Company not providing return details

austinjreid

Hello,
This is a question of what to do next. This is my first post as I usually try to find the information myself.

I made a purchase of a physical item from Logitech (The computer/gaming peripherals company) using my credit card. The purchase was made online on Jan 27 via the Logitech website (UK version - logitech.com/en-gb) and in £sterling. I was told and was already aware from their website it may take 7-28 days for delivery due to the current situation including leaving the EU. I was fine with that.

On Jan 28, due to a purchase duplication, I contacted Logitech support via chat to cancel the order. I was told it may be too late to cancel the shipping and so the agent would raise a return request then and I would receive a e-return and step by step return information, which would take 24-48 hours, ready for when I received the item had it already shipped. I have not yet received any return information.

On Jan 29 I received an email stating the product had been despatched. I'm guessing Logitech are not yet technologically advanced enough to have efficient communication between departments?

On Jan 30 I contacted Logitech again via chat and was told another return request would be raised and I would receive details within 48-72 business hours. This has now very much expired.

I received the item Feb 1. It remains unopened.

I further contacted Logitech via chat on Feb 3 as I was astonished how raising an electronic return request would take longer than the international shipping of the actual product. Especially in the current EU/UK customs situation? I was told the chat team are not the team raising the e-return.

On Feb 4 I contacted Logitech via telephone, yet again was told it may be a further 48hours for a e-return to be issued????

I did find a 'return form' after navigating their circular support website. I was asked to enter order number and email address. My order number was not recognised.

I have still not received any information about return details.

Does anyone know what I can do next? I have read all the consumer information where it really just states what the trader must offer and what our consumer rights are. However there is no information suggesting that the company will not comply. It just says 'they must ....'
Sure, Logitech are saying they will provide return details, but they evidently are not. It is almost 2 weeks since they first raised the request for an e-return to be raised, which they first stated would be 24-48 hours. Really?
Is there anything I can do or do I just wait, with the amount I paid building interest on my credit card? Do I chargeback, even though I have the item?

Thanks for any advice.
Austin

Sandtree

austinjreid said:

I did find a 'return form' after navigating their circular support website. I was asked to enter order number and email address. My order number was not recognised.

Did you use the right one? There appears to be two:

How do I make a return?

If you need to return a Logitech product within the 30-day return policy, please visit the following returns portal: http://returns.narvar.com/logitech/returns.
If you need to return a Logitech G product within the 30-day return policy, please visit the following returns portal: http://returns.narvar.com/logitechg/returns.
Simply enter your order number and billing zip code and follow the instructions.

austinjreid

Hi, thanks for responding. Yes I tried both the logitech and logitechg.

JJ_Egan

From a previous post memory says that are a non UK company / Digital River handle the store and purchasing for the UK .

austinjreid

The order confirmation email I received mentions only Logitech.
If I log into my Logitech customer account, find my order, open the order details, then download the invoice pdf, the invoice does not mention Logitech anywhere. It only mentions Digital River Ireland Ltd.
My CC statement states DIGITAL RIVER MINNESOTA.

austinjreid

I just asked them on chat again and finally received an explanation, which I thanked the agent for:
"Hi Austin, thank you for following up. Awaiting Approval E-Label #(removed) , it is still in our second level support list for approval. Due to customs changes in requirements , we are still adjusting the return process that is why the label will be delayed. But rest assured as it is already requested you can still return the package once you received the label. Please kindly keep the package for the meantime , we are working hard to complete the new requirement so we can go back to normal operation. Thank you for your patience and kind understanding."

I shall wait, now that I understand the issue. That's all I wanted.