Flannels Refusing to Refund all items

screech_78

As someone who works in high level complaints and have come across this exact scenario a few times, I can honestly say that anyone who sent in a video of themselves packing the items for return would only make me very suspicious. As if they knew it wouldn’t all go to plan. 

It’s most likely an error but if they don’t agree with your version, you would have to go to small claims and see who the judge believes. You’re not entitled to see the CCTV at this time. 

eskbanker

screech_78 said:

As someone who works in high level complaints and have come across this exact scenario a few times, I can honestly say that anyone who sent in a video of themselves packing the items for return would only make me very suspicious. As if they knew it wouldn’t all go to plan. 

It’s most likely an error but if they don’t agree with your version, you would have to go to small claims and see who the judge believes. You’re not entitled to see the CCTV at this time. 

I hadn't quite anticipated so much focus on this when asking if OP's son had any such evidence, but, for the avoidance of doubt, I wasn't suggesting that he should have submitted it to the merchant, and was simply asking if he had anything that would counter the merchant's evidence and bolster his case in the event that it went to court.

Nellyw

Thx all - for the responses.  We are taking it as far as we can go through resolver then my lad will have to decide if he wants to take them to small claims court.  IF he has any more items like this to return he will take them back to a physical shop (which flannels have in another city). 

Manxman_in_exile

Bear in mind that a physical Flannels store might not accept returns which were bought online.  He will need to check first.

bris

A customer photo'ing or recording parcelling something really means nothing. It can easily be recorded then taken out so will never be trusted to be true.

If they have CCTV then they will present it in court if it came to it but will not release a recording of an employee to anyone as it's confidential.