Having a hard time getting a refund

hatsepsovet

I wonder if anybody could give me their advice/opinion on the situation I am in.

I ordered some goods from Esprit online on 11.09.2012 I
received an email dispatch confirmation on 13.09.2012 which provided Parcel Force parcel tracking details. I had not received the parcel by 19.09.2012 so I checked the tracking on the Parcelforce website, which stated that parcel was loaded onto delivery van on 15.09.2012 at my local depot.

At this point I phoned Esprit to enquire about the delay; I was told as the parcel left their warehouse it was no longer their responsibility and I had to phone Parcel Force myself to find out what was going on - at my cost as the tel no was an 0844 no.

I phoned parcel force on 21.09.2012 who informed me, that my parcel was on a van, that got stolen!

I again phoned Esprit asking to of course cancel the order and demand a refund - £174.99

This is what their customer services are saying:

In order to be able to initiate an investigation into the whereabouts of your parcel, please fill in the attached form and send it - with a copy of your passport for signature comparison - to the following address:

Esprit Online Shop
Customer Service
Attn: Mr Gehm
Alte Ricklinger Str. 59-61
30823 Garbsen
Germany

To receive an advance refund, please also fill in and sign the attached form and fax it within ten days to: (+49) 5137 986 30 70.


I've told them, that they could phone the Parcel Force for confirmation that the parcel was stolen, but they just kept on saying their Parcel dptm had to investigate.

I really don't see why I should be giving out my passport details to someone in Germany and paying for postage stamps.

What do I do? Is this legal? Do I just comply, and find a fax machine somewhere - who on earth still uses fax machines?!

Many thanks in advance for you advice

Iris_Blue

Sorry I don't know what you can do but try emailing them a photograph, it's what a lot of companies ask for when you don't have the use of a fax

sooty&sweep

Hi
If you paid by credit card could they help ?

Enterprise_1701C

I would write to them and tell them it is their responsibility to get the parcel delivered to you even after it has left the warehouse, the contract with Royal Mail is theirs, not yours. Ask them why they want a copy of your signature if it was all done online too.

If they persist in wanting proof of who you are, could you ask them if you could go into a local store to confirm your identity somehow?

I personally would go down the chargeback road though, if you have used a credit card to pay. You can also do a chargeback if you paid by Visa debit card.

In the meantime can you get written confirmation of the theft from Parcel Force?

Good luck on this!

hatsepsovet

Enterprise_1701C wrote: »

I personally would go down the chargeback road though, if you have used a credit card to pay. You can also do a chargeback if you paid by Visa debit card.


Good luck on this!

Thank you for your replies. I followed your advice and phoned my building society, who immediately responded and told me, that they will deposit the disputed money into my bank account straight away; they advised me not to even bother replying to the ridiculous email I received from Esprit as the building society will contact them directly to demand the money from them for the goods that haven't been delivered.
Very very simple. Thanks once again for the advice.

Clowance

hatsepsovet wrote: »

- who on earth still uses fax machines?!

The NHS:rotfl: