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Bridesmaid dress returns
flathunting
Posts: 14 Forumite
Hello,
I am hoping for a little advice as not too sure what my next steps would be. I will give a little background info in the hope it all makes more sense.
So, in November 2016 I ordered 6 bridesmaid dresses from a website online, when they arrived 2 of the dresses were not sizes I had ordered. So I kept 1 dress and returned the other 5. This order was for approx. £250 and I was refunded approx. £210.
I then made another order of 2 dresses in December 2016 in the sizes I needed and when these arrived, 1 of the dresses was a completely different dress to what I had ordered. So I emailed the company advising they had sent me the wrong item again. (I had informed them of the wrong sizes at the time of receiving the first order) and didn't feel like I should have to pay to return the wrong dress (as you have to pay delivery and return postage) when I had already paid the first time and this is the second time they had gotten my order wrong. I sent a couple of emails but no one ever responded to me, then a week or so later I received a third dress which was the dress I should have received originally but obviously I hadn't paid for this third dress.
I didn't want to run out of time for returning the 2 dresses I received originally so ended up returning these and expecting a refund for only 1 dress as I hadn't paid for the third and I ended up keeping the third. But the refund didn't materialise. I waited a bit because of Christmas and New Year then contacted the company again asking when I should expect to receive my refund. For around 3 weeks, all my calls and emails were ignored until a few days ago I received an email advising according to the shop's records they had refunded me for the two dresses. I emailed the shop back to advise they hadn't refunded me and inserted a snip from my credit card statement which showed the first purchase and first refund then the second purchase. I also advised them that I was only due a refund of 1 dress so this also didn't tie in with their records.
They then replied to ask if I had proof of postage, which I do. So I scanned this back to them. They then replied to say that they process all refunds within 48 hours so they must not have received my parcel back. I queried that it was funny now I've proven that they hadn't refunded me that now they are saying they didn't receive the parcel and that they had previously said they had refunded me therefore, received the dresses. They replied that they got my orders mixed up, despite me clearly pointing out the order numbers and one being for approx. £250 and the other for £60.
I also emailed them with their returns policy which states you have to take your parcel to a post office and receive proof of postage which I have. But they are now saying as there is no tracking number or address on the proof of postage there is nothing they can do and I have to claim it back through Royal Mail. However, when I have picked up a claim form I believe you can only reclaim a maximum of £20.
Is there anything else I can do about this? Or will I have to claim through Royal Mail and lose the rest of the cash owed to me?
Thank you in advance for any advice. Hope it isn't too much information!
I am hoping for a little advice as not too sure what my next steps would be. I will give a little background info in the hope it all makes more sense.
So, in November 2016 I ordered 6 bridesmaid dresses from a website online, when they arrived 2 of the dresses were not sizes I had ordered. So I kept 1 dress and returned the other 5. This order was for approx. £250 and I was refunded approx. £210.
I then made another order of 2 dresses in December 2016 in the sizes I needed and when these arrived, 1 of the dresses was a completely different dress to what I had ordered. So I emailed the company advising they had sent me the wrong item again. (I had informed them of the wrong sizes at the time of receiving the first order) and didn't feel like I should have to pay to return the wrong dress (as you have to pay delivery and return postage) when I had already paid the first time and this is the second time they had gotten my order wrong. I sent a couple of emails but no one ever responded to me, then a week or so later I received a third dress which was the dress I should have received originally but obviously I hadn't paid for this third dress.
I didn't want to run out of time for returning the 2 dresses I received originally so ended up returning these and expecting a refund for only 1 dress as I hadn't paid for the third and I ended up keeping the third. But the refund didn't materialise. I waited a bit because of Christmas and New Year then contacted the company again asking when I should expect to receive my refund. For around 3 weeks, all my calls and emails were ignored until a few days ago I received an email advising according to the shop's records they had refunded me for the two dresses. I emailed the shop back to advise they hadn't refunded me and inserted a snip from my credit card statement which showed the first purchase and first refund then the second purchase. I also advised them that I was only due a refund of 1 dress so this also didn't tie in with their records.
They then replied to ask if I had proof of postage, which I do. So I scanned this back to them. They then replied to say that they process all refunds within 48 hours so they must not have received my parcel back. I queried that it was funny now I've proven that they hadn't refunded me that now they are saying they didn't receive the parcel and that they had previously said they had refunded me therefore, received the dresses. They replied that they got my orders mixed up, despite me clearly pointing out the order numbers and one being for approx. £250 and the other for £60.
I also emailed them with their returns policy which states you have to take your parcel to a post office and receive proof of postage which I have. But they are now saying as there is no tracking number or address on the proof of postage there is nothing they can do and I have to claim it back through Royal Mail. However, when I have picked up a claim form I believe you can only reclaim a maximum of £20.
Is there anything else I can do about this? Or will I have to claim through Royal Mail and lose the rest of the cash owed to me?
Thank you in advance for any advice. Hope it isn't too much information!
0
Comments
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Proof of postage will give you a claim against the post office but it's not proof of delivery.
It now seems the reason the refund never materialised was because they never got the dresses back. The fact you have now pulled them on it is not proof that they are making excuses because you did, just that they were in the dark until you told them.
there is nothing more you can do, getting a tracked delivery is always the best option or there really isn't a way to say if they are at it or not.
Review sites tend to weed out the good from the bad, have you checked them out?0 -
OP .- was this by any chance a Chinese website or a website with a UK name but actually in China? How did you pay?
If the firm is in China you really have no recourse against them. The best you can hope for is the £20 from RM or a claim against Paypal if you paid that way, or through your bank if by credit or debit card - but hopeless if it was by bank transfer.0 -
OP .- was this by any chance a Chinese website or a website with a UK name but actually in China? How did you pay?
If the firm is in China you really have no recourse against them. The best you can hope for is the £20 from RM or a claim against Paypal if you paid that way, or through your bank if by credit or debit card - but hopeless if it was by bank transfer.
Whereas, if the dresses were from [STRIKE][insert another random country][/STRIKE] North Korea then you really really have no recourse against them.
0 -
Hello, thank you for taking the time to reply.
The company is based in Bathgate, Scotland so no dodgy Chinese websites. I paid via credit card but wasn't sure if they'd be able to do anything.
Thanks again0 -
According to companies house the company is dormant or no longer trading0
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