Sent tracked return, delivered and they still won’t refund

Herbie73

Hi please can I get some advice? Bought a pair of shoes from converse; decided to return them and as their free label was parcelforce and I couldn’t get to a post office to use the label, I paid for tracked returns through Royal Mail and had the parcel collected. I tracked it and it was delivered on the 14th. I contacted converse who asked for all the evidence which I provided but they say as they cannot tell what was sent to the address and delivered, they will not refund me! They cannot locate the parcel, I have shown that the label to converse was the tracking number I gave them, shown that tracking number is delivered and shown the parcel collection confirmation email. I am raging about this and cannot see how this can be right! I have sent them the item, they have it and they won’t refund me because their label wasn’t used? This is not stated on the label, they haven’t said this on the paperwork they sent with the item so how can this be right? Can someone help me please? This is my daughters really, her Christmas money spend and she keeps asking me when can she order a different pair…I haven’t told her yet that this company have ripped us off (I won’t tell her, I shall have to cover it myself) I am so cross. Please can someone advise me?

visidigi

The company havent ripped you off.

Did you confirm with them that non parcelforce return methods were allowed? It maybe that Parcelforce has an arrangement that means they get delivered to converse in a certain way.

A royalmail delivery may not be compatible - just because you copied the address label from parcelforce doesn't mean its allowed/possible. Did you check or are you assuming because it didnt say you could that its possible?

It says here that you need to use their label....because if you lose it you should ask for another.

https://www.converse.com/uk/en/order-status/Your+Order+Status-FAQ.html

How do I return my Converse.com order?

Converse.com will gladly refund any unworn merchandise bought on Converse.com.

All Converse.com orders include a return label in the box. Please follow the return instructions on the label.

1. Pack your product(s) and completed return form in box and close with tape.
2. Peel off the return label and stick it on the box.
3. Return your package to the carrier indicated on your label and keep your proof of postage.

If you lost your return label, it is damaged or if you'd like to return a Converse By You (customized) order, please Contact Us, so we can send you a return label and provide you with the instructions.

Herbie73

Hi no I didn’t double check with them; so despite me having tracked the return to them they don’t have to refund me? Surely they have to locate the item at least and send it back to me? I can’t just lose all Thai money? 

Aylesbury_Duck

Herbie73 said:

Hi no I didn’t double check with them; so despite me having tracked the return to them they don’t have to refund me? Surely they have to locate the item at least and send it back to me? I can’t just lose all Thai money? 

You paid in baht?  Is this a UK retailer?

Herbie73

Hah no autocorrect! Was meant to say ‘this’

Ergates

They *should* at least attempt to locate the parcel and find them items.  However, if it's a large site (multiple offices, warehouses, etc), and it didn't arrive via the normal route this *may* be difficult.  Looking for a particular shoe-box in a warehouse full of shoeboxes.

Herbie73

So I have to accept the loss? Gutted

Ergates

Herbie73 said:

So I have to accept the loss? Gutted

You could contact them and insist they carry out some kind of best endeavors search for the item (they might have already done this).  They can't just shrug and say "you didn't use our label therefore you get nothing" .  But you also need to bear in mind that even if they do this (and it'd be hard to know if they did) they might genuinely not be able to find the shoes.

sheramber

 Can Royal Mail give you any information on where they delivered to.

For instance RM may deliver to the office where as Parcel  Force deliver to the warehouse. Your parcel may be sitting in an office until somebody gets round to delivering it to the right place. That may not be somewhere they normally go, so a special trip is needed.

Herbie73

I can try and ask Royal Mail, not sure I’ll get anywhere with them but worth a try. Converse are just sending the same reply each time saying as I didn’t use their label then that’s it. Feel like they should try and help me but they just won’t. Really a very upsetting experience. 

Manxman_in_exile

You haven't said why you were returning them or when you returned them.

(1)  If you were returning them under Converse's own returns policy (eg within 30 days or whatever it says) then you need to abide by their rules because it's their policy.  So if they say you have to use their return label, then you need to use their return label.

(2)  But if you are returning them because they are faulty, or because they don't otherwise conform to contract, then you are enforcing your statutory rights under the Consumer Rights Act 2015 and, in my view, it should be sufficient for you to demonstrate that you have returned them to the seller.  That ought to be enough to get a refund.

(3)  If you are exercising your "change of mind" statutory right to cancel within 14 days and return a distance sale, my understanding of s35(3)(a) and (b) of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, is that if the trader has provided you with a return address, then that is where it needs to be sent to.  Whether that means you have to use the supplied returns label or whether it is sufficient to copy the address, I don't know...   The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk).

I think the main lesson here for everyone is that if you are returning goods to a trader - for whatever reason - and they have supplied a returns label, then you must use it if you don't want to risk the goods getting lost.