Virgos Lounge nightmare - no refund

miss_maid

Hi all,

Wondering what my next step should be.

I bought a dress from the Virgos Lounge website, wasn't a great fit so returned the dress via recorded delivery.

I received an email on the 3rd of September to say that the dress has been received and to "Please allow 10-14 working days for your refund to be processed." :mad:

Another email on the 17th September which said "Your order has been refunded. Please allow 3-5 working days for the funds to reflect in your account depending on your banking service provider."

I have not received a refund as yet, I have contacted my bank who say that the issue is with their side (I paid by debit card). There is no phone number to ring, they say to email but I have sent several now with no response, what should I do next?

Please don't buy anything from there website, if you want one of their dresses go through ASOS who are brilliant at returns and refunds.

wealdroam

miss_maid wrote: »

Hi all,

Wondering what my next step should be.

I bought a dress from the Virgos Lounge website, wasn't a great fit so returned the dress via recorded delivery.

I received an email on the 3rd of September to say that the dress has been received and to "Please allow 10-14 working days for your refund to be processed." :mad:

Another email on the 17th September which said "Your order has been refunded. Please allow 3-5 working days for the funds to reflect in your account depending on your banking service provider."

I have not received a refund as yet, I have contacted my bank who say that the issue is with their side (I paid by debit card). There is no phone number to ring, they say to email but I have sent several now with no response, what should I do next?

Please don't buy anything from there website, if you want one of their dresses go through ASOS who are brilliant at returns and refunds.

Did you make a purchase from this website:

virgoslounge.myshopify.com?

As there is no physical address, or, as you say, no phone number, I fear you will have to continue writing emails.

Tried to quote from their contact us webpage, but it is written in such a way that copy and paste doesn't work.
But what it says is "if you don't get a reply to your email then send another email".

If this company is based in the UK (I suspect it isn't), then by not stating a physical address, or company registration number, or vat number, then it is illegally trading.

Miss Maid, can I suggest that before you order anything else from any website, you ask yourself the question "how am I going to contact them if something goes wrong?"
That would save you from a lot of problems.

Good luck with your problem.

daytona0

kick up a fuss here: https://www.facebook.com/pages/Virgos-Lounge/295465951928

Vedrina

wealdroam wrote: »

Tried to quote from their contact us webpage, but it is written in such a way that copy and paste doesn't work.
But what it says is "if you don't get a reply to your email then send another email".

Here is the text from the website-

CUSTOMER CARE:

To cancel orders please notify the customer care team within 2 hours of ordering.

We are available from Monday- Friday 09:30-18:00 (excluding bank holidays)

*PLEASE BE PATIENT WITH US DURING THIS HOLIDAY PERIOD*

If you need to copy this type of text in future drag and click to highlight the text, then hold CTRL+C to copy the text.

Vedrina

I believe the address is:

78 Margaret Street
London
W1W 8SZ

http://www.192.com/atoz/business/london-w1w/sc/virgos-lounge-ltd/5b4cb121e5a1f6d746a7ba652f9e4d8a861c13b0/comp/

Also see the reviews.

The company does appear to be incorporated at companies house as well and its company number is "07779759". The companies accounts summary can be found here: http://companycheck.co.uk/company/07779759

Digging deeper the company owner is "Oyeyemi Wemi-Akinsola": http://uk.linkedin.com/pub/oyeyemi-wemi-akinsola/28/8b1/1b3

Her personal number can be found on nominet, in addition to a personal address: http://whois.domaintools.com/virgoslounge.com

There is a lot of information to suggest "Virgos Lounge" are a legitimate company with the information available. This obviously assumes the OP hasn't gone to a copycat site.

wealdroam

Vedrina wrote: »

I believe the address is:

78 Margaret Street
London
W1W 8SZ

http://www.192.com/atoz/business/london-w1w/sc/virgos-lounge-ltd/5b4cb121e5a1f6d746a7ba652f9e4d8a861c13b0/comp/

Also see the reviews.

The company does appear to be incorporated at companies house as well and its company number is "07779759". The companies accounts summary can be found here: http://companycheck.co.uk/company/07779759

Digging deeper the company owner is "Oyeyemi Wemi-Akinsola": http://uk.linkedin.com/pub/oyeyemi-wemi-akinsola/28/8b1/1b3

Her personal number can be found on nominet, in addition to a personal address: http://whois.domaintools.com/virgoslounge.com

There is a lot of information to suggest "Virgos Lounge" are a legitimate company with the information available. This obviously assumes the OP hasn't gone to a copycat site.

Thank you for that extra information Vedrina.

While the company does appear to be legitimate, the information on it's website falls far short of that required by law.

Vedrina

That's not a problem, and I also recognise that it falls far short. My main aim however was to provide information to enable contact with the company.

miss_maid

Hi all,

Thanks very much for all the info. It was the legitimate site that I purchased through. I have bought a Virgos Lounge dress before but through ASOS, this time the dress I wanted was on sale on their website which is why I went that route.

So yesterday I emailed again and also sent a second email through facebook, at the end of the emails I wrote "Am I going to have to spam your email, social media or take legal action before you take notice?". I don't know if that's what did it but I got a response straight away on facebook asking had I emailed their customer care email!! (Yes 6 times!!)

Emailed again for the 7th time, again quoting the above and received this response "Please accept our apologies for this oversight on our part, we have looked into this matter and can see that you refund was not in fact processed. We have now processed a FULL refund of £78.70, please allow 3-5 working days for your funds to be reflected in your account."

Refund came through today. I replied to their email, asking various questions and telling them they caused an over draft charge on my account but of course they never replied.

Lesson learned, will never buy from their website again!

Thanks again