Mango not refunding returned clothing

DoorsofPerception

I returned two coats (£90 and £95) to Mango. Mango provide a prepaid Royal Mail return label and I used this to post them back. Posted 7th October and delivered on the 9th October.

I didn't receive any further communication from Mango until I emailed them on the 11th November when they replied within an hour claiming they had done the necessary checks with their warehouse and my return parcel did not contain the "aforementioned item" therefore they won't be proceeding with the refund request. I clearly mentioned two coats when originally emailing Mango, so why the use of singular? Neither have Mango ever stated the contents they claimed to have received. I have since gone to see a large number of Mango's customers receive this email with the exact same wording on social media. 

To complicate matters, when I checked the online Royal Mail tracking it appears as if the tracking number has been re-used. The tracking reflects that I posted the return on 7th October at my local PO and delivered by the NDC on 9th October. However on 19th October there is an item received scan and a second delivery scan at the NDC on 20th October. I queried this with Royal Mail who suggested Mango may have duplicated the return label in error, giving it to another customer. I've asked Mango this several times but they don't acknowledge it. I don't know if I'm just confusing the situation by mentioning this?

I have the Post Office receipt showing I posted a parcel weighing 2.413kg. Additionally the box Mango sent the coats in arrived damaged when returning I had to repackage them into anther retailers box, this is quite distinctive as it has a decorative pattern printed on all sides. It would easily be identifiable on CCTV, another point Mango choose to ignore.  

I have already tried to chargeback but it was unsuccessful. My bank said Mango contested it and it was out of their hands, for my bank to go back to the card company they would need proof from Mango they have received the coats. Now when I email Mango I receive an auto response with a new unique case number but my emails are never replied to. They stopped responding on X/Twitter too.

Is there anything else I can do? Can't post a link to their T&C's but they state Mango UK's website follows English law, I'm also in England. I would appreciate any help. 

the_lunatic_is_in_my_head

Hello OP

Although they are registered as a UK company the registered address appears to be a sign on the wall kind of place, when you look at the site I got a pop up asking if I'd like to shop from Poland... 

If you went down the route of letter before action and small claims there's a good chance you'd win by default but then you'd still have to recover the money.

Personally I'd raise a complaint with the bank (via their official complaints procedure) stating the goods were returned in a box weighing over 2kg and the retailers information is incorrect.

If the bank won't budge you can go to the ombudsman although I'm not sure how they would rule, chargebacks are in addition to consumer rights but it doesn't seem correct that the retailer can simply say they didn't get the return and that's the end of it otherwise every retailer would say such. 

@born_again might have some better thoughts on this one. 

DoorsofPerception

the_lunatic_is_in_my_head said:

Hello OP

Although they are registered as a UK company the registered address appears to be a sign on the wall kind of place, when you look at the site I got a pop up asking if I'd like to shop from Poland... 

If you went down the route of letter before action and small claims there's a good chance you'd win by default but then you'd still have to recover the money.

Personally I'd raise a complaint with the bank (via their official complaints procedure) stating the goods were returned in a box weighing over 2kg and the retailers information is incorrect.

If the bank won't budge you can go to the ombudsman although I'm not sure how they would rule, chargebacks are in addition to consumer rights but it doesn't seem correct that the retailer can simply say they didn't get the return and that's the end of it otherwise every retailer would say such. 

@born_again might have some better thoughts on this one. 

Mango are a Spanish Company, I actually worked from them as a sales assistant when I was a student but that was over 20 years ago. Google tells me they still have 46 retail stores in the UK, if this changes things?

Yes, the bank did seem sympathetic but to be honest I'm unsure as to whether they fobbed me off. 

When I contacted Royal Mail they advised the NDC would not be the final destination for the return, they forward parcels to a warehouse in Spain. But again, surely if I followed their return procedure my responsibility has ended?

the_lunatic_is_in_my_head

If they have stores here that's a bit of a good sign, is it worth phoning their biggest store and asking to speak with the manager, long shot but they might be able to assist or give a better email/phone contact.