Zavvi - Returned items but not giving me a refund

DianeOC

Hi, I returned items to Zavvi in November and I have proof of posting, with the Royal Mail website confirming this was delivered to the correct address. I’ve now lost count of the number of messages I have sent asking for my refund. I said that I wanted to raise a complaint and then threatened to go to the ombudsman, but all I get back every time is holding emails saying someone is looking into it and no-one ever does.  I feel like they just don’t care what I say and feel they are just scamming me.  Can someone tell me what my rights are and what other actions I can take?

sheramber

How much did the items cost and how did you pay?

Alderbank

If you threaten to go to the ombudsman Zavvi will know that you are not serious. The RetailADR system (ombudsman) deals with hundreds of retail companies but Zavvi is not one of them.

Answer sheramber's questions then we can tell you the best way to proceed. There are a number of options open to you.

DianeOC

The returned items came to £40.95 and I paid on my Amex credit card via PayPal 

sheramber

Contact Paypal - make sure you do it within 180 days of the purchase.

Jenni_D

Did you pay via your Paypal account, or as a guest? If the latter then raise a chargeback request with Amex.

DianeOC

It was paid through my own PayPal account

Jenni_D

In which case follow @sheramber's advice.  

DianeOC

Thank you everyone. I’ll contact PayPal. 

DianeOC

This is the response I have received. But I’m confused because why would I check in with PayPal before I return an item? People return things all the time and you only go to PayPal if you have an issue! Where can I go from here?

Please note that you are not supposed to send the item without check with us. I shall tell you the main reason behind this. PayPal protection is offered to goods and service mode. So, we will have to check whether your reason for requesting the refund is covered under PayPal protection as well. For example, if the case is denied for you, then you will be in total loss as you do not have the item nor the refund if you had returned the item without checking with us.

Since you have already returned the item without checking us I am sorry we do not have any option to investigate further. 

The best way to resolve an issue with a payment is to communicate directly with your seller. Most sellers welcome the opportunity to work out problems and provide good customer service.