Oasis (part of Boohoo group) not issuing refunds but saying they have

Calacake

Hello

I'm having an issue with Oasis saying they have issued my refund but it has not been received in to my bank account (should have happened 23rd July). If you look on TrustPilot you can see many, many recent negative reviews saying the same thing so I know I am just one of many customers affected (seems to be affecting Dorothy Perkins as well). I've tried raising the issue in all the correct ways with Oasis (they have no telephone number) but they have told me to contact my bank or contact "AdyenCC bank" but with no explanation as to what Adyen bank is or how you would contact them. I personally think they should be the ones doing the donkey work here, not me, as I have no proof they have actioned the refund. Any ideas on what me and the other customers affected do next? I paid with a Nationwide Visa debit card. With many thanks in advance for your wise words! :-:smile:

gettingtheresometime

Assuming you're looking in the right account for the repayment, and you haven't missed it, ask Oasis for the payment reference number (I think that's what it's called) so your bank can put a trace on it. 

sheramber

Ayden CC is a payment gateway used by businesses. So any repayment would come back through them.

Calacake

Thank you, I have asked for a payment reference number earlier on today but they said it would take 5 working days to get one (I don't really understand why they didn't give it to me straightaway as I can't do much without it), they are being very unhelpful.

ThisnotThat

Calacake said:

Thank you, I have asked for a payment reference number earlier on today but they said it would take 5 working days to get one (I don't really understand why they didn't give it to me straightaway as I can't do much without it), they are being very unhelpful.

Front end staff are unlikely to have access to it, hence it being sent to the department who deals with this and the 5 day timescale.

born_again

Calacake said:

Thank you, I have asked for a payment reference number earlier on today but they said it would take 5 working days to get one (I don't really understand why they didn't give it to me straightaway as I can't do much without it), they are being very unhelpful.

Also get them to confirm that they have refunded ££, on what date, to card end (last four digits) if it's not in your account after 15 days of the date they said, then there is a chargeback option for non receipt of refund. But you do need the above info in writing (email is OK)

Calacake

Thank you, that's very helpful. There are so many complaints now from customers on TrustPilot (not just Oasis but other Boohoo owned brands as well) about the exact same issue that I've lost hope of seeing my money again but I'll try to keep pursuing it! This is where online shopping really falls down as you can't speak to someone face to face in a shop to return your item! :-)