used collectplus, but that isn't an issue - I was told at the point of puchase that the delivery charge would be refunded if I returned the product, and New Look have maintained that. There isn't a disagreement over whether delivery charge should be refunded - it's that they claim to have refunded it when they clearly haven't, and will not respond to my persistent assertions that they haven't. They are ignoring me again and again about this.

sjbrun

What shops tend to do, if the delivery charge is 4 pounds or so then they will charge you 4 pounds to return the stuff using collect + so in that case they dont refund the delivery charge. They would have refunded the delivery charge if you had gone to the post office and paid for the return yourself, however as it is new look have paid for delivery and paid for it to be sent back which isnt fair to them.

kkj

New Look is obliged to refund the postage, by their own delivery rules; as the entire order was promptly returned. They haven't disputed this - they agree they must refund me the postage, and we both agree on the full amount that needs to be refunded. The problem is that they are claiming they refunded me 'x' amount when they have actually refunded me 'y' amount! My bank statements prove this! But they won't listen to me!!!

System

Send them a copy of your bank statement with a letter explaining the difference. I am sure they will then refund the money

balmk

Did you specifically cancel the order by following the Distance Selling Regulations, or did you just take advantage of their 28 day retun policy? There is a difference:

<LI class=noindent jQuery1344254363607="63">Why doesn't my refund include the delivery charge?

We will usually refund you what you paid for the goods but not the delivery charge except in cases where the entire order was cancelled within 7 days under the UK Distance Selling Regulations or the entire order was faulty.


To cancel under DSR you have to specifically inform them of this prior to returning the order.

bod1467

balmk wrote: »

To cancel under DSR you have to specifically inform them of this prior to returning the order.

Not exactly correct ... you just need to advise them you are cancelling the order. However, if the supplier has a cancellations policy then it is good practise to make this clear.

kkj

The entire order was returned within 7 days, and on the phone New Look confirmed I'd be refunded postage, which is also what they told me prior to my purchase. It's not the issue here, the issue is them claiming they refunded me more than they have and they won't provide any details to disprove what is in my bank statements (underpayment).

I repeat myself again and again to them that there is only one payment into my account (apart from my wages!!) and there is no chance I have missed a 2-part payment - I've checked statements from before the purchase to today for heaven's sake but they respond as though I'm a moron who won't notice two payments into my account adding up to a complete refund. I'm sick and tired of them telling me this same rubbish each time I tell them that I have even checked with the bank.

kkj

goater78 - I guess a written letter accompanied with bank print outs might fall on better ears than those of the twits responding to emails with a standard load of rubbish and blatantly ignoring my questions...?

rachbc

I had similar with Dorothy Perkins - all was promptly resolved when I sent a 'letter before action' that I got from the which website. Got the refund and a bit more for the hassle. I gave up calling as I got told a differnet lie everytime inc that they hadn't received the item back despite emails and vm messgaes that they had!!