Klarna and small business

JoGee

Long story short, I returned some items to a small online clothing business. I sent them tracked and I know they arrived within the returns window. I even have a photo of the parcel in their office. They have refunded me for some items but then said the rest of the parcel didn’t arrive till this week and it’s outside the return window. This isn’t possible it was one parcel and arrived intact.

The business won’t refund me and their customer service has been vile to the point of bullying. I paid with klarna pay in three instalments. Klarna have put payments on hold while they investigate. 

Is there anything else I can do - value is £120 so not insignificant.

Alderbank

JoGee said:

Long story short...I even have a photo of the parcel in their office...

I think we need the long story

LaHostessAvecLaMostess

Alderbank said:

JoGee said:

Long story short...I even have a photo of the parcel in their office...

I think we need the long story

Many couriers are now taking pictures of items being delivered, which potentially might be inside an office building.

Sandtree

So what they are really saying is that some items were missing from the parcel?

It seems to be that they are under the impression that you sent two parcels and they've only received one?

Alderbank

LaHostessAvecLaMostess said:

Many couriers are now taking pictures of items being delivered, which potentially might be inside an office building.

I agree. The 'small online business' might well rent space in that office building. Reception passed the parcel to another tenant who opened it before realising it was not theirs. 
That would explain what happened but we won't know until the OP tells us.

JoGee

I sent one large parcel to them from two separate orders which they said was fine. I bagged both orders separately then put them together in one big bag. The parcel was delivered directly into their office and they accept that the parcel arrived. They are saying a separate parcel arrived this week, there was no separate parcel it was all in one bag. The photo shows the big bag all intact.

I think they mislaid one of the small parcels and have now found it and there’s been a mix up somewhere. I’ve been really pleasant and said could they just return the items to me, they have been rude and said not unless I pay £3.99 to return them. I’ve escalated it and got a response that I’ve made the company director feel stressed and affected her mental health. It’s ridiculous. 

kaMelo

JoGee said:

I sent one large parcel to them from two separate orders which they said was fine. I bagged both orders separately then put them together in one big bag. The parcel was delivered directly into their office and they accept that the parcel arrived. They are saying a separate parcel arrived this week, there was no separate parcel it was all in one bag. The photo shows the big bag all intact.

I think they mislaid one of the small parcels and have now found it and there’s been a mix up somewhere. I’ve been really pleasant and said could they just return the items to me, they have been rude and said not unless I pay £3.99 to return them. I’ve escalated it and got a response that I’ve made the company director feel stressed and affected her mental health. It’s ridiculous. 

I think that's what might have started the problem. You have had two orders but they will see only one of those orders returned initially, they've certainly only got tracking for one parcel. Only now after investigating they have realised they have both orders.

I know it's frustrating but calling them rude is not productive or helpful in solving the problem, stay factual and focus on the resolution you would like. Likewise their response about stressing the company director is just plain ridiculous, being a company director is a stressful position, if they can't handle the stress get out.

As for the resolution you want, keep it simple and factual and don't get drawn into side issues like reposting the parcels to you. You returned the items within the returns window and would like a refund (or not have to pay Klarna) That's all that matters.

Whilst this is no use to you now and feels like closing the gate after the horse, always keep different orders separate when returning. If they came as two orders then send two parcels back as it keeps the barcode tracking accurate.