Asda George saying my item hasn’t been returned 23 November 2022 at 11:41AM in Consumer rights 1 reply 114 views

Mummaduck1981

I bought an Xbox game for my sons birthday. Realised it was the wrong one and not the version for the x version so ordered the right one and returned the other in store using their drop off box. Printed the returns label  in store. I don’t remember the machine giving me a receipt. Now they are saying they haven’t received my return and are refusing to refund me unless I send a picture of the returns receipt. I asked about it in store and a George colleague said that the machine doesn’t always print the receipts. I paid with my debit card so can’t use the section 75? This item was part of a larger order. I have emailed them asking them to check the cctv. I don’t know what else to do. I can see their point of view but I really can’t afford to lose £50 😩

MattMattMattUK

Mummaduck1981 said:

I bought an Xbox game for my sons birthday. Realised it was the wrong one and not the version for the x version so ordered the right one

I am pretty sure that all games work for the Series X under smart delivery?

Mummaduck1981 said:

and returned the other in store using their drop off box. Printed the returns label  in store. I don’t remember the machine giving me a receipt. Now they are saying they haven’t received my return and are refusing to refund me unless I send a picture of the returns receipt. I asked about it in store and a George colleague said that the machine doesn’t always print the receipts. 

I would ask in store if they have a log of what was returned, you can also ask them to check CCTV depending on how long ago it was and if you know when you did it, but they are not obliged to check the CCTV.

Mummaduck1981 said:

I paid with my debit card so can’t use the section 75? This item was part of a larger order. I have emailed them asking them to check the cctv.

It is not covered under S75 as the item needs to be over £100. It would be denied Chargeback because they are saying you never returned the item and you have no evidence that you did. 

Mummaduck1981 said:

I don’t know what else to do. I can see their point of view but I really can’t afford to lose £50 😩

You can try asking in store if they can help, but they probably cannot. You can wait, in the hope that it might turn up, but unfortunately you probably have to chalk this one up to experience.