Charged for a clothing box I returned

A_Star

I ordered a clothing box from Outfittery (this is a styling service to selects items for you and you pay for what you keep).  I returned the whole box two weeks ago and have proof of delivery.
They have now charged me £620 for it.  

The phone line constantly says they're busy and cuts the call, I've tried emailing but had no response.

The money has been taken off my debit mastercard.

What's the best way to deal with this?  Can I dispute the payment with my bank?

HillStreetBlues

A_Star said:

I ordered a clothing box from Outfittery (this is a styling service to selects items for you and you pay for what you keep).  I returned the whole box two weeks ago and have proof of delivery.
They have now charged me £620 for it.  

The phone line constantly says they're busy and cuts the call, I've tried emailing but had no response.

The money has been taken off my debit mastercard.

What's the best way to deal with this?  Can I dispute the payment with my bank?

Yes, tell them you have tried to get in contact with retailer but they refuse to reply, also you have proof of return that has been delivered.

born_again

A_Star said:

I ordered a clothing box from Outfittery (this is a styling service to selects items for you and you pay for what you keep).  I returned the whole box two weeks ago and have proof of delivery.
They have now charged me £620 for it.  

The phone line constantly says they're busy and cuts the call, I've tried emailing but had no response.

The money has been taken off my debit mastercard.

What's the best way to deal with this?  Can I dispute the payment with my bank?

How long had you had the cloths before returning?
Tried contacting them via you user area?

Andy_L

Why are they charging you £620?
Is it because they are claiming to have not received it back?

born_again

https://forums.moneysavingexpert.com/discussion/6542757/clothes-company-folds-then-gives-my-details-to-a-new-company-stitch-fix-outfittery#latest

Ergates

How did you return the box?  Was it via a courier that *they* arranged?  Or were *you* responsible for arranging the delivery?

squashykat

born_again said:

https://forums.moneysavingexpert.com/discussion/6542757/clothes-company-folds-then-gives-my-details-to-a-new-company-stitch-fix-outfittery#latest

OP, are you ex-stitch fix? This was my thread a couple of days ago. Now I am really worried. I never authorised an account with this company and find the fact they send me stuff anyway, to be pretty unethical.

I have emailed them requesting to close my account and sent the box of stuff back but although other forum users assured me they couldn't have my card details from my old Stitch Fix account, I am saddened to read of this happening to you and not confident it won't happen to me. 

squashykat

To answer questions on OPs behalf, the box is sent with instructions to return any unwanted items via the enclosed returns label - mine was Royal Mail. You have 7 days to decide, although on my thread someone found a 30 day money back guarantee. You are only then meant to log in and make payment for the items you kept but it seems they are debiting cards automatically if Trust Pilot reviews are anything to go by. 

I have tried to make a pre-emptive block on this company via my bank but they said they can't do anything other than to wait and see if anything goes out. Will be fuming if they do, £500 is a hell of an amount.

A_Star

born_again said:

A_Star said:

I ordered a clothing box from Outfittery (this is a styling service to selects items for you and you pay for what you keep).  I returned the whole box two weeks ago and have proof of delivery.
They have now charged me £620 for it.  

The phone line constantly says they're busy and cuts the call, I've tried emailing but had no response.

The money has been taken off my debit mastercard.

What's the best way to deal with this?  Can I dispute the payment with my bank?

How long had you had the cloths before returning?
Tried contacting them via you user area?

It was delivered back to them within 7 days of me receiving it.

Yes, I've tried both phone and via the contact form 

A_Star

Andy_L said:

Why are they charging you £620?
Is it because they are claiming to have not received it back?

Yes, it's still showing as return in process in my account

A_Star

Ergates said:

How did you return the box?  Was it via a courier that *they* arranged?  Or were *you* responsible for arranging the delivery?

Royal Mail with a label they provided