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Advice please: retailer refuses to refund, should I file a chargeback/s75 dispute?
HazyPansies
Posts: 1 Newbie
in Credit cards
Hi there everyone, I'm hoping some of you can offer me some advice! I will try and keep my story brief, but if anybody would like further details then I will do my best to provide them.
A few weeks ago I purchased an expensive designer handbag from a high street department store. I made the purchase over the phone as although I usually shop online, the bag I wanted to buy was out of stock on their website. I paid with my HSBC credit card.
A few days later I went to pick up the bag from the post office. When I later unpacked it at home, it was in poor condition with marks to the hardware and scratches to the leather. The bag almost looked like it had been worn previously! I just assumed I'd received an ex-display bag, and telephoned the store's customer services to ask how best to return, stating that it was faulty over the phone. I was advised to return by first class recorded delivery to that particular store's address, which I did the following day.
A few days later, I received a phone call saying the bag had been received back at the store soaking wet, without a dust bag and in poor condition. I responded that it was sent back in its original packaging, and definitely with its dust bag! I was told that they would look into the matter further and get back to me.
The following day I had another phone call during which I was told, in effect, that the bag they had received back at the store was not the same bag as they sent out. I stated that the bag I sent back was most definitely the one I received. I was again told they needed to investigate further before refunding.
Later that day, I had yet another phone call, this time from the head of customer services for that store, who said that they were refusing to refund as they bag was not returned in a saleable condition. I replied that I was returning the bag because it was faulty/damaged and I was not happy to keep it, in my opinion it was sent out to me not in a saleable condition! She said they would be returning the bag to me as it was now my property. I told her that I did not want it, I wanted a refund. She said their decision was final and I would have to contact head office if I wanted to dispute the matter.
So, I did this, and wrote a letter to Head Office. By this point, I was starting to feel that the whole situation was totally farcical. I wrote down the entire course of events as above, and the day I sent the letter (by email and post) I had a phone call from my HO 'case manager' saying they were investigating the matter. This was on the 25 June, she said she would get back to me ASAP.
I waited until Monday, when I felt I should have heard from HO. I phoned customer services, who told me a letter had been sent to me in response, although I hadn't received it yet. I was put through to the customer relations dept however I was told my case manager was out of the office on jury service! I was then advised to wait for the letter (they refused to read over the phone), I asked for a copy to be sent to my email address so I could respond that day. This was never done.
The following day, the letter arrived in the post. The case had apparently been reviewed, with the same outcome. I was refused a refund, and that was that. They even had the nerve to say I should have used Special Delivery to return the bag in order to have insurance, although the bag was delivered to them and signed for the day after I posted it!
However, I was given a direct (not 0800) phone number to call if I had any queries. Of course I did so, however was told again that my case manager was on jury service. Her colleague who answered the phone (who said she sat next to her) said she would get back to me the following day if my case manager was not back in. She never did so.
The next day, I phoned the original store I ordered from to attempt to speak to the head of customer service there again, although I had escalated the case to HO. I phoned after work in the evening, she wasn't there, I requested that she phone me in the morning. The next day I had a call from the store telling me she was out of the office on sick leave!
I am really at my wit's end. I feel like they are totally giving me the run around. I currently have no bag, faulty or not, and they have my money. I have not had my credit card for very long (literally a couple of months) and have never needed to do anything like this before. Advice is really welcomed!
Thank you in advance, and thank you for having the patience to read the above!
A few weeks ago I purchased an expensive designer handbag from a high street department store. I made the purchase over the phone as although I usually shop online, the bag I wanted to buy was out of stock on their website. I paid with my HSBC credit card.
A few days later I went to pick up the bag from the post office. When I later unpacked it at home, it was in poor condition with marks to the hardware and scratches to the leather. The bag almost looked like it had been worn previously! I just assumed I'd received an ex-display bag, and telephoned the store's customer services to ask how best to return, stating that it was faulty over the phone. I was advised to return by first class recorded delivery to that particular store's address, which I did the following day.
A few days later, I received a phone call saying the bag had been received back at the store soaking wet, without a dust bag and in poor condition. I responded that it was sent back in its original packaging, and definitely with its dust bag! I was told that they would look into the matter further and get back to me.
The following day I had another phone call during which I was told, in effect, that the bag they had received back at the store was not the same bag as they sent out. I stated that the bag I sent back was most definitely the one I received. I was again told they needed to investigate further before refunding.
Later that day, I had yet another phone call, this time from the head of customer services for that store, who said that they were refusing to refund as they bag was not returned in a saleable condition. I replied that I was returning the bag because it was faulty/damaged and I was not happy to keep it, in my opinion it was sent out to me not in a saleable condition! She said they would be returning the bag to me as it was now my property. I told her that I did not want it, I wanted a refund. She said their decision was final and I would have to contact head office if I wanted to dispute the matter.
So, I did this, and wrote a letter to Head Office. By this point, I was starting to feel that the whole situation was totally farcical. I wrote down the entire course of events as above, and the day I sent the letter (by email and post) I had a phone call from my HO 'case manager' saying they were investigating the matter. This was on the 25 June, she said she would get back to me ASAP.
I waited until Monday, when I felt I should have heard from HO. I phoned customer services, who told me a letter had been sent to me in response, although I hadn't received it yet. I was put through to the customer relations dept however I was told my case manager was out of the office on jury service! I was then advised to wait for the letter (they refused to read over the phone), I asked for a copy to be sent to my email address so I could respond that day. This was never done.
The following day, the letter arrived in the post. The case had apparently been reviewed, with the same outcome. I was refused a refund, and that was that. They even had the nerve to say I should have used Special Delivery to return the bag in order to have insurance, although the bag was delivered to them and signed for the day after I posted it!
However, I was given a direct (not 0800) phone number to call if I had any queries. Of course I did so, however was told again that my case manager was on jury service. Her colleague who answered the phone (who said she sat next to her) said she would get back to me the following day if my case manager was not back in. She never did so.
The next day, I phoned the original store I ordered from to attempt to speak to the head of customer service there again, although I had escalated the case to HO. I phoned after work in the evening, she wasn't there, I requested that she phone me in the morning. The next day I had a call from the store telling me she was out of the office on sick leave!
I am really at my wit's end. I feel like they are totally giving me the run around. I currently have no bag, faulty or not, and they have my money. I have not had my credit card for very long (literally a couple of months) and have never needed to do anything like this before. Advice is really welcomed!
Thank you in advance, and thank you for having the patience to read the above!
0
Comments
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Purchases over £100 are covered so I think you should do it. Doesn't matter how long you've had the card.0
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