20% restocking fee?

Ellie05

hollydays wrote: »

I couldn't find a reference to their so called ' preferred' courier on their website.
This is stated
"please contact them directly:
Collect+: 0151 479 7071 (Postcodes: BT1-BT99 Shoe Boxes / Handbags)
Parcel Force: 08448 00 44 66 (for All UK Mainland Orders)
Royal Mail: 08457 740 740 (Highlands and Islands)"

It's on the returns form that you print off from their website.

Ellie05

The more i look at this company, the more worried I am. They really try to cover their backs-doesn't give me much confidence in them playing fair.
Just had a reply from customer services saying they'll 'look into it'...and this is the statement at the bottom of the email:

This email is private and confidential.
All property, copyright and other rights in it and its contents belong to Honey Boutique Ltd.
It must not be read, copied, disclosed or otherwise used without Honeyz.com authorisation.
Honeyz.com may exercise its legal rights and remedies in the event of any such unauthorised use.

And I've just found this on Gov.uk website...

Who pays for returning the goods if the consumer cancels
an order?
3.55 If you want the consumer to return the goods and to pay for that
return, you must make it clear in the contract and as part of the
required written information – see paragraph 3.10. If the consumer
then fails to return the goods, or sends them at your expense, you
can charge them the direct cost to you of the return, even if you
have already refunded the consumer’s money. You are not allowed
to make any further charges, such as a restocking charge or an
administration charge.

Ellie05

Honeyz.com have just replied to my request to cancel the order and also to my question of if I'll be charged a restock fee:

Hello,

The second order has already been sent out and is on its way to you. It was despatched immediately after you made the order.

You are welcome to send it back and we will process it for you.

Re-Stock fees are only applied if an item is received after DSR regulations which are stated on our website.

Kind Regards


Courtney Gritter
Customer Care Advisor

unholyangel

hollydays wrote: »

"Calls made to our premium line 09131 300 143 are charged at £1.50 per minute plus your phone company’s access charge. If you would like to enquire about the premium service please email customercare@honeyz.com"

They also try"You may cancel your order at any time before it has been shipped. however we can only accept Cancellations notices via registered post to our HR Office. Suite 103, 1079 Pollokshaws Road, Glasgow, G41 3YG."

I actually forgot about those parts. The phone number is illegal. Under CCR's they need to also provide a basic rate telephone number and give it equal prominence to any other phone numbers they provide.

They also try and stipulate in their T&C's that you need to send the goods back within 14 days and also must include your original invoice and also the returns form. They can't make a refund conditional upon inclusion of the invoice and returns form. They also can't stipulate that they'll accept cancellation by registered post only.

And they also say that if you got free shipping as part of a promotion, when you return the goods then the cost of shipping will be deducted from the refund. No mention about whether you'll be refunded shipping if you pay for it though (as far as I can see).

Ellie05

Well, it looks like I'm stuck with the second order and I'll just have to return them unopened. I can't imagine they can charge me a restock fee if I never even open the packaging at all (although I'll need to get the invoice out of the packaging, to enable me to return them).

I doubt that the item was sent out immediately (as they've said in the email above). Plus, I've had no confirmation to say the order is processed or shipped (which I did for the first dress).

I've just posted the first dress back to them via recorded/tracked/signed etc mail. Hopefully they won't try and find a reason to not refund me.

We do a lot of online clothes shopping, (with many different retailers) and I've never come across any of the rules and regs that this company state. This is why I never expected there could be a problem with returning any items. It's been a real eye opener.

We won't use them again, once this particular issue is resolved.

And if it's not resolved to my satisfaction (ie: full refunds for items returned), I'll take it down an official route.

Thanks to all for your help.

I'll post an update if and when the refunds come through.

unholyangel

Not sure if OP has alerts set up/is still monitoring the thread, was just to let her know that the retailer in question has been contacted by their local Trading Standards office to discuss their breaches of consumer law.

Ellie05

unholyangel wrote: »

Not sure if OP has alerts set up/is still monitoring the thread, was just to let her know that the retailer in question has been contacted by their local Trading Standards office to discuss their breaches of consumer law.

Thanks for that info. Very interesting.

The first dress that we received was returned on Friday. Tracking info says that it's been received by Honeyz. The other two dresses haven't arrived at my address yet, and I've had nothing to confirm despatch of them so far.

And no, I don't have alerts set up as I'm keeping this situation a secret from my husband at the moment. Can't risk any alerts popping up anywhere! He wont be impressed that I've been so naive...

unholyangel

Ellie05 wrote: »

Thanks for that info. Very interesting.

The first dress that we received was returned on Friday. Tracking info says that it's been received by Honeyz. The other two dresses haven't arrived at my address yet, and I've had nothing to confirm despatch of them so far.

And no, I don't have alerts set up as I'm keeping this situation a secret from my husband at the moment. Can't risk any alerts popping up anywhere! He wont be impressed that I've been so naive...

We all make mistakes! But if you learn from it, its experience rather than just a mistake

Wouldn't say it was naive though. The retailer in question has an actual shop they trade from so not like its the typical cowboys trading from their garage/spare room. And really, how were you to know their T&C's weren't in line with the law? At least you came here to question their returns policy!

Ellie05

The second order of the other two dresses has just arrived.

There's no invoice in the parcel...

Their returns policy sates that the original invoice has to be returned to them to obtain a refund, and without it, no refunds are given.

Just emailed their customer service to question what I do now. I'm not opening either of the dresses until I get a reply.

Nightmare.

Ellie05

Just a very short update...

Thankfully, I've now received full refunds for the two dresses that I returned. It took a while, but at least I've got the money back eventually and without having to fight for it.

Maybe this is due to them currently being investigated by Trading Standards...or maybe I'm being cynical... Either way, relieved...

Anyway,

Thanks very much for all of the advice and help. It was much appreciated.