Merchant refuses to refund!

Alderbank

Neither of those are really famous though.

Fortnum & Mason's returns and refunds policy is here: https://www.fortnumandmason.com/delivery-information

ldncase

Aylesbury_Duck said:

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?

*I think that's a cultural difference. Where I'm originally, some companies would take actions against customers' reviews, for the reason their reputation being damaged or something. 

*The return tracking number clearly shows the parcel has been delivered. But according to the merchant, their version becomes 'the product'(not the parcel) has never been scanned in the warehouse. They said they've also escalated it with Royal Mail, and RM cannot confirm the return location nor the delivered was made. For that, I contacted RM to double check, and I was told that parcel was for sure delivered. 

Aylesbury_Duck

ldncase said:

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.

That's a bit ambiguous.  I think what eskbanker is getting at is whether you returned the item under F's returns policy (which will probably go beyond your statutory rights and allow change-of-mind returns, but I can't be sure because you won't name the retailer) or whether you stated you were returning it because it was faulty.

Aylesbury_Duck

ldncase said:

Aylesbury_Duck said:

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?

*I think that's a cultural difference. Where I'm originally, some companies would take actions against customers' reviews, for the reason their reputation being damaged or something. 

*The return tracking number clearly shows the parcel has been delivered. But according to the merchant, their version becomes 'the product'(not the parcel) has never been scanned in the warehouse. They said they've also escalated it with Royal Mail, and RM cannot confirm the return location nor the delivered was made. For that, I contacted RM to double check, and I was told that parcel was for sure delivered. 

* Understood, but that's not the case here.  As long as you remain factual you are entitled to state who the retailer is.

* so it seems that they are saying they haven't received the delivery, or that it having been delivered, they've mislaid it.  Neither of those are your responsibility if you used their returns process, and you seem to have evidence it was delivered, which means you certainly have evidence of having posted it.

From what I can see, you are entitled to a refund and F shouldn't be passing the responsibility to Paypal, but if Paypal will intervene, what does it matter to you where the refund comes from?  If Paypal won't help, you might try a Letter Before Action asking F for a refund within 14 days or you'll take them to court, but if they don't respond, you'll have to go through with it.  How much was the item?  You'll need to decide if it's worth the hassle.

ldncase

Aylesbury_Duck said:

ldncase said:

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.

That's a bit ambiguous.  I think what eskbanker is getting at is whether you returned the item under F's returns policy (which will probably go beyond your statutory rights and allow change-of-mind returns, but I can't be sure because you won't name the retailer) or whether you stated you were returning it because it was faulty.

It was faulty.

The return method was provided by them, and I completely followed the return guides to send it back. It is just either their warehouse or Royal lost the parcel.

eskbanker

ldncase said:

Aylesbury_Duck said:

ldncase said:

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.

That's a bit ambiguous.  I think what eskbanker is getting at is whether you returned the item under F's returns policy (which will probably go beyond your statutory rights and allow change-of-mind returns, but I can't be sure because you won't name the retailer) or whether you stated you were returning it because it was faulty.

It was faulty.

The return method was provided by them, and I completely followed the return guides to send it back. It is just either their warehouse or Royal lost the parcel.

The question isn't so much whether or not it was faulty, it's whether or not you advised them that it was faulty, and whether or not you clarified that you were therefore exercising your right to reject it under the Consumer Rights Act?

Exodi

ldncase said:

Aylesbury_Duck said:

ldncase said:

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.

That's a bit ambiguous.  I think what eskbanker is getting at is whether you returned the item under F's returns policy (which will probably go beyond your statutory rights and allow change-of-mind returns, but I can't be sure because you won't name the retailer) or whether you stated you were returning it because it was faulty.

It was faulty.

The return method was provided by them, and I completely followed the return guides to send it back. It is just either their warehouse or Royal lost the parcel.

It's hard to remain patient with this.

@Aylesbury_Duck is asking whether you explicitly stated to them that it was faulty and exercising your statutory rights.

We know the item was faulty, you've said it was multiple times.

Why are you unwilling to name the famous retailer, but have no issue telling us that Royal Mail may have lost the parcel? Are you not worried Royal Mail will now pursue you for slander?

People call out companies by name all day and night on this forum. If it's a very famous retailer as you say, I doubt they are interested in the opinions of a few people on an anonymous forum, and even if they were, I expect they'd struggle to serve a valid LBA to 'ldncase on MoneySavingExpert'.

Alderbank

You have a problem with your purchase.

PayPal's website says:

Does PayPal cover my purchase if there's a problem?

Our Purchase Protection covers all eligible PayPal transactions.

To avail of our Buyer Protection, we require that your PayPal account is kept in good standing and that you open a dispute within 180 days of payment.

Go to  your Resolution Center and click Report a Problem.

https://www.paypal.com/uk/cshelp/article/does-paypal-cover-my-purchase-if-theres-a-problem-help364

Please let us know how you get on.

ldncase

Exodi said:

ldncase said:

Aylesbury_Duck said:

ldncase said:

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.

That's a bit ambiguous.  I think what eskbanker is getting at is whether you returned the item under F's returns policy (which will probably go beyond your statutory rights and allow change-of-mind returns, but I can't be sure because you won't name the retailer) or whether you stated you were returning it because it was faulty.

It was faulty.

The return method was provided by them, and I completely followed the return guides to send it back. It is just either their warehouse or Royal lost the parcel.

It's hard to remain patient with this.

@Aylesbury_Duck is asking whether you explicitly stated to them that it was faulty and exercising your statutory rights.

We know the item was faulty, you've said it was multiple times.

Why are you unwilling to name the famous retailer, but have no issue telling us that Royal Mail may have lost the parcel? Are you not worried Royal Mail will now pursue you for slander?

People call out companies by name all day and night on this forum. If it's a very famous retailer as you say, I doubt they are interested in the opinions of a few people on an anonymous forum, and even if they were, I expect they'd struggle to serve a valid LBA to 'ldncase on MoneySavingExpert'.

 I had replied to @Aylesbury_Duckthat I'm a from different cultural background. Also, English isn't my mother tongue, I might get confused from time to time.

I didn't tell the merchant that it was faulty, as I stated the reason in the return form that provided. However, I did inform them that the item was faulty when I was disputing with them.

ldncase

Alderbank said:

You have a problem with your purchase.

PayPal's website says:

Does PayPal cover my purchase if there's a problem?

Our Purchase Protection covers all eligible PayPal transactions.

To avail of our Buyer Protection, we require that your PayPal account is kept in good standing and that you open a dispute within 180 days of payment.

Go to  your Resolution Center and click Report a Problem.

https://www.paypal.com/uk/cshelp/article/does-paypal-cover-my-purchase-if-theres-a-problem-help364

Please let us know how you get on.

Thank you. Samey case scenarios are not new to me. Normally I would the get the refunds by showing the proof of postage, or PayPal would rule in my favour if the merchants fail to response. I'm just rather bothered and confused by the merchant this time as they received the parcel, and yet claims the item itself cannot be located!  A CS person even insinuated that customers might return the parcels, but probably no actual goods inside!!!