refund on items returned

pencove

I purchased items from house of fraser on line and returned them on the 14th December 2015 by collect plus courier which Hous of fraser uses. When I tracked the parcel it was returned and received back by house of fraser on the 18th December 2015.

I waited until after Christmas to say I had not yet received a refund and could they look into it they said as 14 days had elapsed they would as a refund should have been made. Now I am being told that a form will be sent out to me to fill in for the missing items! Surely this is with their courier collect plus and their own warehouse! Surely I should not have to wait from the 18th December to today the 14th January for a refund, any advice greatly appreciated?

JJ_Egan

What other route are you going to go down ??
A written complaint is probably going to take longer .


Keep your evidence that the parcel has been received .

pencove

Thank you, yes I have the receipt from collect plus showing the parcel received.

Not sure now what my options are? I wondered if there was a quote from the consumer act I could use? have emailed them each time, but they do have an on line chat facility too.

unholyangel

Just checking but are they saying that they haven't received any items back? Or that certain items were missing from the package you returned?

pencove

On the collect plus website on the tracking it states the parcel returned back to them on the 18th December, so they are saying not received back! many thanks

JJ_Egan

Could well be parcel received but goods missing .

pencove

they are now saying they will send out a missing returns declaration form to fill in and send back which will mean even longer to wait. Surely my proof of return is the receipt I have from collect plus with the tracking code which states the parcel was returned to house of fraser on the 18th december, the issue should be with collect plus surely?

unholyangel

Technically by letter of the law, they should refund within 14 days of receiving the goods back or within 14 days of the consumer providing proof they have sent the goods back.

However getting retailers to follow this is another story - especially if they haven't received the goods back.

Perhaps try and appeal to them by stating that you have proof you have sent the goods back via their agent. They have 14 days from you providing that proof to refund and that your refund should be made conditional upon their dealings with a third party - with whom they are in contract with, not you and therefore they are liable for any failures of the third party - not you.

JJ_Egan

Evidence that a parcel was returned but again i think that items may have been missing from the parcel hence the delay.

pencove

Thank you to all, have sorted it now chatted on line to a customer service adviser and asked for a manager to sort today, they have and I have been refunded in full with apologies for the delay as they say i should have been refunded within 14 days as you say.