NIKE refusing to refund me - missing package

jimmy_uk_2

I returned a NIKE order using their supplied pre-paid returns label with collectplus. I dropped off this return on the 20th May and received an emailed e-receipt as proof of drop off.

25 days later the tracking has not moved from the day I dropped it off, but it does show I dropped it off. I have contacted NIKE many times enquiring about the status of my refund and supplied photos of the return package with the supplied pre-paid label and the E-RECEIPT in their request. They have told me they cannot refund until they receive the package, when I stated the above information I was told a senior team would investigate and I would be contacted. It looks like the package has gone missing or has been stolen and to date I have not been contacted by NIKE. 

Today when I chased once again I have been told that the senior team do not accept my proof of return because the photo of the return label they supplied, does not show the weight of the package. They stated once again that I would not get a refund until they receive the package and that I would need to make a claim with the courier if I believe the package has gone missing. They are correct that the label does not show the weight of the return but they supplied the label so how is this my fault? Also, I believe as they supplied the pre-paid returns label that the contract for shipping is between NIKE and collectplus - NIKE don't agree and won't offer any further assistance. 

Collectplus have used Yodel for collection and have said they will investigate but I need to take up the issue with NIKE.

The problem I have is I paid with the dreaded PayPal so while I can raise a claim they could easily rule against me and yet I have done everything I could and now I'm stuck. Please can anyone advise. 

tightauldgit

If they provided the return label then as you say the contract is between Nike and the courier and its Nike who need to claim for a lost parcel. The difficulty comes in enforcing this of course - is it worth a court claim? 

It's yet another of these threads about returns where the company don't seem to understand or comply with the law but I'm never quite sure how any of them get resolved. 

jimmy_uk_2

I'm stumped. I think my credit card protection is out the window as they paid PayPal and PayPal paid Nike right? 

km1500

yes if you paid by Paypal you lose your CC rights and have to rely on PP buyer protection

Ectophile

jimmy_uk_2 said:

I'm stumped. I think my credit card protection is out the window as they paid PayPal and PayPal paid Nike right? 

If PayPal were just acting as a payment provider, then it's no different from any other merchant using a payment provider.  The Consumer Credit Act still applies.

If it was a PayPal account, have you checked your rights with them for a redund?

jimmy_uk_2

I have raised a claim with PayPal as Nike is ignoring me now. Fingers crossed PayPal do the right thing, if not I will contact Mastercard and see what they can do. Not holding my breath. 

jimmy_uk_2

Also, I cannot find any contact information with Nike to raise a complaint. I'm genuinely surprised at just how terrible Nike customer service is for such a huge company but a little bit of searching brings up negative review after negative review!

elsien

According to Resolver, Nike will only respond to complaints raised via their Live Chat service.

jimmy_uk_2

Well, mission achieved finally. I continued to contact lobe chat and twitter everyday day until I got my refund. Either it was my persistence or maybe I just got a chat agent that gave a damn? I've been refunded and closed my Nike account.

Thanks for everyone's contributions.