Company saying I didn't send everything back. Now have stopped responding.

Buddles80

Hi I was wondering if anyone could help me as I've never had this happen before. 

I ordered some online goods for work on a buy 2 get 1 free offer. After recieving them I realised they were not what I wanted so emailed company to ask if I could return them as per their returns policy and was told no problem and was sent a form and code to print a returns packing label.
I packed up all 3 items and posted back. Royal mail confirm delivered on 7th December. I heard nothing from the company and didn't get my refund so I emailed them on 15th December. I was told "we recieved your 2 items back on 12th December as requested and your refund will be coming in 1-2 days."
Now here is where I wrongly assumed when they said "2 items" they were just not including the "free" one as I hadn't bought that so wasn't relevant. I also ignored the fact they said they received them on 12th when my delivery notice said 7th as again it didn't really matter.
Anyway. After a week still no refund and no further contact. So on 15th December I emailed again. 
It was at this point they said I had only sent 2 items back and until I send back the 3rd one they won't refund me. I confirm to them I DID send all 3 back and that was written on my returns form as well that I completed. I also queried why nobody had actually contacted me about this and why if they didn't think I'd sent back what I was meant to did they not contact me instead of me having to chase them. I also queried why they say they recieved the package on 12th and I sent them a copy of the delivered receipt stating 7th.
They acknowledged the discrepancy and said they would "investigate" with the warehouse team and get back to me. 
Since then I have sent 2 emails. One asking for a copy of the returns form I sent back. And one asking for either the weight of the original package they sent me if they have it or the weight of the items. (This is because I found the original postage receipt and it has the weight of the returns package on it that i sent. I have not told them this yet though. Only asked for the weights).
The first email was sent on 30th December and the second on 4th January.
I know it hasn't been that long yet but how long is reasonable to allow a company to respond and "investigate".
The last email they sent me (28th December) they just told me to "be patient while they investigate".
In total it has now been over a month since I sent the items back. (Obviously Christmas etc in the middle means less working days and I do appreciate that delays things)

If they do not respond to me at all, what are my next steps? Can I contact my bank?

Many thanks! 

Jonboy_1984

As these were bought for work it is not a consumer rights issue, but would depend on the terms and conditions agreed at the time of purchase (normally published on a companies website).


If it had of been a personal purchase then the 14 day cooling off period rules would likely have applied https://www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/

Aylesbury_Duck

Jonboy_1984 said:

As these were bought for work it is not a consumer rights issue, but would depend on the terms and conditions agreed at the time of purchase (normally published on a companies website).


If it had of been a personal purchase then the 14 day cooling off period rules would likely have applied https://www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/

The trouble is, the third item is still missing, so even as a consumer, OP would be in the position of them not refunding until the investigation is complete.

born_again

Buddles80 said:

Hi I was wondering if anyone could help me as I've never had this happen before. 

I ordered some online goods for work on a buy 2 get 1 free offer. After recieving them I realised they were not what I wanted so emailed company to ask if I could return them as per their returns policy and was told no problem and was sent a form and code to print a returns packing label.
I packed up all 3 items and posted back. Royal mail confirm delivered on 7th December. I heard nothing from the company and didn't get my refund so I emailed them on 15th December. I was told "we recieved your 2 items back on 12th December as requested and your refund will be coming in 1-2 days."
Now here is where I wrongly assumed when they said "2 items" they were just not including the "free" one as I hadn't bought that so wasn't relevant. I also ignored the fact they said they received them on 12th when my delivery notice said 7th as again it didn't really matter.
Anyway. After a week still no refund and no further contact. So on 15th December I emailed again. 
It was at this point they said I had only sent 2 items back and until I send back the 3rd one they won't refund me. I confirm to them I DID send all 3 back and that was written on my returns form as well that I completed. I also queried why nobody had actually contacted me about this and why if they didn't think I'd sent back what I was meant to did they not contact me instead of me having to chase them. I also queried why they say they recieved the package on 12th and I sent them a copy of the delivered receipt stating 7th.
They acknowledged the discrepancy and said they would "investigate" with the warehouse team and get back to me. 
Since then I have sent 2 emails. One asking for a copy of the returns form I sent back. And one asking for either the weight of the original package they sent me if they have it or the weight of the items. (This is because I found the original postage receipt and it has the weight of the returns package on it that i sent. I have not told them this yet though. Only asked for the weights).
The first email was sent on 30th December and the second on 4th January.
I know it hasn't been that long yet but how long is reasonable to allow a company to respond and "investigate".
The last email they sent me (28th December) they just told me to "be patient while they investigate".
In total it has now been over a month since I sent the items back. (Obviously Christmas etc in the middle means less working days and I do appreciate that delays things)

If they do not respond to me at all, what are my next steps? Can I contact my bank?

Many thanks! 

So just to clear up the above post.

Is this something like cloths, that would not be a B2B (we all be cloths for work as consumers) or is it something else?

Buddles80

Thanks for your replies. The company's returns policy is they accept returns within 30 days of purchase as long as unused.
But yes the main issue isn't that I couldn't return them, they were happy to accept them, it's that they claim they didn't receive all the items.
They are dental tools for work. I instantly realised I'd ordered the wrong ones and asked to return them the same day I recieved them. They had no problems with this.

They have however replied since I posted and said they still insist I only sent 2 back but as a "gesture of goodwill" will refund me "the items on record". Does anyone know if this means the full amount I paid or just for what they claim to have recieved back?
They never responded to my request for the weight of the items or a copy of the form I send with the package. But yet again they say if I have any evidence or anything that will help my case to let them know. But I have and they've been ignoring my requests.
I'm not going to respond until I see what refund comes through. Whether it's for the full amount or partial.

ArbitraryRandom

No one can know what the company mean other than the company, but given you only 'paid' for two items then it would seem possible it would be a full refund (excluding postage as it was a change of mind return). 

Re the weight... what kind of weight are we talking? Would there be a noticeable/significant difference between two and three items given the weight of the packing and the possibly of inaccurately calibrated scales? 

PragmaticMoneySaver

ArbitraryRandom said:

 (excluding postage as it was a change of mind return). 

Just for clarity they would also have to refund the original (standard) postage under a B2C contract even if it was just change of mind.  I realise this thread is potentially B2B so CRA may not apply but just incase people reference this thread in future.

ArbitraryRandom

PragmaticMoneySaver said:

ArbitraryRandom said:

 (excluding postage as it was a change of mind return). 

Just for clarity they would also have to refund the original (standard) postage under a B2C contract even if it was just change of mind.  I realise this thread is potentially B2B so CRA may not apply but just incase people reference this thread in future.

Sorry, the cost of sending it back (subject to the T&Cs at point of sale where they may have said they'll pay return costs or offer free returns)