No Fat Face refund

ripples_32

Does anyone know what the law is in regards an online purchase being returned and the company (Fat Face) refusing to refund the money? I returned a parcel that was accepted into their warehouse but then only received less than half the money due to me due to staff error. I am still owed £120 due to their staff error. This cannot be right, surely. If Fat Face did this to half of the returned parcels in their warehouse, so many customers would be owed money and Fat Face would be getting a huge profit. Does anyone have any experience of this issue?
Any legal advice welcome.

Oakdene

Why did you return the item?

neilmcl

ripples_32 wrote: »

Does anyone know what the law is in regards an online purchase being returned and the company (Fat Face) refusing to refund the money? I returned a parcel that was accepted into their warehouse but then only received less than half the money due to me due to staff error. I am still owed £120 due to their staff error. This cannot be right, surely. If Fat Face did this to half of the returned parcels in their warehouse, so many customers would be owed money and Fat Face would be getting a huge profit. Does anyone have any experience of this issue?
Any legal advice welcome.

Sounds like there's more to this than you're letting on. What reason have FF given for not fully refunding you?

Also, why have you created 2 threads on the subject?

[Deleted User]

neilmcl wrote: »

Also, why have you created 2 threads on the subject?

Probably because there were no replies to yesterday's thread;
https://forums.moneysavingexpert.com/discussion/comment/71336079#Comment_71336079

The OP will have to provide far more detail of this "staff error" for anyone here to accurately comment.

ripples_32

I have created several threads as I am livid that I have not been refunded the proper amount. The parcel I returned was received into the Fat Face warehouse but less than half of the items were processed as returned. On speaking to customer services they have told me that I will not get a proper refund unless I can show the proof of postage. I have been trying to find that but we are in the middle of building work at the minute. My question was , is it legal for a company to not refund the proper amount owed to the customer. If Fat Face didn't process a percentage of returns in this way then they are clearly making a huge profit. Doesn't make sense that this is right/legal. I didn't lose the parcel, they did yet are accepting no responsibility. I want as many people as possible to see this, hence why I have posted several times.

neilmcl

ripples_32 wrote: »

My question was , is it legal for a company to not refund the proper amount owed to the customer.

Of course it wouldn't be but the issue is that this has not been established to be the case.

FF are saying your return was incomplete so if you want the full amount back then you'll need to prove otherwise. There's no conspiracy here, FF are not out making huge profits by fleecing their customers as you suggest and I'd be wary of making such accusations if I were you.

ripples_32

There is no question over whether they received my returned parcel. The parcel has been received by them and I have a confirmation email of such. The issue is that they have only partly processed the return and are using the lack of proof of postage as an excuse not to refund me. Despite having possession of the parcel. No one has mentioned a conspiracy or indeed slandered anyone. I am merely stating the facts of what has happened and was hoping someone could point me in the right direction. If they hadn't received the parcel, then of course I would have to find the proof of postage, however as already stated, they are in possession of the parcel already but a member of staff hasn't processed all of it.

theonlywayisup

ripples_32 wrote: »

There is no question over whether they received my returned parcel. The parcel has been received by them and I have a confirmation email of such. The issue is that they have only partly processed the return and are using the lack of proof of postage as an excuse not to refund me. Despite having possession of the parcel. No one has mentioned a conspiracy or indeed slandered anyone. I am merely stating the facts of what has happened and was hoping someone could point me in the right direction. If they hadn't received the parcel, then of course I would have to find the proof of postage, however as already stated, they are in possession of the parcel already but a member of staff hasn't processed all of it.

As has been outlined to you, without the proof of postage, you have no evidence of the weight of the parcel. Without the weight, you and Fat Face are in disagreement over what was returned.

Do you recall how much it cost you to return? Did you pay by debit/credit card?

ripples_32

The parcel was returned by Royal Mail (free return) but as yet I have been unable to find the proof of postage….still looking. I just struggle to see how I am being refused a refund when Fat Face have made the mistake. Seriously, if this happens on a regular basis then something is very wrong. I did ask if there was CCTV in the warehouse and that was ignored. Just seems very wrong to me. I have shopped online for years and never had a return half processed. I can of course understand that parcels will go missing, but to be received back by the company, them make the error but refuse a refund seems just wrong.

neilmcl

ripples_32 wrote: »

There is no question over whether they received my returned parcel. The parcel has been received by them and I have a confirmation email of such. The issue is that they have only partly processed the return and are using the lack of proof of postage as an excuse not to refund me....If they hadn't received the parcel, then of course I would have to find the proof of postage, however as already stated, they are in possession of the parcel already but a member of staff hasn't processed all of it.

They're not using it as an excuse. Your proof of postage will show the weight of the package which will be an indication, although not absolute proof in itself, of whether you sent everything back you were supposed to.

ripples_32 wrote: »

Despite having possession of the parcel. No one has mentioned a conspiracy or indeed slandered anyone. I am merely stating the facts of what has happened and was hoping someone could point me in the right direction.

Really, your posts up to now suggest otherwise.

ripples_32

Bogalot, thank you for your input but as already stated, the parcel has been received at Fat Face so it being lost by Royal Mail isn't relevant. My original question was hoping that someone with knowledge of retail law would be of help. Again, no one is talking about conspiracy theories, only the fact.