Online shop won’t refund returned item

AMR123

Hello,
I really hope someone can give me some advice as soon as possible.
To cut a long story short an online clothing company from Ireland are refusing to refund me for all 4 items that I returned to them. They say that they only received 3 items but that is completely false.
From the very beginning I had problems with communication and using their poor website. I contacted them on several occasions which thankfully are all recorded on email. Returning the items to them was not easy as their site didn’t work properly etc. I returned all 4 items in the same original pacakaging by recorded delivery and I even added my own comments to the slip to state why I was returning them, which was not required, but I did it as I didn’t trust them. I also contacted them via email to say that I wanted to return my items but their website wasn’t allowing me to log the details. I feel as though they will try to use this to their advantage by saying that I never logged the 4 items to return.
I have noticed on the Trust Pilot website that other people have experienced the same problem: the company saying that they haven’t received items when they have been sent back and people who have had similar issues with website problems and refunds.
I have asked them to telephone me within 24 hours to discuss this matter. Please can you give me any advice?
I am happy to share the full range of problems and give details as to all of the issues I encountered if you need me to.
I am so cross that this has happened as they owe me around 40 euros. I wish I had trusted my instincts from the start.
Thank you in advance.

unholyangel

Who paid for the courier? Was the parcel weighed at any point when it was returned?

dj1471

Have they refunded the 3 they claim to have received?

AMR123

Hello
Yes they have refunded 3 items and say they never received the 4th but I know I packed it.
I paid around £16 at the post office to get recorded delivery, which they didn’t acknowledge in any way until I contacted them to say that I knew they had received it so I would like a confirmation email.
I will find my receipt to see if it has been weighed. I’d assume the post office did that.
Thank you for your replies.

AMR123

I have found my post office receipt and it does have the weight on. Where do I go from here please?
Thank you.

unholyangel

The issue you might have is that you paid for the postage - meaning RM were acting as your agents and the company are probably going to allege that the item did not arrive while RM might allege that 3 items arrived so the other must have as well. Meanwhile you'll be piggy in the middle.

However, send a scan of the receipt showing weight to the retailer and indicate that the collective weights of the item should tally with the weight on the receipt (with an allowance for packaging) which shows that all 4 items were sent and as they have not indicated that the package received was damaged in any way, this would imply it was delivered undamaged and the item has since been misplaced or hasnt been processed properly.

Worst they can say is no. You could also try a chargeback with your bank or speak to RM about a claim to see if they would be willing to consider it (or possibly whether they might have more info they could provide with regards to the delivery).

AMR123

Thank you for your reply.
All 4 items were sent in one bag which was the original packaging and there was no indication of damage so I feel as though they either have an internal issue or are trying to pull a fast one.
Thanks for your advice about the weight. I!!!8217;m hoping that I will be able to use the receipt to prove my case to them. My only concern is whether I can trust them to provide the correct weight...
Really appreciate your help. Thank you.

AMR123

Hello
I’d just like to say that today the company contacted me as they have realised that a computer error (one that I had previously mentioned in an email) was to blame for the mix up. They have told me that they will refund me for the 4th item now.
Thank you for your help.