Pre-paid return lost by Royal Mail. Boux Avenue shirking responsibility.

lizziepop_88

I ordered some underwear from Boux Avenue online back at the start of July (paid with a MasterCard debit), wanted to return 90% of the order so used their pre-paid Royal Mail label and returned via the Post Office.
Tracked it after a week, no update. Two weeks, still no update. Contacted Boux Avenue who said it was my responsibility to raise a claim with RM and there was nothing they could do, so I raised this the day I received a response from them on August 7th.
Today I have received a letter from RM saying that the claim can only be raised by BA due to the contract and payment for postage lying with them – makes sense, but then why did they tell me to raise the RM claim which has now delayed my refund by weeks? They're likely to give me the same advise again, surely? Feel like I've been encouraged to go round in circles.

Does anyone know where I stand here, I just want my refund. It's not even a lot of money (less than £40) but I can't afford to be out of pocket at the moment.

Thanks in advance!

knightstyle

If they paid for the return then it is their contract with RM and only they can raise a claim.

peter_the_piper

A post on their facebook page might spur things.

mikb

lizziepop_88 said:

 why did they tell me to raise the RM claim which has now delayed my refund by weeks?

I think you answered your own question there, sadly ... maybe hoping after a delay of a few weeks you'll give up or forget!