Company not refunding full order value

NS1

I purchased some used tech online from a well known used entertainment and electronics store, I made the initial purchase then immediately made a 2nd purchase of an item I needed for it to work the way I wanted it to.

Any way, I received two separate packages, when I sent them back (with in 14 days) I packed everything in one box and included both invoices but the company has only refunded me for one item. Someone in their DC obviously hasn't checked the goods against the invoices and are now claiming that there was only the one initial item in the box, despite there being the additional item which is always sold as an additional add-on.

Where do I go from here? Nobody seems to realise that the only way to get the package I purchased is to buy the items separately.

Alderbank

NS1 said:

I purchased some used tech online from a well known used entertainment and electronics store, I made the initial purchase then immediately made a 2nd purchase of an item I needed for it to work the way I wanted it to.

Any way, I received two separate packages, when I sent them back (with in 14 days) I packed everything in one box and included both invoices but the company has only refunded me for one item. Someone in their DC obviously hasn't checked the goods against the invoices and are now claiming that there was only the one initial item in the box, despite there being the additional item which is always sold as an additional add-on.

Where do I go from here? Nobody seems to realise that the only way to get the package I purchased is to buy the items separately.

Was it someone like Cex or Cash Converters perhaps?

Some of these companies don't despatch from one central depot but send items from the individual shops around the country where they were bought in. Returning something to a shop which never had that item might be the root of your problem.

What was the shop and what were the items?

NS1

They were both purchased online and returned back to their online returns address. 

NS1

Thing is, it's not particularly difficult to see there are two separate items as all you had to do is look at both the order numbers on the returns label and then both a4 invoices placed inside the box and email correspondence stating the two separate invoice numbers and asking them to make sure both items get refunded.

WhiskersTheWonderCat

So they were two separate orders/purchases, and two separate returns? Did they provide the return shipping? You really should have sent them separately. 

eskbanker

NS1 said:

all you had to do is look at both the order numbers on the returns label

One returns label or two?