Flannels Refusing to Refund all items
in Consumer rights
15 replies 892 views
Hi - My son returned 6 items online to Flannels. He only received refunds for 5 items. When he finally managed to speak to them, they said that only 5 items were received. As this item was worth £220 you can image he was horrified! He pushed back and they said "We have CCTV so we are happy it was only 5 items". He asked for the CCTV evidence was told NO and that's the end of the discussion. They closed his chat and won't discuss it?
Any ideas pls?
Any ideas pls?
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If he's confident in his position he can always take them to small claims (or card chargeback), but those processes will inevitably weigh up the competing versions of what happened and if it's just his word against theirs then they could go either way....
It is very odd that they will not discuss the matter any further and also that they SAY they have CCTV footage - of WHAT exactly?! is what I'd be wanting to know. But they won't let anyone see that footage - that is weird. Anyone can SAY anything, can't they? I don't believe they have any CCTV footage at all.
And honestly, who ever makes a video or film of themselves packing up parcels for return?? Who has the time, for one thing? And who has a personal camera operator for another? I never have, and I've just prepared one today to go back to Amazon. That would never occur to any customer, unless they were very organised and maybe a little pedantic. Or had been asked to do that by the recipient. I DO always put a packing, or return slip in with the parcel though.
I don't think you can get a copy of the CCTV yourselves by law, no - but maybe someone acting on your behalf could at some point. (If there even IS any footage, of course - you only have their word for that.)
The following link might be useful -
And after going round the houses a few times via google, it appears that Flannels is part of the Frasers group - their details are in the link below.
and the current CEO is Michael Murray, I'd ask to speak to him - his full details seem to be missing but I can bet that he wouldn't let any company treat him the way your son has been treated. Ask for him by name.
I hope some of that is helpful because really, they can't get away with stealing in that sneaky way.