Online store offered a partial refund but has not followed through - can I do anything?

Aliz1234

Hi All, 

I ordered a coffee table from Anthropologies back in Feb/March as it was on sale and they had an additional 20% off sale items. They had a mix up with inventory and emailed me to say the table was out of stock and that as a gesture of good will they can offer 20% off another order I place. 

As I had just placed an order that same day I asked if the 20% off could be refunded on that order. I received an email back to say I can and I will receive the refund in the next few days. 

However I have not received a refund and I have chased via email (and twitter) and I am now being told they cannot give me the refund - are they allowed to do this?

Calling them doesn’t help as they refer me to the customer service email as say they cannot help.

I called my credit card company and they referred me to the Financial Ombudsman but from their website I’m not sure if they deal with things like this as they seem to be focused on complaints about financial organisations like banks and not retail stores but I could be wrong has anyone had any experience with them? 

My question is do I have any rights or can anything be done? The frustrating thing is every time I contact  the store via email or twitter I have to explain the situation again and honestly I’ve now lost count! 

Would really appreciate any advice! Apologies for the essay! 

KatrinaWaves

The financial ombudsman won’t get involved in what was essentially a gesture of goodwill from Anthro.

all you can do is bug them as you don’t have any legal right to that 20% overall.  

Aliz1234

KatrinaWaves said:

The financial ombudsman won’t get involved in what was essentially a gesture of goodwill from Anthro. Red

all you can do is bug them as you don’t have any legal right to that 20% overall.  

Hi Katrina, 

Thank you for the reply, that is a shame as I am sick of contacting them tbh as I have to explain the situation again everytime.

I have the email were they agreed to the refund and the subsequent ones where they suggest they have made the refund and they even go as far as to say it should credit in a few days (As confirmed by my bank no payment was ever made) will this not serve as evidence as they have offered a refund however not actually paid? 

JJ_Egan

Is this the USA company ?? Anthropologies

Aliz1234

JJ_Egan said:

Is this the USA company ?? Anthropologies

Hi,

I believe they do have a US presence however I ordered from the UK website

Thanks!

sheramber

Aliz1234 said:

JJ_Egan said:

Is this the USA company ?? Anthropologies

Hi,

I believe they do have a US presence however I ordered from the UK website

Thanks!

A.co.uk website does not mean it is a U.K. company. Anybody can use .co.uk

Aliz1234

sheramber said:

Aliz1234 said:

JJ_Egan said:

Is this the USA company ?? Anthropologies

Hi,

I believe they do have a US presence however I ordered from the UK website

Thanks!

A.co.uk website does not mean it is a U.K. company. Anybody can use .co.uk

Hi Sheramber,

This order is from the UK chain of Anthropologie 

The domain is .com/eng or some variation of that. I hope that helps

societys_child

The domain is .com/eng or some variation of that.

Doubt that's a uk website. The /eng takes you to the UK section of their american site.

Were_Doomed

What do their T&Cs say as regards the laws which apply to the contract? That's your biggest clue as to whether you're dealing with a UK company or not.

Aliz1234

Were_Doomed said:

What do their T&Cs say as regards the laws which apply to the contract? That's your biggest clue as to whether you're dealing with a UK company or not.

Hi, 

Thank you for this I will have a look
If it is a UK company I am assuming I will have more rights? And if so what would you suggest I could do? 

Apologies for the silly question - other than a very very basic knowledge of the consumer rights act I don’t have alot of knowledge in this area! 

Aliz1234

Were_Doomed said:

What do their T&Cs say as regards the laws which apply to the contract? That's your biggest clue as to whether you're dealing with a UK company or not.

Just had a quick read and they reference disputes being settled in courts of England (extract below). 

Also info regarding the registered address etc.. below

‘ To the maximum extent permitted by applicable laws, these Terms of Sale, and any dispute or claim arising out of or in connection with these Terms of Sale (including non-contractual disputes or claims), shall be governed by English law. The courts of England shall have non-exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms of Sale or their subject matter.’

 ‘The Site is operated by URBN UK Ltd, a company registered in England and Wales (company number: 03124253 and VAT number: GB 684 936 382), trading as Anthropologie, Anthropologie Europe and anthropologie.eu (collectively "Anthropologie Europe", "we", "us", "our"). Our registered office address is 1 Finsbury Circus, London, EC2M 7SH, United Kingdom.’