Littlewoods Returns-Account Credit Not Refund

mumpig

Hi
Hopefully a quick query, did a search but cannot find quite what I need.
My daughter ordered a pair of sandals from Littlewoods, for £33.
Not sure if this makes any difference but she wanted them on the monthly payment option, they say she ordered them on the “pay in full” terms, account is linked to a debit card.

Anyway, she does like them, not faulty, and returns in perfect condition to them within the time limit.
When her statement arrives they have taken the full £33, as they say that was the terms she chose, she thought the 1st monthly payment may have been taken, not £33-however they are saying they will not refund back on to her debit card and can only give her a £33 credit on her account.
(She’s really upset as she suffers from anxiety attacks-not relevant but it upsets me to see her like this)
I am sure this is not correct, she does not want a £33 credit on her account, she wants a refund back on to her debit card, I have told her not to worry and I’ll help her get it sorted-meaning I will ask you guys for advice to help me get it sorted!
Surely this cannot be right that you return items within the time scale only to get a credit-this is only £33 but it could be an item(s) for much more from a catalogue and you could rack up hundreds in account credit you don’t want?
Could you tell me which bits of the DSR I need to quote, Littlewoods returns policy etc.?
Many thanks in advance for helping. :beer:

LadyDee

It sounds as though they are offering the credit note because they class this as a change of mind return. As I understand it, retailers are not obliged to make any sort of refund for change of mind, and are in this case offering a goodwill payment in the form of a credit note - but more knowledgeable folks than me will be along to advise.

Perhaps the £33 is not sufficient to qualify for monthly payments? Have you checked their T&Cs?

DoaM

DSRs don't exist anymore ... it's the CCRs now. Check part 3, sections 29 and 34. And specifically section 34 (7).

sheramber

I think to order from Littlewoods you have to open an account.

Can she close the account and get a refund?

wealdroam

LadyDee wrote: »

It sounds as though they are offering the credit note because they class this as a change of mind return. As I understand it, retailers are not obliged to make any sort of refund for change of mind, and are in this case offering a goodwill payment in the form of a credit note - but more knowledgeable folks than me will be along to advise.

I think you are mistaken.

If a consumer makes a purchase at a distance, as in this case, the consumer can cancel the transaction within fourteen days of delivery of the goods. The seller must then refund the full amount paid, including the outbound postage. That refund must be made in the same manner as the original purchase was made unless the consumer agrees otherwise. In other words, a credit note, or account credit, is not acceptable.

LadyDee

wealdroam wrote: »

I think you are mistaken.

If a consumer makes a purchase at a distance, as in this case, the consumer can cancel the transaction within fourteen days of delivery of the goods. The seller must then refund the full amount paid, including the outbound postage. That refund must be made in the same manner as the original purchase was made unless the consumer agrees otherwise. In other words, a credit note, or account credit, is not acceptable.

Thanks Wealdrom - I wasn't sure. Of course I should have remembered the differences between face to face and distance transactions.

mumpig

Hi
Thank you for the help-just what I needed
Going to call today-I'll pop on a quick update with the result later

mumpig

Hi
Well that didn't go too well.
Tried saying the above, that item was returned within the time frame, want a refund back to my card etc., your policy states this, CCRs etc., but very robotic woman on phone just kept saying as its a credit account that's how it works. It's a credit account so the money has been taken and is credited to your account.
She then tells me you didn't make a payment between Feb and May so the money has been taken to cover this-implying I've defaulted on my payments and am in debt but the account is paid by direct debit and no payments were taken as the account was cleared and actually in credit from Feb of £3.95 and a payment of £5 was made in May for new items ordered-including the shoes that have not been refunded.
I asked to speak to a supervisor, but, of course, there is no-one else I can speak too, if I have an issue I can look on the website for the address to write to.
Most unhelpful, dismissive service, just kept repeating that's what we do, it's a credit account so we credit it to your account.
This is the second time we have phoned and just keep getting the same answer - Littlewods must be telling advisors to say this as it's so similar and scripted.
What now? will call again but feel we will just keep going round in circles?

SnowTiger

Do a chargeback via your daughter's card issuer: http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback.

Fosterdog

When exactly were they returned? Was it a CCR cancellation with them being informed within 14 days or was it under their own 28 day return policy? That could make a difference to the refund entitlement, if a credit account was used then technically they are probably correct in that it wasn't paid by card but paid on account and any refund would be made in the same way. What do their T&Cs say about refunding extra credit on the account?

mumpig

Hi
Firstly-thank you to you all for the help.
It was returned within the 14 days as per CCR not their 28 days approval.
My daughter wanted to order it on the monthly credit terms, but they are saying she has not done this (I accept she could have made this mistake) and has ordered it as pay in full so they have taken the whole amount, £33, but won't refund it as it's a credit account so the £33 won't be refunded but credited to the account and "this is what they always do".
As far as I understand it as she has ordered "pay in full" this makes it just the same as any on-line order from any company and CCR applies and credit terms have nothing to do with the refund and therefore she is entitled to a full refund back on to her original payment method-debit card.

So to put it simply, she ordered and paid in full, the have taken the full amount and now will only refund by a credit on her account. It is only £33, but surely customers could order items worth hundreds, return them and Littlewoods get to keep the money forcing people to be given a credit they don't want but must spend with them-this cannot be correct but they won't listen.
I'll try again now I'm clearer on where I stand-any ideas on how to get past the script reading robots on the phone lines?