Retail Returns - Items gone missing & retailer refusing to refund

spaceplan9

I bought 5 items online from Christian Dior for my daughters 18th Birthday (knowing i would be returning some of them as i wanted to give her a choice) . 

After her birthday I initiated the Christian Dior process for the return of 3 items and packaged them as i had received them, once a return is requested Christian Dior arrange for UPS to pick up the package and then send confirmation once the package has been collected by UPS . 

I have only received a refund for 2 of the 3 items, as Christian Dior are claiming that there were only 2 items contained in the package they received. After lengthy waits on the phone and very difficult and unhelpful conversations with numerous customer service reps, Christian Dior claim to they have carried out an internal investigation and are adamant that there were only 2 items in the return and they will not be refunding the cost of the missing third item. 

I have spoken to my credit card company and they have created a charge back request with MasterCard, however they have told me that without proof of the item being in the package (eg a photo of the package containing all 3 items) or the wight of the package sent, it is my word against theirs and I am unlikely to receive my refund. 

If this had been posted at my local post office like most returns there would have been a weight of the package on the proof of postage receipt, as the package was collected from my door by UPS (which i would've expected to be more secure) there is no proof of the weight of the sent package . When i have returned goods from other brands using UPS, i have been requested to not seal the package until UPS pick it up, however this was not part of the Christian Dior process for returns.

The item has obviously gone missing either whilst in the possession of the courier or at the return dept at Christian Dior, although they claim that there was no evidence of the package being tampered with (how they ascertained this a week after the package had been received is a mystery to me) 

The item in question cost £540 so is a considerable amount of money to lose and i would be grateful for any advice from anyone who has encountered a similar experience or can tell me of my consumer rights on returns in this instance.

Thank you in advance

JJ_Egan

Is this a UK company ??

I am reading it as a French company so no UK CR .

spaceplan9

yes they are a french company 

visidigi

spaceplan9 said:

I bought 5 items online from Christian Dior for my daughters 18th Birthday (knowing i would be returning some of them as i wanted to give her a choice) . 

After her birthday I initiated the Christian Dior process for the return of 3 items and packaged them as i had received them, once a return is requested Christian Dior arrange for UPS to pick up the package and then send confirmation once the package has been collected by UPS . 

I have only received a refund for 2 of the 3 items, as Christian Dior are claiming that there were only 2 items contained in the package they received. After lengthy waits on the phone and very difficult and unhelpful conversations with numerous customer service reps, Christian Dior claim to they have carried out an internal investigation and are adamant that there were only 2 items in the return and they will not be refunding the cost of the missing third item. 

I have spoken to my credit card company and they have created a charge back request with MasterCard, however they have told me that without proof of the item being in the package (eg a photo of the package containing all 3 items) or the wight of the package sent, it is my word against theirs and I am unlikely to receive my refund. 

If this had been posted at my local post office like most returns there would have been a weight of the package on the proof of postage receipt, as the package was collected from my door by UPS (which i would've expected to be more secure) there is no proof of the weight of the sent package . When i have returned goods from other brands using UPS, i have been requested to not seal the package until UPS pick it up, however this was not part of the Christian Dior process for returns.

The item has obviously gone missing either whilst in the possession of the courier or at the return dept at Christian Dior, although they claim that there was no evidence of the package being tampered with (how they ascertained this a week after the package had been received is a mystery to me) 

The item in question cost £540 so is a considerable amount of money to lose and i would be grateful for any advice from anyone who has encountered a similar experience or can tell me of my consumer rights on returns in this instance.

Thank you in advance

All returns from the/to the high end fashion houses (and even some of the lower ones) are done under full camera CCTV/recording which is used for disputes etc.

UPS should have a weight of the package when it went through the network - what does their tracking say? Does it weigh more than the two items that CD got?

The item missing, is it small/lightweight?

spaceplan9

Thank you for your reply . the missing item is a gold finish choker chain and so although light it is a lot heavier in comparison to the the other two items which were rings . However the packaging is probably the heaviest part of the shipment 

JJ_Egan

spaceplan9 said:

yes they are a french company 

Then no Consumer Rights in the UK .