Receiver rejects parcel of returned bag.

cinch

Hallo

I bought a bag from Coach online on a sale and payed by credit card.

Coach's web site states "Free deliveries and returns.....purchases made during sales must be returned within 14 days of receipt".

Bag was delivered on 24 June and returned on 4 July via Dpd, the carrier suggested.

When I checked the tracking number on 20 July it said:

7 July - unable to deliver, parcel was refused by parcel receiver, it is now stored at our depot until we receive further instructions from you,  receiver:   Bleckmann DHR ALBAZY......in Holland.

8 July - Held in depot, contents checked.

20 July - I contacted Dpd and Coach through their online form to ask why parcel was refused and got no reply.

21 July -  chatted to Coach Customer Services, asked to contact receiver Bleckmann to find out why parcel was refused, was told we will  get in touch with distribution centre to see if they have information then we'll contact you.

24 July - after no contact from Coach, I emailed them through online contact form pointing out that Bleckmann are llegally obliged to accept the parcel as per their "returns and exchanges" regulations.

25 July - Coach replies asking me to provide tracking number.

26 July - I get email from dpd asking me to provide tracking number and parcel number.

30 July - I get email from dpd Export department saying my query is related to imports operations so they are reassigning my email to imports team.

At this stage I get the feeling that I am being shunted from one department to another so they can avoid responsibility and I really don't know which is the next best step to take and in which direction in order to get my money back, I would really appreciate your help.

(Coach have very bad reviews on Trustpilot, 2 stars, I wish I had checked before ordering from them)

Thank you very much.

JJ_Egan

Appear to be a Non UK company .

CSI Returns
One Coach Way
Jacksonville, FL 32218

Bleckmann non UK company ??

Dutch company ??

But details lacking in OP .

cinch

Thanks for your reply.

Coach Online Returns department.

c/o Bleckman Fashion and Lifestyle

Hazenpoort 30

7575DA OLDENZAAL, The Netherlands

Bleckmann is a Dutch logistics service provider, specializes in end to end logistics solutions for fashion and lifestyle brands.

So isn't Bleckmann working for Coach?  In their latest email of 25 July Coach ask me to provide return tracking number and add that "once we have this we can contact dpd and request the parcel to be redelivered".

Now it looks like dpd are trying to trace the parcel and are either taking their time or don't know where it is, just guessing.

JJ_Egan

Problem is UK law/ Consumer Rights do not apply .

DPD trace may help .

Charge back on your credit card , next step .

davidmcn

If the OP bought from uk.coach.com then that's a UK company ("Coach Stores Limited a company registered in England and Wales under registration number 7224597") (irrespective of where they want returns to be sent) so UK statutory rights apply.

cinch

Thank you so much davidmcn, your last reply made it all clear.

Basically when I bought a bag from Coach I made a contract with them, a British company, and having followed their terms and conditions for sending my bag back I was entitled to a refund.  The fact that the bag has disappeared somewhere on the way to their return company based in Holland is not my problem, I have proof of return tracking no.through Dpd and date of delivery of the bag to my address.

I have made a claim under Section 75 of Consumer Act and got my money back.