AX Paris refusing refund online

Fraggy

It was very frustrating but I did get my full refund, it involved several emails to Chantel who appears to employee solely to respond to emails. I sent a letter to the address which she provided and they decided to reimburse me. In the letter I explained that my 18 year old daughter was not in the position to lock that much money away just because she wanted to compare dresses for prom. I outlined the exact amount I was expecting. I pointed out I had checked the returns policy. I pointed out the legal rule about returns and I also said that I would take things further if I was not reimbursed. I’m not quite sure what that would entail but the letter worked. I sent the letter as someone else had mentioned that had worked on another forum. Good luck, I hope you get your money back.

DCFC79

Mrs_b wrote: »

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.

Have you complained ?
Follow advice from forgotmyname.

waamo

Why don't people read the thread before posting? It contains all the advice they need.

Bethmay94

I've had this problem!! Absolutely nowhere on this site (and I've scrawled through the whole website PREVIOUS to purchasing the items) does it state that you cannot receive a full refund on sale items. Their 'customer service manager' was so rude to me over email and palmed me off to their complaints department which I have to write to. She didn't even acknowledge the fact that the website does not state AT ALL that sale refunds are via a credit note. Talk about prolonging a problem and leaving a bad taste in their customers mouths... Will not purchase with them again. I've just written to Citizens advice and I will be writing a letter to them out of principle. Fingers crossed I get my money back.

waamo

Have you tried a chargeback from your card provider? It's been suggested multiple times in this thread.

SW12345

I have also recently had the same issue. I wrote a letter of complaint to their complaints department after a really unhelpful exchange of emails with their Customer Service Manager and within 48hours of receipt of my letter my refund had been processed. I also took time to speak with Citizens Advice who asked if they could pass the information to Trading Standards. The more people who report them, the more likely we are to see a change. I have my refund but won’t be purchasing from them again. Please take the time to report them to ensure we find resolutions for everyone as many people will just accept the credit note even though their process is not in line with Consumer Law. You can either contact Citizens Advice by phone or by a live web chat. Definitely worthwhile. Even had a follow up call to see how things have gone.