mattressonline co uk "Fraudulent transaction", took money refuse to refund

d123

Jude_56 wrote: »

My husband ordered a Dunlapillo pillow at a cost of £54.95. When it arrived, I carefully removed the packaging and placed the pillow inside 2 clean pillowcases. I then rested on it for a Tortola of 20 mins, before realising this was completely unsuitable for my needs ( I have Spondylosis in my neck and require a specific type of pillow, which I thought this one might be ok). I repackaged the pillow and returned it at a cost of £10 via Royal Mail, sending an email to the company to advise them of this. An email was returned stating that they would test the pillow to see if it had been used, if so, no refund would be forthcoming.

A few days later, an email came from the company with a photograph. They stated that the pillow had clearly been used and no refund could be expected. If we wished the pillow to be returned to us, the cost would be a further £8. If not, they would destroy it.

We asked what tests they had used, to which they responded by saying that a hair was clearly visible in the picture and no tests had been carried out. The hair in the picture clearly did not belong to either my husband ( who never tested the pillow and has very short grey hair), nor myself (who has short red hair).

Whilst you can purchase clothing, shoes etc on line, try them and return without question and receive a refund,
not so with this company.

I will never use this company again, and as such would definitely not recommend it to anyone.

You clearly say you used it, and they clearly told you if you used it they wouldn't refund. It seems quite clear.

Also, items where personal hygiene is a factor aren't returnable after being opened. You should have tested the pillow while still sealed in it's packaging.

frugal_mike

d123 wrote: »

Also, items where personal hygiene is a factor aren't returnable after being opened. You should have tested the pillow while still sealed in it's packaging.

The Distance Selling Regulations make no exceptions for personal hygiene reasons. If this sale was governed by The Distance Selling Regulations and the return was made within the rules it gives then the company should refund.

arcon5

wealdroam wrote: »

If they suspect fraudulent activity, then they are not allowed to even tell you of their suspicion.

Not Data Protection laws in that case, I think it is Money Laundering Regulations or something like that.

Someone will correct me in a minute.

Tipping off rules under MLRs would kick in if they advised ops MIL they was making a protected disclosure, however expressed. Discussing such concerns with a customer isn't tipping off! So there's no reason they cannot explain why they've cancelled the order.

wealdroam

arcon5 wrote: »

Tipping off rules under MLRs would kick in if they advised ops MIL they was making a protected disclosure, however expressed. Discussing such concerns with a customer isn't tipping off! So there's no reason they cannot explain why they've cancelled the order.

Hey!! Hey!!

I only gave people 'a minute' to correct me.

But you come back after two months... totally out of order.

boo_star

wealdroam wrote: »

If they suspect fraudulent activity, then they are not allowed to even tell you of their suspicion.

Not Data Protection laws in that case, I think it is Money Laundering Regulations or something like that.

Someone will correct me in a minute.

AML regs don't (generally) apply to retailers. The one possible exception are high value car retailers.

They're reserved (almost exclusively) for finance sector businesses. A mattress retailer wouldn't be one of them.