House of Fraser Disputing Number of Items I've Returned - Partial Refund Outstanding

lm81

I ordered two dresses from House of Fraser in the same order, neither of them were suitable so I returned them both in the same package.  I received a refund notification for one of the dresses, but not the other.  I queried this with HoF who looked into this and said that their returns department said only one dress was returned.  They asked for proof of postage which I have provided but as this doesn't prove how many dresses I returned so they are refusing to refund the outstanding amount.  They have asked me to confirm the weight of the parcel which I sent by Hermes, however they have advised that this is not possible and can only confirm that the weight was under 1kg (which is what I booked), but two dresses would have weighed much less than that anyway.  What rights do I have to this refund?  How should I escalate this type of complaint?  Advice would be appreciated!

JJ_Egan

Who organized/ paid for the return ?

lm81

Me, I sent it my Hermes

JJ_Egan

Up to you to sort out with Hermes .

Take it you have no evidence of what was sent ?