Returned multiple items - store claim one item is missing so won't refund

whitefiesta

Hi, tried searching for someone in a similar situation but unfortunately can't find any! I ordered multiple items from a clothing retailer (eight total) - I ultimately returned my entire order because the quality was terrible. I was well within returns policy etc so no problems there. However the store is claiming one skirt was missing from the parcel and they won't refund me! They have asked for proof of postage to prove the weight of the parcel, which I have provided, but they haven't come back to me since. I'm a little concerned because I don't see how the weight would prove anything - surely they're not going to test the weight of all 8 items with and without the skirt? It just seems like a ridiculous exercise. I thought about telling them to check CCTV in their warehouse but surely they'll just carry on denying it? What can I realistically do here if they keep denying me a refund - threaten to report them to Trading Standards? Would really appreciate any advice! 

cx6

How did you pay for the order?

whitefiesta

cx6 said:

How did you pay for the order?

Credit card fortunately - I haven't done a chargeback before so apologies if a stupid question - but can I request a chargeback for only 1 item from an order if they've refunded the rest? It's only £20 so it just seems so mad but it's the principle at this point: I'm not a thief!   

Brie

At a minimum you should be refunded for what they agree has been returned.  And then log a claim for the rest.  

Weighing the items won't prove anything as your postage weight would include packaging which they may or may not have thrown away by now.

I was fortunate in the opposite way that I had to return a number of items but also noted on my order that 1 item hadn't been sent to me despite the paperwork stating that it was.  Reputable firm so no dispute and I received the full amount.  

whitefiesta

Brie said:

At a minimum you should be refunded for what they agree has been returned.  And then log a claim for the rest.  

Weighing the items won't prove anything as your postage weight would include packaging which they may or may not have thrown away by now.

I was fortunate in the opposite way that I had to return a number of items but also noted on my order that 1 item hadn't been sent to me despite the paperwork stating that it was.  Reputable firm so no dispute and I received the full amount.  

Sorry I should clarify that I have received the refund for the rest of the items, so they admit the parcel has been received, but they're completely adamant that I didn't include this one skirt so they won't refund me for the it. (Weirdly I have also been in the situation you mention and had a positive resolution, which is perhaps why my present situation is so irritating!)

TheFrenchLad

I have had the same situation with END clothing. Except they are claiming 6 of the 7 items were not returned - that's over £200 worth of clothes!

I've just done a credit card chargeback as they won't budge.

born_again

whitefiesta said:

cx6 said:

How did you pay for the order?

Credit card fortunately - I haven't done a chargeback before so apologies if a stupid question - but can I request a chargeback for only 1 item from an order if they've refunded the rest? It's only £20 so it just seems so mad but it's the principle at this point: I'm not a thief!   

Be prepared for them to contest it on the basis they can prove what was received. (1 item short) thus you would lose & be redebited any refund for that item.

Ditzy_Mitzy

This seems, unfortunately, to be a situation of your word against theirs.  There's no obligation for them to provide a refund in the absence of the item, of course.  You say they should have it; they claim it wasn't in the parcel.  A refund has been given for everything that was received.  Something isn't right.  
If the company refuses to budge, the next step is a letter before action on the basis that the goods, the skirt, have been returned in accordance with the returns policy and a refund has not been forthcoming.  The firm may then choose to fight it, on the basis that they do not believe the goods actually have been given back.  Then it's court, potentially.  
Is it worth it?  Not for £20 in my opinion.