Online purchase, return & partial refund. Annsummers

powerful_Rogue

Aze007 wrote: »

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

Have you phoned back up and asked why the delay in the supervisor getting back to you?

visidigi

Aze007 wrote: »

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.

Gotta say, your attitude on this is out of order to be fair. They don't just have one person handling returns. there will be many many people and no way of being able to tie up what you shipped back on an order is just asking for trouble.

There is nothing 'routine' about the scenario they were faced with. They received a parcel - they confirmed that and they refunded, but they cannot take your word for it that you included extra items in a package with no reference to them.

If they check and they can't confirm they got the additional items then I think you're going to struggle to get your money back - through the mistake of not including the invoice (which is 99.9% of the reason you are in this situation). They don't actually have to do anything for you here...

I'd calm down and let them get back to you, if they haven't then politely ask them again.

Aze007

I was calm but that last from 20th of the January. It is bit too long.
Will u be calm for a month when u trying to get your money back?
They treat my like some idiot. When u saying the date u got to be on time. How can I be calm and polite for that long? They treat me like someone who is trying to steal £30 off them.

And they did not check it properly. If they will they will see that there is four items not only one. I feel like I've being robbed. I know that I did not put the second invoice into the bag but I've told them that and I sent invoice again. Someone there just open the bag and refund for one invoice. Not checking items quantity at all.

Just clear example, what will you do if u will receive return parcel with four items in it and invoice only for one?

Bin three items to match invoice?
Make some kind of report that there was 3 items extra?
Contact customer regarding that?

visidigi

Aze007 wrote: »

I was calm but that last from 20th of the January. It is bit too long.
Will u be calm for a month when u trying to get your money back?
They treat my like some idiot. When u saying the date u got to be on time. How can I be calm and polite for that long? They treat me like someone who is trying to steal £30 off them.

And they did not check it properly. If they will they will see that there is four items not only one. I feel like I've being robbed. I know that I did not put the second invoice into the bag but I've told them that and I sent invoice again. Someone there just open the bag and refund for one invoice. Not checking items quantity at all.

Just clear example, what will you do if u will receive return parcel with four items in it and invoice only for one?

Bin three items to match invoice?
Make some kind of report that there was 3 items extra?
Contact customer regarding that?

Your view is like its a one man shop. Its a huge business which operates on fine margins of time/technology.

They have no idea what order the items came from or anything.

Like I said, this is your fault, and you will be lucky to get your money back, you haven't been 'robbed' - you sent them the items, they can't rob you of something you gave them!

Aze007

You can't totally understand what I am saying or u trying to judge me.
My fault because I did not put invoice into the bag? - YES it is. But they should help me to solve the problem. It shouldn't be like that. That u forgot something and u wont get your money. That is not right.

They have no idea what order the items came from or anything.

How do u state that? They exactly know which order number. I've already passed to them two order numbers and copy/scan of the invoice.

I asked for help. How to solve this problem and all u saying that I am a dumb and ha ha ha ha u forgot to put ur invoice and say good bye to ur money.

visidigi

Aze007 wrote: »

You can't totally understand what I am saying or u trying to judge me.
My fault because I did not put invoice into the bag? - YES it is. But they should help me to solve the problem. It shouldn't be like that. That u forgot something and u wont get your money. That is not right.



How do u state that? They exactly know which order number. I've already passed to them two order numbers and copy/scan of the invoice.

I asked for help. How to solve this problem and all u saying that I am a dumb and ha ha ha ha u forgot to put ur invoice and say good bye to ur money.

No. Stop a second.

This is not one man in a shop. Its a warehouse. Its going to have *lots* of people doing *lots* of different roles.

Your package comes in, they scan the invoice to get the order up on screen, they scan the barcodes on the items you return.

They invoice contains 3 items, they scan 3, invoice classed as returned, no other invoice in bag, just a random selection of items in there that relate to no information in the bag at all. The person processing the return isn't the same person you're sending your invoice to - they don't even need a scan of the invoice...

They are supposed to mind read? No. They have cameras which they will check, if they see they should refund, but if they don't then you can't force them to refund you, its simply not going to happen.

Otherwise everyone would just call up and say 'I returned it but forgot my invoice in the bag'.

Its not a 'ha ha ha' thread, its a response with a fair assessment of your situation - you only think it is because you're not getting the answer you want.

Aze007

That was the first proper answer that u gave me. In the all rest u were saying that is my fault and there might be not refund. I really hope that they will check cameras and they will see that there were 4 items and they refunded only for one.

That can also work otherway round. I can state that I've put two receipts into the bag and all 4 items and they can state that there was only one item and one receipt. What to do? I mean just as clear example. Customer state that he sent 4 items with 2 invoices. Company state that they received only one item and one invoice. Do they record weight of the parcel?

Thank you for ur time.

visidigi

no idea.

ask them.

But the other way round your example is the exact situation you are in, they claim they haven't got something, the only difference being you didn't include the second invoice.

There is nothing in consumer rights to cover you here, you sent them goods they weren't expecting based on the documentation you included with it.

robatwork

Sounds like you're going through 50 shades of hell on this one.