Retailer claiming not to have received return

Smurf100 Forumite Posts: 4
First Post
Hi, can anyone advise me what I should do next please?

I purchased a pair of shoes and a bag on Thursday 11th May online from Ruby Shoo.  Received the items on Saturday 13th of May, tried on as soon as received and couldn't get the right foot on, so requested a return for the shoes only via the Ruby Shoo returns option on their website and received a confirmation via email that the return request had been "accepted".  I took them to the nearest shop that deals with Yodel returns  - they printed a label (they scanned the barcode on the returns email from Ruby Shoo), put it on the parcel, kept the parcel and gave me a receipt.  The Yodel receipt shows that the shoes were received by Ruby Shoo on 17th May with full tracking.  

The policy online stated to wait 10 days for a refund.  I had not received one yet by Friday 26th May so emailed the company, no response, tried to call, no response.  Called 3 times in a row on Saturday and spoke to someone who said she is the owner and that there is no customer service telephone number.  Received an email later on that day stating that she could not see the shoes as having been returned via the Yodel website and asked if I had used the Yodel returns label.  I sent photo proof of the receipt, a screenshot of the Yodel website delivery confirmation and even called the delivery driver who confirmed that he delivered them and knows the company well.  

I have sent the screenshots via email in response to the owner and have heard nothing, also when I try to call the calls are not answered (it is a mobile telephone number).  There appears to be many bad reviews in terms of customers not receiving refunds.  Can anyone advise please what I should do now?



  • Smurf100
    Smurf100 Forumite Posts: 4
    First Post
    I should edit that the total cost of the purchase was £95.20 and the shoes returned cost £59.50.
  • born_again
    born_again Forumite Posts: 11,738
    10,000 Posts Fourth Anniversary Name Dropper
    edited 29 May at 2:07PM
    Give it a bit longer.
    As you spoke to them on Sat, & it is now Monday (public holiday) so odds on they are not working.

    How did you get the Yodel drivers contact info?

    Nice house, so clearly not a retail shop..
    Also trade as:
    Life in the slow lane
  • Smurf100
    Smurf100 Forumite Posts: 4
    First Post
    It was on the delivery information on the Yodel tracking website.  He appears to know the staff well, he said he is there every day. 

    Very nice house, I wasn't aware that it wasn't a physical shop.  I'll leave it a few more days and come back to this.  Thanks.
  • Brie
    Brie Forumite Posts: 7,446
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Just because something has been delivered doesn't mean that it's been booked into the online shop's systems.  I would have taken 10 days to mean 2 weeks so would give it until at least 1st June.
    "Never retract, never explain, never apologise; get things done and let them howl.”

    2023 £1 a day  £553.26/365
  • Smurf100
    Smurf100 Forumite Posts: 4
    First Post
    Ok thanks.  
  • km1500
    km1500 Forumite Posts: 1,736
    1,000 Posts First Anniversary Name Dropper
    since they paid for the return label then your return is complete once you hand it to yodel it is a relevant whether it is then delivered or not the risk is with them
  • Lavendyr
    Lavendyr Forumite Posts: 2,523
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    10 days or 10 working days?
  • screech_78
    screech_78 Forumite Posts: 349
    100 Posts First Anniversary Name Dropper
    From their website: 

    How soon will I get my refund?

    • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.
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