Sent 2 pairs of Dr Martens back from online order - they claim I only sent one pair back

invisibility

Around 2 weeks ago I sent 2 pairs of £65 Dr Martens back that I'd ordered from their website. I received a refund of £65 so only enough for one pair. I emailed them and asked them as to which they told me they only received one pair.

I don't know what to do about this because I certainly sent two pairs back but it's not like I took a photo of the box before I sealed everything up. How on earth do I get the other half of my refund?

waamo

Did you get proof of posting?

invisibility

waamo wrote: »

Did you get proof of posting?

Yes, and my first thought was the weight would prove it but there's no weight on the receipt.

waamo

I'm guessing you sent it as one parcel did you? Otherwise you would have two proofs of posting for the two parcels. Does it show a price or do you have a receipt as a parcel that size is likely to cost more than a small one.

hollydays

Did you write both order numbers on the parcel as instructed?

invisibility

waamo wrote: »

I'm guessing you sent it as one parcel did you? Otherwise you would have two proofs of posting for the two parcels. Does it show a price or do you have a receipt as a parcel that size is likely to cost more than a small one.

Yes it's one big parcel in the original box and it was free returns so I just used their label. I have the post office proof of postage but as I mentioned it's not got a weight on it.

hollydays wrote: »

Did you write both order numbers on the parcel as instructed?

I wrote the one order number on it - I ordered these two pairs as one order, it's not two separate.

hollydays

Reading reviews on Trustpilot it appears dealing with them takes a long time .
I'd tell them that you've got the proof posting, what proof do they have that only 1 pair was received.
Presumably you selected the correct choice of returns label.
It's likely that they'll tell you they have received them both.
With a system like this, they presumably would have to open parcels on cctv.

invisibility

hollydays wrote: »

Reading reviews on Trustpilot it appears dealing with them takes a long time .
I'd tell them that you've got the proof posting, what proof do they have that only 1 pair was received.
Presumably you selected the correct choice of returns label.
It's likely that they'll tell you they have received them both.
With a system like this, they presumably would have to open parcels on cctv.

I read the trustpilot reviews last night and seriously wish I'd seen them before I ordered! In all fairness the delivery and (half) refund were speedy but I don't have much faith in their customer service actually replying to me after what I read.

I'll give it a week to see if they reply and then I'll either dispute it with PayPal or if that fails contact consumer advice or something. I'm not letting them get away with half of my owed refund.

Regarding choice of returns label, they provide two. Collect+ or post office. I just used the standard post office one and it obviously worked as they have received it, given they've refunded me partially.

agrinnall

As waamo has said, but you haven't really answered, does the cost of postage on the proof of posting show that you paid for a parcel that would contain one pair or two? I'd be surprised if a parcel containing two pairs wouldn't cost more than a parcel containing one.

Bermonia

OP has already stated it was by free return - as such no postage paid.

invisibility

agrinnall wrote: »

As waamo has said, but you haven't really answered, does the cost of postage on the proof of posting show that you paid for a parcel that would contain one pair or two? I'd be surprised if a parcel containing two pairs wouldn't cost more than a parcel containing one.

I did answer - it was a free return.