Evri or urban outfitters taking no responsibility

Jimmithecat

My daughter ordered £260 worth of clothing from Urban Outfitters intending to try them on and send unwanted items back .

The package arrived - photographed at the door - with only 3 of the 9 items - the other items were missing - the missing items totalling over £200!

On contacting urban outfitters they inform her there is nothing they can do as it was checked and weighed when it left them so take it up with evri.

Evri say it has been delivered and the chatbot tells you to contact the sender for a potential replacement or refund - when you ask for ‘more help with this parcel’ of course it goes no where.

Any suggestions or help anyone can offer ?

Jimmithecat

Here was the response from Urban Outfitters

Jimmithecat

And as would be expected from Evri

El_Torro

It’s the seller’s responsibility to make sure the items arrive at their destination. If this doesn’t happen you are entitled to a refund:

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

How did your daughter pay for the goods? If it was by credit card then the bank may be able to give a refund since the goods she paid for didn’t arrive. 

Jimmithecat

Thanks for your response - the citizens advice information is very useful
she paid on her Monzo debit card

sheramber

Jimmithecat said:

My daughter ordered £260 worth of clothing from Urban Outfitters intending to try them on and send unwanted items back .

The package arrived - photographed at the door - with only 3 of the 9 items - the other items were missing - the missing items totalling over £200!

On contacting urban outfitters they inform her there is nothing they can do as it was checked and weighed when it left them so take it up with evri.

Evri say it has been delivered and the chatbot tells you to contact the sender for a potential replacement or refund - when you ask for ‘more help with this parcel’ of course it goes no where.

Any suggestions or help anyone can offer ?

Was the packaging big enough ot have contained  the missing items?

Was the package damaged in anuway to indicate it had been opened?

Jimmithecat

Yes the packaging was large enough - it had been folded over and resealed - unfortunately the photos do t show this clearly enough

TeaBee72

El_Torro said:

It’s the seller’s responsibility to make sure the items arrive at their destination. If this doesn’t happen you are entitled to a refund:

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

How did your daughter pay for the goods? If it was by credit card then the bank may be able to give a refund since the goods she paid for didn’t arrive. 

This is top advice. I had problems recently and the retailer tried to blame the delivery agent/me. After quoting the above they reversed their decision. They try their luck but don’t give in  

Jimmithecat

Just a quick update on this.
My daughter had not paid for this on Monzo at all but by Klarna.
although I am horrified by this as most money savers will be it actually worked out well as Klarna investigated and issued a refund for the missing items.

i don’t agree with fast fashion, buying large amounts of clothes to try on and return and certainly not Klarna but I just thought I would update readers of this thread of the outcome.

thanks again for all your advice along the way