Pandora Christmas Returns Policy

Lottie_Clark

Just received this:

"I am sorry that the absence of information on our receipts led you to the assumption that you would be able to retrieve a refund outside of the normal thirty day policy.

Please accept my apologies for the fact that refunds were not included in our extended exchange policy, and for any disappointment caused by this."

They are not budging.

L. xx

andycris3107

There is legislation covering clarity of conditions where these may be interpreted in more than one way. I made use of it recently in another case. Not sure if it applies here but you may wish to point out the following:

The Unfair Terms in Consumer Contracts Regulations 1999, No. 2083 Regulation 7 which states as follows:

(1) A seller or supplier shall ensure that any written terms of a contract is expressed in plain, intelligible language.
(2) if there is doubt about the meaning of a written term, the interpretation which is most favourable to the consumer shall prevail.

Given the text you have provided covering both refund policy and policy extension I would say that that is open to more than one interpretation. Like you I would surmise that I could return the item for refund for an extended period. Therefore the above regulation may help.

Lottie_Clark

Right - that's ANOTHER email sent off just now. This time outlining some of the Trading Standards regulations and how I'd welcome more than a repeated apology.

We'll see where it takes us - this is brow-beating stuff isn't it?! I totally see how people just wear you down through stonewalling and a complete lack of listening. I'm usually the gutsy one ringing energy suppliers and broadband companies to fight over a recent price hike or change to our agreement - but this one's getting me beat. (Maybe because I'm anticipating the upcoming months with our house move meaning those energy companies and broadband suppliers will be getting further calls from me! )

Thanks for all the advice guys - please keep it coming!

L. xx

SeduLOUs

Not much else to say now, other than persistence WILL beat resistance!

If all else fails, you could report them to Trading Standards. I'm not sure whether it will actually have any affect on your personal case but perhaps someone else can advise as to what to do next.

Good luck, keep pushing, and keep us updated.

Lottie_Clark

Huzzah - we have a result! I got transferred to a supervisor who offered me a further £20 PANDORA giftcard or a refund on the amount for the charm. I've asked for the refund and reiterated that I want it for the full amount I bought the item for (as it was a Christmas charm I'm suspicious they'll try and refund me a sale price instead). I'm awaiting further instruction but feeling pretty positive at the moment. :T

I have advised them to use the next 10 months to work on re-wording their festive returns policy so it's clearer but whether they'll listen who knows - I may look into contacting Trading Standards anyway to inform them it may be worth looking into. Wouldn't want anyone else suffering like I did just because my situation (provisionally) got resolved.

At the moment though a turn up for the books so thank you all for your responses - people power!!

L. xx

SeduLOUs

Well done on a great result!

Just shows sometimes it's just a matter of pushing until you get put through to the right person.

Lottie_Clark

Hello all!

I know this thread had quietly snuck off but I just thought I'd update anyone who was interested - the refund from PANDORA finally got paid TODAY!! :money:

So, that's just under 3 months from being told I'd receive the refund to actually receiving it - and over 3 months from first raising the point to now.

A long drawn-out process that was in no way consumer friendly but I'm glad I stuck with it to get what was owed!

Thanks for all the advice and support and I hope your retail battles go as successful (if not a little quicker too)!!!

L. xx