Company Refusing Refund Claiming Item Returned Damaged/Item Not Returned

gopalsingh

Hi, I ordered three pieces of clothes from Club L London totalling to about £70. I didnt like any of them, so returned them under their free returns (all returned the same day as received, in perfect condition still).

However, they only refunded me for one item for about £20 and said one of the items was missing in the parcel, and another item was returned damaged.

I know this to be totally untrue as I packaged them all myself perfectly, and have emailed them disputing their claims, but they either do not reply to my emails, or reply after 5 days and say there is nothing else they can do about the matter.

Looking on TrustPilot, it seems like this is a common 'scam' they do to people returning items, and they have done the exact same to many others who just give up trying to get their money back. They said to me they immediately destroy all items that are returned damaged so cannot provide me with any further details about what was damaged or photos of the damage.

Since their manager have said there is now nothing else they can do for me, how can I take this further? Which external company do I need to approach? I paid by Visa debit card but don't think I can claim a chargeback through them since I am disputing their refund?

Thanks

JJ_Egan

Photos of what you packaged ??

External company ?? do you mean the head office .

Correspondence address

59-61 Charlotte Street, St Pauls Square, Birmingham, United Kingdom, B3 1PX

gopalsingh

JJ_Egan said:

Photos of what you packaged ??

External company ?? do you mean the head office .

Correspondence address

59-61 Charlotte Street, St Pauls Square, Birmingham, United Kingdom, B3 1PX

Unfortunately I didnt take photographs of what I packaged, lesson learnt for next time!
I ws thinking more along the lines of Trading Standards. Is that the correct people to approach? Or is there a more better suited organisation for my issue?

Thanks for the reply

JJ_Egan

Try Trading Standards but its your word against the company's word .

the_lunatic_is_in_my_head

Letter before action and small claims if they won't help. 

nyermen

Are they really allowed to "immediately destroy" them?  Either they accept ownership (so refund) or don't (in which case it's not their property to destroy?).
Sorry, naive view of mine perhaps?

Manxman_in_exile

nyermen said:

Are they really allowed to "immediately destroy" them?  Either they accept ownership (so refund) or don't (in which case it's not their property to destroy?).
Sorry, naive view of mine perhaps?

I must say that was my first thought.  They haven't refunded so OP remains owner, but they've destroyed his property?  And they've admitted it?

If you haven't got it in writing or an email, ring them and record the conversation!

gopalsingh

Thanks they do not have a telephone number and so can only contact by email and instagram. They have ignored my email again for another 4 days, extremely frustrating, this is now about the 6th email they have ignored

The_Rainmaker

The website is pretty poor , attempting to be international etc, annoyed me in about 10 seconds.

Lip_Stick

Do you have a proof of postage slip saying the weight of the package? That would help prove about an item being missing.