Retailer not refunding.

Jak1211

Hello,

I wonder if anyone can help me.

I purchased something on offer from lookfantastic about 6 or 7 weeks ago and purchased 10 of the same item.

When the items arrived, I realised I had ordered the wrong size, which is probably why it looked so cheap.

I decided to return the items within the 14 day cooling off period, but lookfantastic only refunded me for 1 item.

When querying this, they advised that the warehouse team has only received one. This isn't the case, as they were all packaged together in the box they came in.

After explaining this, they finally agreed to refund the rest of the money which would take 5 days.

10 days  passed and I received nothing, so I messaged them again and they have gone back to their original stance of not receiving all the items, so they need to check with the warehouse team.

I'm not really sure what next step to take here. They aren't doing anything to resolve my issue. They definitely have the items and I'm £100 out of pocket.

Unfortunately I didn't pay using a credit card, so I don't have that to fall back on.

Can anyone advise? I threatened I would go to trading standards but that didn't seem to do anything either.

Aylesbury_Duck

Why haven't you followed through on your threat to go to trading standards?  There's little point making empty threats because the retailer will work out you're bluffing.

nyermen

Who arranged the return?

If it was yourself, then who did you use / what service from them? Ask because there may be information recorded, clearly 10 of an item will be far larger / heavier than 1 item, and these are often recorded by delivery companies.  Plus delivery companies are picky about package size so the cost may be clearly more than 1 item.

Jak1211

Aylesbury_Duck said:

Why haven't you followed through on your threat to go to trading standards?  There's little point making empty threats because the retailer will work out you're bluffing.

That was mentioned in my last message to them and have yet to hear anything back regarding that.

Jak1211

I used the retailers return label via Hermes.

The parcel was tiny and light, so the weight and size wouldn't of been an issue.

Aylesbury_Duck

Jak1211 said:

Aylesbury_Duck said:

Why haven't you followed through on your threat to go to trading standards?  There's little point making empty threats because the retailer will work out you're bluffing.

That was mentioned in my last message to them and have yet to hear anything back regarding that.

I get that, but have you actually spoken to Trading Standards?

Jak1211

Aylesbury_Duck said:

Jak1211 said:

Aylesbury_Duck said:

Why haven't you followed through on your threat to go to trading standards?  There's little point making empty threats because the retailer will work out you're bluffing.

That was mentioned in my last message to them and have yet to hear anything back regarding that.

I get that, but have you actually spoken to Trading Standards?

Not yet, no.

Manxman_in_exile

Trading Standards are unlikely to help in individual cases - that's if you are even able to contact them.  (They aren't really interested in helping members of the public in this way).

If you can't resolve it with the retailer your only real option is a Letter Before Action and sue them.  (That's assuming the amount in question makes it worth your time - you don't say).

If you used the retailer's own pre-paid lable and courier, what proof do you have regarding the package - noting they can't say they received nothing at all?  

See s34(5)(b)  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)

Unless the retailer decides it will be less bother to just pay up rather than fight the case, it will then come down to who the court believes: you, sending back all 10 items, or them, that you only sent back one.  (Note: You only need to establish, on the balance of probabilities, that you sent back ten, not that they received ten).

Aylesbury_Duck

Jak1211 said:

Aylesbury_Duck said:

Jak1211 said:

Aylesbury_Duck said:

Why haven't you followed through on your threat to go to trading standards?  There's little point making empty threats because the retailer will work out you're bluffing.

That was mentioned in my last message to them and have yet to hear anything back regarding that.

I get that, but have you actually spoken to Trading Standards?

Not yet, no.

That was my point.  You made the threat, they appear to have assumed it was an empty threat and they were right.

Try and contact Trading Standards to at least follow through on your threat.  As Manxman says, you may not get anywhere, but if you're determined to get a resolution, you need to show the retailer you mean business.   If, as advised above, you end up going down the small claims route, they may also ignore your letter before action so you need to be prepared to back it with action.

TELLIT01

How did you pay for the items?