Mango - failing to refund for goods returned

Wilma_Rubble

Hello all, just wanted to see if this is a common problem. I returned two items to Mango.com on the 8th December and I have still not received a refund. They initially responded to my emails, stating that they had not received the parcel yet and asking for a tracking number which I sent to them. They are now not responding to any of my emails and when I have looked on their Facebook site it would appear that I am not the only one having this problem. I am going to ring tomorrow. Their website states that the return address is a handling address and that parcels are then returned to Spain and that if I have not heard anything within two weeks then I should contact them. Has anybody else experienced similar issues? Thanks in advance Wilma.

Collabora

what does the tracking say.

also a refund can take upto 30 days

shaun_from_Africa

Collabora wrote: »

what does the tracking say.

also a refund can take upto 30 days

Since the demise of the Distance selling regulations (and their EU equivalent), the time allowed for the retailer to refund has dropped to 14 days from when they receive the goods back.

This is covered by the Consumer contract reg's in the UK and the Directive on consumer rights in the rest of the EU. (which will cover Mango.com as they are a Spanish company).

purcel

Last time i had to do that i have paid with paypal and was able to put a claim through them. Refund wasn't too long after that

Cuilean

Wilma_Rubble wrote: »

Hello all, just wanted to see if this is a common problem. I returned two items to Mango.com on the 8th December and I have still not received a refund. They initially responded to my emails, stating that they had not received the parcel yet and asking for a tracking number which I sent to them. They are now not responding to any of my emails and when I have looked on their Facebook site it would appear that I am not the only one having this problem. I am going to ring tomorrow. Their website states that the return address is a handling address and that parcels are then returned to Spain and that if I have not heard anything within two weeks then I should contact them. Has anybody else experienced similar issues? Thanks in advance Wilma.

Hi Wilma,
I'm having the same problem with a company called Active Hound. I returned a dog coat, I know they received it (I sent it Royal Mail Signed For and I can log on to Royal Mail and see the CEO signed for it!), and after some half hearted attempts to get me to exchange it for another type of coat, they stopped replying to my emails. I paid with a debit card, and thanks to the helpful people here, I've written to my bank to ask them to initiate a chargeback. Apparently not refunding for returned goods is a perfectly acceptable reason for your bank to refund you. PM me if you need any more info

Wilma_Rubble

Thanks for the replies! I am going to try and ring them tomorrow and will quote the 14 days, very useful to know! From the tracking information on the Royal Mail website they received the parcel into their handling site (in Manchester) on the 10th December. It is then returned to Spain and it does say to allow 2 weeks for this. If I have no joy when I quote the 14 days then I will begin chargeback through the bank. Many thanks again for the advice!

DontShopMangoOnline

Hello all
I also have similar problem in asking Mango for refund on returned goods. The item was bought online by credit card. It was returned to Mango within the returning period via Royal Mail . The Royal Mail tracked delivery indicates that the parcel was delivered on 19th Dec 14 to Mango Warehouse in the UK. Three weeks had lapsed and I still haven't got the refund. I had emailed Mango's customer service on 16th Jan 15, followed by chasers on 25th Jan 15 and 30th Jan 15 for the refund, yet I have not received a definitive answer from Mango. Has anyone experienced similar situation and managed to get the refund successfully? Appreciate for your advice. Thanks.

innocent26

I had the same problem - item returned, Royal Mail tracking showed prompt delivery but no refund for 2 months. Called Mango and was fobbed off with various pathetic excuses
Week 3 - refund had been processed and not shown on card
Week 5 - item was in UK and had to be shipped to Barcelona before they could refund
Week 7 - item had only just been received in UK??!!
Call centre staff generally useless and refuse to give phone to supervisor.
Sent 4 emails to customer services, no response to any.

Eventually issued chargeback through credit card company. Once they approved it, Mango decided to act and give me the refund but no apology. Contact your card company, if you paid by Paypal, use them to file a dispute.

If you google Mango reviews, countless others have had same issue. Will never use them again now - cant believe an established chain can have such bad customer service.

DontShopMangoOnline

After numerous chasing emails and complaints, Mango eventually made full refund on the returned item, but it took 8 weeks rather than 3 to 12 days on receiving the returned item, as stipulated in its refund policy.

Lessons learnt: I will never shop online at Mango again as a result of such unacceptable customer service, and would not advise anyone who attempts to do so !