AX Paris refusing refund online

soulheavensu

I am having the same issue. After a few emails, even stating they are contravening EU law they are still ignoring me. I've emailed them back asking for them to log this as an official complaint as I can't see any way to log a complaint with this company.

soulheavensu

Star5 wrote: »

Hi, how did you contact the complaints department?

FYI;

If you would like to make a complaint, please put this in writing and send to:

AX PARIS WEBSITE COMPLAINTS
https://www.axparis.com
Unit 3
Trafalgar Business Park
Broughton Lane
Manchester
M8 9TZ

lucysam14

Hello,

I have recently had the same issue with AX PARIS and have challenged it. I have received an email back from the Customer Service "MANAGER" stating they cannot overturn this. Its absolutely appalling and disgusting how they can withhold your money. WHY would anyone want to have a gift card for somewhere where you will not be using it? I prefer to have a refund either way to spend my money how i like not be dictated in what or how i spend it.

Horrific!!!

Email response from the so called manager:
Hi Lucy

Thank you for your email.

Unfortunately we have a strict sale item return policy, as you have returned your order with an item purchased from the sale this is why a voucher was issued.

Unfortunately all customers who return sale items will receive the refund as a voucher.

All this information clearly stated at the bottom of the website as well as each individual product page under returns.

We are unable to overturn this. We are sorry,

Kind Regards

Chantel

Customer Service Manager

AmelBendali

Hiya,
Ive had the same problem and been passed around the company. I have requested the address to formally complaint. What did you say in the letter to get your money back
Thanks,
Amel

waamo

If anyone else is having this problem from this shower try a charge back from your card holder in the first instance.

Manxman_in_exile

For anybody else stumbling across this thread looking for general advice, I would not buy anything from an on-line retailer whose T&Cs seem designed to attempt to get round consumer rights - it's not worth the potential hassle even if you do pay by credit card.

Fraggy

My daughter bought £300 worth of Prom dresses for comparison. She kept one and returned the others only to receive email confirmation of a credit voucher (the dress she chose cost £28.) I had fully checked the returns policy myself before ordering and nowhere does it say this will be the case with “sale” items, which incidentally are not marked anywhere as sale items on her receipt. This appears to be deliberate deception. She has emailed them and after reading this forum, I have sent a letter to the address supplied. I feel so angry that this has created her stress during her exams and spoilt wearing her £28 dress to prom. Someone suggested contacting their credit card company for a Payback?. Should I wait for the refund of the non sale items and then request the rest? Would trading standards do anything? I feel really angry and am quite prepared to do what it takes for my daughter to get her refund.

waamo

Try asking the card provider for a refund of the full amount you are owed. It makes no sense to only ask for part of it.

As regards Trading Standards by all means report them but don't expect them to do anything. They need a lot of complaints before they will act.

Mrs_b_2

Hi there, I'm now also experiencing the same thing. I bought several items to try- fully expecting to return the items I didn't want.... I checked their returns policy and no where could I see that sale items were only returned on credit note value?? Ive asked them to confirm where it states this, as I'm only aware of the 14day rule. Any advice would be great.

forgotmyname

Same advice others got, complain and claim a refund from your card or bank.

Post #7 shows their terms...

And the last part says..

This does not affect your statutory rights.

And your statutory rights are a refund if within timeframes etc.

Ask them if they are denying you your statutory rights. Which is also breaking their own terms and conditions.