Nike refusing to provide refund

Teacup1

Hoping someone may be able to provide advice. Slightly concerned since I’ve seen a few similar posts re Nike on the boards here and they seem reluctant to provide refunds.

 

I sent back a pair of Nike trainers end of May (too small) using Royal Mail 48hr tracked label Nike provided.

I have proof of postage, screen shot of proof item was delivered using the tracker number. No refund from Nike. 

Nike claim they received an empty box, proof of postage states weight was 1288g, informed me I need to dispute with Royal Mail. I have raised a dispute with Royal Mail. I checked retail ADR consumer rights site and Nike is not listed as a retailer to raise a complaint against. Nike also have no complaint option in their website. Only a ‘provide feedback’ which their website states will not be responded to. I can see Royal Mail coming back in 30 days stating they did indeed deliver the item and I’m back to the square one brick wall of Nike. 

Welcome any other suggestions of how to fight this to get my money back, thanks. 

Aylesbury_Duck

How did you pay for the trainers in the first place?  Card?

DullGreyGuy

Did you choose and pay for the Royal Mail yourself or did Nike give you a prepaid label to use?


Footwear being a non-regulated industry means they have no legal obligation to have a publicised complaints policy nor be part of any ADR scheme. The Retail ADR is the only company I've known thats been  stopped from calling itself an ombudsman for not meeting the required standards and so personally wouldnt be too concerned if a company wasnt paying Retail ADR for services.

Teacup1

Thanks both. 

ADuck: paid for trainers using card, via online purchase. 

DGGuy: used the Royal Mail tracker label Nike provided. I did not pay for postage. 

Teacup1

To clarify DGGuy: I cannot raise a complaint via retail ADR since Nike is not listed, so it will not allow you to proceed on the website to make a complaint. Have to select a company. Is my only option to try general ombudsmen?  

Aylesbury_Duck

How much was the sales value?

Royal Mail is probably futile because you're not their customer.

Write to Nike, giving them 14 days to refund you or you will take action by speaking to your card provider and if they can't help, by instigating small claims action.

DullGreyGuy

Teacup1 said:

To clarify DGGuy: I cannot raise a complaint via retail ADR since Nike is not listed, so it will not allow you to proceed on the website to make a complaint. Have to select a company. Is my only option to try general ombudsmen?  

That was clear from the original post... just saying that personally I'm not the greatest fan of ADRs in general but particularly not this one.

There is no general ombudsman, there are statutory ombudsman like the FOS where companies are obliged to be covered by it and there are discretionary ones like the Furniture Ombudsman run by private companies. Was just saying the company now known as Retail ADR used to be called the Retail Ombudsman but were instructed to rename themselves having failed to meet the required standards of an ombudsman.


As they paid for the postage and chose the courier/method etc I would really push that its on them to make a claim against their chosen courier if there were any problems with the items on return. I'd also remind them that as you've used their service, rather than your own, the timescales for them providing your refund starts from the collection of the item. 

pinkshoes

Teacup1 said:

Thanks both. 

ADuck: paid for trainers using card, via online purchase. 

DGGuy: used the Royal Mail tracker label Nike provided. I did not pay for postage. 

As THEY provided the return label, then it is THEM who have the contract with RM. As you can prove that the correct weight parcel was sent, and they're now claiming it was empty, then you should be able to contact your card provider for a refund.

I'd try NIKE again giving them a deadline when to refund, as suggested above.

Last case scenario is a small court claim which you would win.

Teacup1

Thanks ADuck: responses to your Q’s below

How much was the sales value? £114.95

Royal Mail is probably futile because you're not their customer. Yep, agree (plus their website states will only compensate £100) and already told Nike this, they are like a wall saying it has nothing to do with them and they will continue with the empty box response until I hear back from RMail. I also stated that this has nothing to do with me as the consumer. I have followed all steps using their label, have proof of postage and proof of delivery and need a refund. Response from Nike: ‘we will continue to deny this and ending the chat now to support other customers who need help’!?  It’s like a horrid loop. 

Write to Nike, giving them 14 days to refund you or you will take action by speaking to your card provider and if they can't help, by instigating small claims action. Cannot locate an address to write to, to make a formal complaint, they have nothing online that I can find… 

Teacup1

Thanks DGGuy: for the background in retail adr, got it. response in bold to your other comment: 

As they paid for the postage and chose the courier/method etc I would really push that its on them to make a claim against their chosen courier if there were any problems with the items on return. I'd also remind them that as you've used their service, rather than your own, the timescales for them providing your refund starts from the collection of the item. have tried this. As mentioned Nike are like a cold wall, just not budging and not providing a refund. I completely agree that it should not be left to me as the consumer to sort this out with RM. Any other org would sort this with the courier they use, never known anything like it. 

I’ll also try my bank to see if I can get the money back that way. 

Thanks Pink shoes: on the call today I asked Nike what is the next step once Rmail confirm they delivered the item, where does this leave me? They were careful not to commit and just repeated, we need feedback from Rmail first… 

Teacup1

I’ve also tried to contact them via Twitter @nikeservice they just send you back to the online chat, who then cut you off when you continue to ask for the refund. In short will never order from Nike again.