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All Saints sent faulty item and are dragging my refund
beatle5
Posts: 8 Forumite
I tend to purchase most of my ALL SAINTS items online as instore their refund policy is useless. So 3 weeks ago I bought 2 jumpers online, both very similar in style that I wanted to try out and keep probably just the one that I liked best. When they arrived one had a massive hole in the chest area. Since they were made of the same material I decided against keeping the perfect item and returning the faulty one for the simple reason that I found the material to be of poor quality and at almost £200 a jumper, not worthy in case it would soon develop a similar fault upon wear. So I went online, selected both for return, gave the reason for return as defective/poor quality and posted them the next morning by Special Delivery.
They receive them and the following day refunded me for only one of them. Well I waited a week and no communication whatsoever. I would expect in case a store for some reason feel they shouldn't reimburse you for an item you have returned, to at least have the courtesy to tell you so and the reason for that and what to expect next. After exactly one week I thought I'd waited enough and contacted them to ask about my refund. They treated my question with suspicion and made me email them my posting receipt to check the weight of the package in case I had failed to return the non refunded item at all and now was demanding a refund for it. I swallowed the shame and send them what they wanted. Since then they never emailed me again. Every time I would phone they'd ask when I'd return my items, be told to give my tracking number out, then check the package that showed delivered and tell me to allow more time for processing...I'd tell them over and over this is already a half-processed refund, you received the package no need to check the tracking because you refunded for one item and I want to know what you are going to do about the one with the fault. For the whole week following that, I'd phone them every night to be told someone else was dealing with it and for some reason they were never there to talk to me.
I got so frustrated I took to their facebook page for help and they promised someone would phone me. When they did I tried to explain that I had not even tried the jumper on because upon discovering the fault I was let down by the quality and decided to return promptly. Given the day when it was received/ signed for in the afternoon and posted by me the following morning for them to get the day after, they could easily see this was not the case of me having worn/ 'abused' the item plus for anything that would actually be of perfect condition at first but develops a fault within a DAY - it would be perfectly right to say it was of very poor quality to begin with and must be returned full stop...I do not know how they could not see that and what they wanted from me and what is it that one should do in the future to avoid such situations when stores send you defective items - how can you prove your case that is how you received them and it was not due to your neglect. Then she started telling me about their strict quality control like I care-- I shop there all the time, it is one of those places you have to shop wisely, most of their things are overpriced junk with some quality here and there, I am not the first and won't be the last to complain of the quality.
I felt powerless, she then promised to do a 'courtesy' refund and I thanked her for that but said once again you are doing no favour to me as I am the victim here, I paid to return something Special Delivery that I would have probably liked and kept if it was as described, then you dragged my refund for 3 weeks and made me feel like an idiot not being able to prove my point and left me out of pocket around Christmas time when I needed to put the money towards other important purchases! At the end of the call she said OK I'll do it, just return the jumper to us -- wait what? isn't that the jumper you took 3 weeks to inspect and now you are telling me to return it, well don't you have the damn thing already? she said she thought they'd returned it to me, she'd check and talk to me again. I haven't received a call / email from them and no refund in my bank still. They definitely didn't return it to me either or I'd have to pay a tenner again to send it to them...
I complained on their Facebook page and someone replied saying they'd processed the refund today (we'll see about that) and went blabbering about their quality control procedures again.
I feel like screaming, nothing like this has ever happened to me, I am so embarrassed with myself to be treated like a fool by a bunch of scumbags....What should I have done differently, or what can one do in general to avoid such things from happening and protect themselves? Not shopping with AllSaints anytime soon that's for sure and will warn everyone I know from doing so...
They receive them and the following day refunded me for only one of them. Well I waited a week and no communication whatsoever. I would expect in case a store for some reason feel they shouldn't reimburse you for an item you have returned, to at least have the courtesy to tell you so and the reason for that and what to expect next. After exactly one week I thought I'd waited enough and contacted them to ask about my refund. They treated my question with suspicion and made me email them my posting receipt to check the weight of the package in case I had failed to return the non refunded item at all and now was demanding a refund for it. I swallowed the shame and send them what they wanted. Since then they never emailed me again. Every time I would phone they'd ask when I'd return my items, be told to give my tracking number out, then check the package that showed delivered and tell me to allow more time for processing...I'd tell them over and over this is already a half-processed refund, you received the package no need to check the tracking because you refunded for one item and I want to know what you are going to do about the one with the fault. For the whole week following that, I'd phone them every night to be told someone else was dealing with it and for some reason they were never there to talk to me.
I got so frustrated I took to their facebook page for help and they promised someone would phone me. When they did I tried to explain that I had not even tried the jumper on because upon discovering the fault I was let down by the quality and decided to return promptly. Given the day when it was received/ signed for in the afternoon and posted by me the following morning for them to get the day after, they could easily see this was not the case of me having worn/ 'abused' the item plus for anything that would actually be of perfect condition at first but develops a fault within a DAY - it would be perfectly right to say it was of very poor quality to begin with and must be returned full stop...I do not know how they could not see that and what they wanted from me and what is it that one should do in the future to avoid such situations when stores send you defective items - how can you prove your case that is how you received them and it was not due to your neglect. Then she started telling me about their strict quality control like I care-- I shop there all the time, it is one of those places you have to shop wisely, most of their things are overpriced junk with some quality here and there, I am not the first and won't be the last to complain of the quality.
I felt powerless, she then promised to do a 'courtesy' refund and I thanked her for that but said once again you are doing no favour to me as I am the victim here, I paid to return something Special Delivery that I would have probably liked and kept if it was as described, then you dragged my refund for 3 weeks and made me feel like an idiot not being able to prove my point and left me out of pocket around Christmas time when I needed to put the money towards other important purchases! At the end of the call she said OK I'll do it, just return the jumper to us -- wait what? isn't that the jumper you took 3 weeks to inspect and now you are telling me to return it, well don't you have the damn thing already? she said she thought they'd returned it to me, she'd check and talk to me again. I haven't received a call / email from them and no refund in my bank still. They definitely didn't return it to me either or I'd have to pay a tenner again to send it to them...
I complained on their Facebook page and someone replied saying they'd processed the refund today (we'll see about that) and went blabbering about their quality control procedures again.
I feel like screaming, nothing like this has ever happened to me, I am so embarrassed with myself to be treated like a fool by a bunch of scumbags....What should I have done differently, or what can one do in general to avoid such things from happening and protect themselves? Not shopping with AllSaints anytime soon that's for sure and will warn everyone I know from doing so...
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Comments
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Can anyone help/ offer any insights on this situation please?:(0
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If you are aware of problems returning instore it may just be a case of waiting a litle longer as their online returns maybe equally as poor. They have upto 30 days to refund you so still time yet.0
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Forwandert wrote: »If you are aware of problems returning instore it may just be a case of waiting a litle longer as their online returns maybe equally as poor. They have upto 30 days to refund you so still time yet.
Thanks for taking the time to read my VERY long post and for your input.
I am fairly certain I will eventually receive the refund after being extremely persistent in chasing them. What I am worried about is how to prevent being blamed by stores when you buy something defective online that you caused the damage? What is the protection I have, what are my rights as a customer? In this case they could have as well said that they would not refund, the way they were dragging it made me feel miserable when I had no fault. How to avoid losing £ when shopping online?0 -
I am new here and don't understand if it is because people cannot be bothered to read my post...(sorry if it is long...I tried to explain in as much detail as I could give you a better picture) OR you really do not know at all how to help me?
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Beatle5, you ask about consumer rights.
Have you read MSE's articles on the subject?
There are links at the top of this page.
Also, there are many other ways of protecting yourself.
For example, have a read of MSE's Section 75 Refunds article and perhaps their debit card chargeback document.
These can be found under the shopping tab at the top of this page.
Sorry, but I too have not read the whole of your original post.
I suspect the length of it may well have discouraged others from responding.
Please remember, we are all volunteers here offering help as and when we can.0 -
I have read them all and know them all.
While I admit my post is long the bottom line was how can you convince a retailer the item received was faulty and you didn't cause the damage because at this point is my word against theirs...?
I suspect many people know what to say in this situation that's why no one is replying.0 -
Oh.
Why don't you spare me the irony and answer
how can you convince a retailer the item received was faulty and you didn't cause the damage because at this point is my word against theirs...?
I thought I'd come here for a little bit of support, how wrong was I!0 -
Why don't you spare me the irony and answer
I thought I'd come here for a little bit of support, how wrong was I!
Wow, how incredibly rude to those trying to help you!
Having been in a similar position with a computer hardware retailer, I can probably add a little. I'm not willing to do so when rudeness is dished out to people who give their FREE TIME to post on the forum.
We don't get paid, we don't get free stuff - we do it to help. Perhaps being a bit more courteous to those attempting to help would lead people to help you in return?0
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