Studio online refusing to refund postage

IrishRose12

I'm hoping someone can give me some advice and/or help.  This is a long post so I apologise in advance.

I placed an order with Studio on 11th November 2023.  Recieved said order on 17th November 2023.
Upon opening the items and trying them on, I found the track bottoms were not as described, and the sizes were way off the mark.  Far too big even though we had the same items bought from the main brand in the same size ordered.
A pair of adult wellie boots were received and they had clearly been used they had marks cut into the rubber etc.  I was disgusted.
No way to contact  humn being via the webiste, and the phone number wan't answered.  SO I contacted them via Facebook messenger on 19th November 2023 informing them I wanted to return the faulty mis-described goods and how to go about getting a postage label. Provided photos of the marks and dirt on the wellies aswell as telling them their sizes were wide off the mark for the clothes.
Standard replys and finally got asked for my account number etc and then heard nothing back.
I left it until the 27th November and posted the items back myself via Royal mail tracked 48 service at a cost of £6.49.

Received a reply on facebook on the 28th November asking for the account details etc again, told them I had returned the items and heard nothing again until the 3rd December.  
Received a statement in December with confirmation of refund for the items, but no postage cost refunded.  Even though I selected they were faulty on their returns form. I contacted them again, stating I wanted the £5.99 removed from my account as the goods were faulty and I had informed them of this already, both on paper and via facebook messenger.
 Finally got a reply and confirmation that the £5.99 would be refunded.

29th December and I got  charged a "lnon payment fee" for the £5.99 postage charge I had not paid!

Ever since I've been in contact, no replys on Facebook messenger, finally got a live link for theor online chat option, and they gave me the run-around, and told me to contact their financial services team.  Opening hours on a Friday are stated as closing at 7pm.  I tried phoning from 5.50pm until 6.20pm was cut off twice and no answer the remaining attempts.  Answerphone clearlu stated opening hours until 7pm on a Friday.

Found an email address so sent them an email, and they have replied back today saying the postage was refunded, and I should have contacted the before reurning the faulty goods and they won't refund them return postage cost.

I now allegedly owe them £18, £5.99 for the postage cost that should have been refunded, and £12 non payment fee.

Can anyone please advise on where I go from here? 

Thank you in advance.

TELLIT01

I wish you luck in dealing with Studio.  We needed to return an item but there was no returns form either on or in the box.  I tried to speak to them on Messenger simply asking where I could get a returns form as it is not available where they claim it is on their website.  They refused to speak to me as I'm not the customer!

My wife then e-mailed them with an explanation of the problem along with all her account details, item number of the item to be returned, and informing them the returns form is not on the 'How do I return my item' page.  She got an email back asking for her account number, item number, name etc which had all been supplied, along with a link to 'How do I return my item' so she could print off the returns form!  She tried again, with the same result, or lack thereof.  Fortunately after we complained on another site somebody sent us a PDF and we are now able to return the item.

I am led to believe that they are relocating their Customer Services operation and many staff have left, with the remainder not happy.

IrishRose12

To be honest, I've been shopping with the catalogue for over 20 years.  My family for around 30 years or more.  
Since they were taken over last year by Sports Doirect etc the company has gone to the dogs and customer service doesn't exist at all.  

Honestly I'm sickened, and now to have a non payment fee on my credit score I'm absoltely fuming. 

On the 8th December I was told the £5.99 wuould be refunded.  And even on Christmas Eve I was "assured" it would be credited to my account.  Each time I told them the payment had to be made by 28th December and then they charged the £12 fee.  I'm seriously considering legal action. 

Aylesbury_Duck

IrishRose12 said:

To be honest, I've been shopping with the catalogue for over 20 years.  My family for around 30 years or more.  
Since they were taken over last year by Sports Doirect etc the company has gone to the dogs and customer service doesn't exist at all.  

Honestly I'm sickened, and now to have a non payment fee on my credit score I'm absoltely fuming. 

On the 8th December I was told the £5.99 wuould be refunded.  And even on Christmas Eve I was "assured" it would be credited to my account.  Each time I told them the payment had to be made by 28th December and then they charged the £12 fee.  I'm seriously considering legal action. 

It seems to be your only option now.  I suspect they'll cough up if you send them a letter before action.

IrishRose12

Aylesbury_Duck said:

IrishRose12 said:

To be honest, I've been shopping with the catalogue for over 20 years.  My family for around 30 years or more.  
Since they were taken over last year by Sports Doirect etc the company has gone to the dogs and customer service doesn't exist at all.  

Honestly I'm sickened, and now to have a non payment fee on my credit score I'm absoltely fuming. 

On the 8th December I was told the £5.99 wuould be refunded.  And even on Christmas Eve I was "assured" it would be credited to my account.  Each time I told them the payment had to be made by 28th December and then they charged the £12 fee.  I'm seriously considering legal action. 

It seems to be your only option now.  I suspect they'll cough up if you send them a letter before action.

Surely there should be an easier way to claim my money back without having to involve solicitors?? 

Alderbank

IrishRose12 said:

Aylesbury_Duck said:

IrishRose12 said:

To be honest, I've been shopping with the catalogue for over 20 years.  My family for around 30 years or more.  
Since they were taken over last year by Sports Doirect etc the company has gone to the dogs and customer service doesn't exist at all.  

Honestly I'm sickened, and now to have a non payment fee on my credit score I'm absoltely fuming. 

On the 8th December I was told the £5.99 wuould be refunded.  And even on Christmas Eve I was "assured" it would be credited to my account.  Each time I told them the payment had to be made by 28th December and then they charged the £12 fee.  I'm seriously considering legal action. 

It seems to be your only option now.  I suspect they'll cough up if you send them a letter before action.

Surely there should be an easier way to claim my money back without having to involve solicitors?? 

Nobody has mentioned solicitors.

As @Aylesbury_Duck says, send them a letter before action

Aylesbury_Duck

IrishRose12 said:

Aylesbury_Duck said:

IrishRose12 said:

To be honest, I've been shopping with the catalogue for over 20 years.  My family for around 30 years or more.  
Since they were taken over last year by Sports Doirect etc the company has gone to the dogs and customer service doesn't exist at all.  

Honestly I'm sickened, and now to have a non payment fee on my credit score I'm absoltely fuming. 

On the 8th December I was told the £5.99 wuould be refunded.  And even on Christmas Eve I was "assured" it would be credited to my account.  Each time I told them the payment had to be made by 28th December and then they charged the £12 fee.  I'm seriously considering legal action. 

It seems to be your only option now.  I suspect they'll cough up if you send them a letter before action.

Surely there should be an easier way to claim my money back without having to involve solicitors?? 

Solicitors aren't needed.  The whole point of small claims court is that anyone can do it.  I don't recommend actually going through with court action, it would be ridiculous to do so for £18, but sending a letter costs you a stamp and might provoke a response.

IrishRose12

I mentioned solicitors as I mentioned legal action?? Anything regarding legal action would require legal representation woould it not?

I will look into this letter that you are talking about.  I have no idea about anything like this as I#ve never been in this position before, which is why I was aksing for advice on the matter. 

Aylesbury_Duck

IrishRose12 said:

I mentioned solicitors as I mentioned legal action?? Anything regarding legal action would require legal representation woould it not?

I will look into this letter that you are talking about.  I have no idea about anything like this as I#ve never been in this position before, which is why I was aksing for advice on the matter. 

Google 'letter before action' and 'small claims court'.  Small claims court is legal action but it doesn't require legal representation.  The whole point of it is to keep costs down for complainant and accused, because the value of the claim is small.

Sending a LBA tells the retailer you're serious, and what you hope is that it provokes a positive response.  If it doesn't, they've called your bluff but all it's cost you is a stamp.

powerful_Rogue

IrishRose12 said:

To be honest, I've been shopping with the catalogue for over 20 years.  My family for around 30 years or more.  
Since they were taken over last year by Sports Doirect etc the company has gone to the dogs and customer service doesn't exist at all.  

Honestly I'm sickened, and now to have a non payment fee on my credit score I'm absoltely fuming. 

On the 8th December I was told the £5.99 wuould be refunded.  And even on Christmas Eve I was "assured" it would be credited to my account.  Each time I told them the payment had to be made by 28th December and then they charged the £12 fee.  I'm seriously considering legal action. 

You also don't have a credit score, just a credit report.

The number you see is made up and only seen by you and the credit reference agency.

the_lunatic_is_in_my_head

Hello OP

If you are a Studio Pay customer follow their complaints procedure

https://help.studio.co.uk/en/support/solutions/articles/80001078488-how-do-i-make-a-financial-services-complaint-

They have a set time to resolve and then you can go to the ombudsman.