Online purchase, return & partial refund. Annsummers

Aze007

Hi to everyone,

On 26/12/2014 I've made two orders,

First for 3 items, Second for one item

Goods arrived and we've checked them out. Not happy. After few days we've put all four items into one bag and sent them back to annsummers. (already paid delivery)

On 19/01/2014 I've received partial refund for second order.
Refund amount of £8, missing refund for first order £31.

I sent an email to annsummers regarding this. After 2 weeks mailing I rang them. I spoke to some customer advisor. I was told that they can't make me refund until I will show them proof of delivery. I told them that I've no proof of delivery and I don't have to proof you anything because u have received the delivery.
You received it because u refund me £8. You received the delivery and u made partial refund. So there is no proof needed because u proofed already that u received the parcel.

After 20min chat with them on the phone I asked for supervisor.
On 13/02/2015 Supervisor said that they will speak to company that receive parcels and they will check on cameras how many goods were in the bag that I ve sent. Supervisor also said that they will mail me back "today means 13/02" or tomorrow "means 14/02/2015.

Still no information and no money. What should I do? It last too long and it is really annoying.

visidigi

Was there an individual reference on the return slip with the order number on it?

Did they advise returns could be done in single packages for more than one order?

And it is up to you to prove you sent it back - until they acknowledge receipt of the items then they are your responsibility.

Aze007

Thanks for reply.

Before I sent anything back I went to closest annsummers and I wanted to return it there. They said that they can't do it because I paid paypal. I asked them if I can put everything into one bag. She said YES YOU CAN.

There were two invoices. I've put only one invoice into the bag. Invoice for £8 I forgot to put invoice for £31 into the bag. I think that was the problem. Because when they received parcel they scanned only one invoice and refund straight. They did not count how many goods there and if they match invoice.

Thing is I did not even receive any proof of it. As it was pre paid postage. And they asking me for proof while they confirm that they received parcel. You know what I am saying? They saying that they received the parcel because they refund but they want proof of postage.
It is weird is it? Problem is I received refund for not all items that I ve sent.
There no need proof of postage because they confirm that they received it.

Hope u understand what I mean

bod1467

Aze007 wrote: »

There were two invoices. I've put only one invoice into the bag. Invoice for £8 I forgot to put invoice for £31 into the bag. I think that was the problem.

Indeed it was - and that is what you need to prove to them.

Let them check whatever they need to check.

Aze007

I sent them scan of the invoice for £31. Then they asked me for proof of postage. I asked them what for as u received my parcel. They said that is some system procedures. So I asked them "have u received my parcel?" they said yes but we need proof of postage. Then I lost my patience and I asked for manager. I spoke to supervisor and she said that they will let me know today or tomorrow (last firday or saturday) no info yet.

Poppie68

Well the problem has been caused by your failure to include the appropriate paperwork so be angry with yourself not them......If you have the proof of postage send it to them as they have requested, was the weight of the parcel recorded on the postage receipt?, if it was this will help your case.

Aze007

No, I ve made a mistake by not putting second invoice into the bag but I ve sent that invoice again through email. They did not count the stuff while they received parcel. Routine.
I am looking for some solution. As I said before that was already paid postage. Return postage paid by annsummers. There was a sticker on invoice for £31 that I pell off and put on the bag. There was no proof of postage as It was already paid and I did not receive anything. I also don't know if weight was recorded. They said that they recieved the parcel but they still wanted proof of it. Thats the thing I dont understand. You saying u received and u want proof of it.

wealdroam

Aze007 wrote: »

There was no proof of postage as It was already paid and I did not receive anything.

Next time you return something ask at the Post Office if you can have a proof of posting.

Whether the package is pre-paid or not, whether you have to pay or not... you should always ask for a certificate of posting. It's free and you should ask for it.

Aze007

wealdroam wrote: »

Next time you return something ask at the Post Office if you can have a proof of posting.

Whether the package is pre-paid or not, whether you have to pay or not... you should always ask for a certificate of posting. It's free and you should ask for it.

I know now and I will remember, definitely !

powerful_Rogue

Aze007 wrote: »

I am looking for some solution.

Its with the supervisor who will get back to you by the end of the week.

What more can anyone on here tell you?

Aze007

Supervisor said that he will be back to me Friday 13th or Saturday 14th now Wed.