Merchant refuses to refund!

ldncase

OK. I've been in a couple of this samey case scenarios lately, and I'm extremely upset now, especially the amount of these 3 disputes are about £1000 in total. This time, I felt even angrier than the last one!

I placed an order on this famous department store's website. The item was slightly dirty, so I returned it using their free label provided inside the parcel. And here comes the samey nightmare:  the seller rejected to refund and claimed their decision is final!

I need to point these out that:

*The delivery method was provided by the merchant; THE MERCHANT or THE COURIER THEY  ARE IN PARTNERSHIP WITH should take full responsibility. Not the customer, not PayPal or the card issuer.

*The item was slightly faulty.

*I have the proof of postage.

*According the tracking, Royal Mail had successfully delivered the parcel. It is just their warehouse staff couldn't locate it(that's exactly what their CS said), so they refused to refund it simply because they didn't get or lost the item? 

I was rather shocked that they wanted to get rid of the responsibility by asking me to take this up to PayPal. 

I don't have many experiences with PayPal for this type of claims, but judging from what I've just said, I will get my refund, right? I don't think I'm responsible for any of this! 

Alderbank

It looks like you are using this famous store's returns procedure.

• What is the famous store? Every company has their own unique returns procedure.
• You have made 3 separate distance purchases from them, returned all 3 and lost out in some way to a total cost of £1,000?
• You say 'recently'. When exactly did you make each purchase and when did you return each one?
• Did you pay for each one using the same PayPal method?

ldncase

Alderbank said:

It looks like you are using this famous store's returns procedure.

• What is the famous store? Every company has their own unique returns procedure.
• You have made 3 separate distance purchases from them, returned all 3 and lost out in some way to a total cost of £1,000?
• You say 'recently'. When exactly did you make each purchase and when did you return each one?
• Did you pay for each one using the same PayPal method?

*A department store starts with 'F'.

*No, two to another famous merchant. They've been having logistics and warehouse change, many parcels were late, undelivered, or no refunds. Customers have had huge complains on Trustpilot, 1.6 star only!

*Let's not talk about other 2 purchases, I'm only focusing on the F department store. The order was made in August, and return was back in early September.

*All via PayPal.

sheramber

Is this the same case as you toher thread curently running

https://forums.moneysavingexpert.com/discussion/6476704/evris-blue-parcelshop-receipt-card-doesnt-work/p1

ldncase

sheramber said:

Is this the same case as you toher thread curently running

https://forums.moneysavingexpert.com/discussion/6476704/evris-blue-parcelshop-receipt-card-doesnt-work/p1

No. Same situation, different problem.

eskbanker

Were you simply following the retailer's returns policy or were you formally exercising your statutory right to reject faulty goods under the Consumer Rights Act?

Aylesbury_Duck

ldncase said:

*According the tracking, Royal Mail had successfully delivered the parcel. It is just their warehouse staff couldn't locate it(that's exactly what their CS said), so they refused to refund it simply because they didn't get or lost the item? 

Firstly, why all the mystery and cryptic references to a famous retailer beginning with F?  Just name them, it's perfectly acceptable and will help people understand their returns policy (if that's how they're treating your return, rather than as a statutory return).

Secondly, explain the paragraph I've quoted, above.  Has "F" actually said that they're refusing to refund because they've lost the item, or is that your speculation?  Did they give a definitive reason for not refunding you before you spoke to CS?

born_again

ldncase said:

Alderbank said:

It looks like you are using this famous store's returns procedure.

• What is the famous store? Every company has their own unique returns procedure.
• You have made 3 separate distance purchases from them, returned all 3 and lost out in some way to a total cost of £1,000?
• You say 'recently'. When exactly did you make each purchase and when did you return each one?
• Did you pay for each one using the same PayPal method?

*A department store starts with 'F'.

*No, two to another famous merchant. They've been having logistics and warehouse change, many parcels were late, undelivered, or no refunds. Customers have had huge complains on Trustpilot, 1.6 star only!

*Let's not talk about other 2 purchases, I'm only focusing on the F department store. The order was made in August, and return was back in early September.

*All via PayPal.

Can't think of one... Just name them like everyone else does please.

NBLondon

born_again said

Can't think of one... Just name them like everyone else does please.

Fenwick?  https://www.fenwick.co.uk/   Though not necessarily famous I'd say

strawb_shortcake

Flannels maybe?

ldncase

eskbanker said:

Were you simply following the retailer's returns policy or were you formally exercising your statutory right to reject faulty goods under the Consumer Rights Act?

Yes to both. It was a faulty one and I followed the return policy to send it back.