Order Running shoes got cheap sunglasses bank not willing to help

locka

I brought some Mizuno running shoes from what I thought was genuine outlet shop.  However  what arrived was instead a pair of cheap sunglasses.   I never had issue online before and normally take care.  When I looked further into the emails and the address which was from china it turns out they are are scam address .  Email where from orders@supporthome24.com

I spoke to my bank Santander regarding this purchase was made on my debit card and was £80.  I have explained to them all information, have advised them that it scam as email address can be googled and countless other people had similar problems but for different branded items.  Senders address is not related to Mizuno.  Plus Mizuno they don't sell sunglasses so there is no way if this was genuine can it be a mix up.

Unfortunately Santander, where not willing to help until I'd spoke to the scam site.  I there for spoke to scam site and explained I have never received the shoes.  They advised item was tracked and that I did.  When I explained what was sent and showed them proof of the box.  I have asked for a full refund however they insist they would like me to send back the glasses.   See email below.  Now if it was a company that was genuine I would perhaps consider it.  But fearful of doing this with a scam.  Not sure if there is any further chance of me getting even further problems.

Does anyone have any ideas or perhaps had issue from purchases that emails from a company using this address orders@supporthome24.com

"Dear customer.

Thanks for your email,

If you don’t want to exchange, according to the company’s regulations, we can provide you with the following solutions:

1. We will apply for a 30% refund,at the same time,you can keep the product you received.

2.You can return the item you received to us,we will refund you in full after we receive the returned package.

Waiting for your reply.

Best regards.

Customer Service Department"

shiraz99

Forget the email address, can we have a link to the website please?

powerful_Rogue

locka said:

I brought some Mizuno running shoes from what I thought was genuine outlet shop.  However  what arrived was instead a pair of cheap sunglasses.   I never had issue online before and normally take care.  When I looked further into the emails and the address which was from china it turns out they are are scam address .  Email where from orders@supporthome24.com

I spoke to my bank Santander regarding this purchase was made on my debit card and was £80.  I have explained to them all information, have advised them that it scam as email address can be googled and countless other people had similar problems but for different branded items.  Senders address is not related to Mizuno.  Plus Mizuno they don't sell sunglasses so there is no way if this was genuine can it be a mix up.

Unfortunately Santander, where not willing to help until I'd spoke to the scam site.  I there for spoke to scam site and explained I have never received the shoes.  They advised item was tracked and that I did.  When I explained what was sent and showed them proof of the box.  I have asked for a full refund however they insist they would like me to send back the glasses.   See email below.  Now if it was a company that was genuine I would perhaps consider it.  But fearful of doing this with a scam.  Not sure if there is any further chance of me getting even further problems.

Does anyone have any ideas or perhaps had issue from purchases that emails from a company using this address orders@supporthome24.com

"Dear customer.

Thanks for your email,

If you don’t want to exchange, according to the company’s regulations, we can provide you with the following solutions:

1. We will apply for a 30% refund,at the same time,you can keep the product you received.

2.You can return the item you received to us,we will refund you in full after we receive the returned package.

Waiting for your reply.

Best regards.

Customer Service Department"

Unfortunately might be one you will have to chalk up to experience. Personally I would cut my losses and accept the 30% refund. If you try and return the item, it will never make it back to them.

A chargeback will fail as they have tracking information. Will be a lot of 'your word vs their word' in regards to the contents of that package.

What's the website URL?

locka

Thanks this is site

https://emea.mizuno.com/uk/en-gb/home/?gclid=EAIaIQobChMI4NmH5bLI-AIVgZ7tCh0CzAX3EAAYASAAEgKE1PD_BwE

TELLIT01

Unfortunately this is a common scam from sites in China.  For chargeback you may be required to return the incorrect item to the vendor before the bank will act.  That can cost more than the original item, so you end up in a lose-lose situation.  I got caught like that once but, strangely, the vendor also used a 3rd party site to protect the payment.  That site refunded me very quickly when I reported the scam.

user1977

locka said:

Thanks this is site

https://emea.mizuno.com/uk/en-gb/home/?gclid=EAIaIQobChMI4NmH5bLI-AIVgZ7tCh0CzAX3EAAYASAAEgKE1PD_BwE

Are you sure that's the site you bought from? That's the genuine Mizuno site.

locka

Opps nope it was this one

https://www.mizunooutletuk.com/

Manxman_in_exile

@locka -  is it really the case that Santander aren't willing to help, or have they simply asked you to try to sort it out with the trader first?

My understanding (although I may be wrong) is that when asked to action a chargeback most banks prefer the customer to have at least tried to resolve the issue with the trader themselves.  What's the point of going to the trouble of processing a chargeback if the trader would have refunded anyway if first asked to do so?

Now that you have that email from the Chinese trader you can go back to Santander with evidence that you have tried to sort it out but the trader has refused. Say to Sanatander: "Look at this!  It's obviously a scam as they sent me the wrong goods but will only offer a 30% refund!"

Then you tell Santander you want them to process a chargeback.  If they refuse again, ask them to explain why they won't do it, and if you aren't satisfied with their explanation, make a formal complaint.

NB - This is a debit card purchase for £80, yes?  Emphasise to the bank you want them to do a chargeback.

locka

Manxman_in_exile Thanks yes you are correct they have asked me to try.  Despite me finding them out to be scam.  Not least from google but also from looking at there internet email headers as well.  I was reluctant too.

I will try going back to Santander and seeing if they will now expect last email as proof they are not willing to pay back full price.  I will also ask for a chargeback.  Ill make a formal complaint. 

Is there any time-limit on this as ive been trying for a few months

Manxman_in_exile

TELLIT01 said:

Unfortunately this is a common scam from sites in China.  For chargeback you may be required to return the incorrect item to the vendor before the bank will act.  That can cost more than the original item, so you end up in a lose-lose situation.  I got caught like that once but, strangely, the vendor also used a 3rd party site to protect the payment.  That site refunded me very quickly when I reported the scam.

@locka -  the point made above is a good one.  It might be worthwhile trying to find out how much it would cost to return it before going back to Santander for a chargeback.  If the cost is prohibitive, point this out to Santander and ask them for advice as to how best to approach this from a chargeback point of view.

I think it's important you ask Santander for advice as to how to proceed because you only get one chance at a chargeback, so you don't want it to fail the first time as you won't get a second bite at the cherry.

There's also always the possibility that the trader will challenge a chargeback and it will be reversed - leaving you out of pocket.

Your problem is that having bought from a dodgy Chinese trader there's a reasonable chance you will get stuffed one way or another.  You could try taking up their offer of a 30% refund and keep the glasses, but they would work out quite expensive.  And how do you know you'll get your 30% back... ?

(@born_again is an expert on chargeback.  They might have a better answer)

Manxman_in_exile

@locka -  there is a time limit on chargebacks but I'm not sure what it is.  120 days?  180 days?