Took Boots to Small Claims Court

System

This discussion was created from comments split from: Faulty product, returned, Boots refusing a refund!.

CipherSniper

I placed an in-store order with Boots UK, this was an at the till order for goods that were out of stock, these goods were to be delivered to my address.  Moreover, I was allowed to check my address details on the till, (as the sales assistant had problems with spelling).

However, the ordered item failed to arrive at my address even after waiting for several weeks.

I promptly contacted both the store, from which the goods were purchased, and Boots UK headquarters to seek clarification on how to obtain a refund. It was at this point that I was informed that the item had been returned to Boots UK warehouse due to an error in the store's completion of my contact details.  I was then assured that an automatic refund would be processed within 5 working days. However, no refund was processed.

After several phone calls with the store and headquarters, (which were some of the most incompetent and frustrating experiences of my life.) no resolution of their shocking failure was achieved.

I also attempted to resolve the issue by submitting a complaint to their on line complaints system, but I received no response. 

However, my receipt had a delivery number on so I was able to contact Royal mail directly.  At which point Royal Mail gave me access to two things.  First, a timeline itinerary of my order being returned to Boots, due to incorrect address details. Secondly, a picture of my order being returned to Boots warehouse.

I thereafter logged a payment dispute with my bank, and my bank issued me a payment refund. However, Boots disputed my claim and the bank returned the money to them.

With no other option left, I took Boots the Chemist to the small claims court.  And I am happy to say, not only did I get a refund, but I also received a £100 extra. 

Inconclusion, no thanks to Boots it all turned out well.

Alderbank

Very nice of the court to give you an extra £100 on top.

MSE_Stephen

Hi @CipherSniper

We've split this into a new thread for you.

CipherSniper

The extra money was to cover time and stress, so I believe it's normal.

p00hsticks

CipherSniper said:

The extra money was to cover time and stress, so I believe it's normal.

I was under the impression that you could only claim for financial loss under the small claims system, not things like stress ? Or are you implying that you reached a settlement with Boots before the case came to court ?

sheramber

Did you claim the payment cost plus the extra?

Did Boots turn up
In court or did you win  by default, as they didn’t contest it?

DullGreyGuy

p00hsticks said:

CipherSniper said:

The extra money was to cover time and stress, so I believe it's normal.

I was under the impression that you could only claim for financial loss under the small claims system, not things like stress ? Or are you implying that you reached a settlement with Boots before the case came to court ?

No, all tracks of the civil procedures are able to consider general damages as well as special damages. There is a lower cap on general damages in Small Track than there is for special damages.

Generally "stress" and "time" are not allowable heads of claim unless you are talking about either a) having had to have gone to a doctor for medication or b) the actions of the defendant were totally unreasonable and massively increased the amount of time required beyond what is reasonable. 

I suspect the OP got a judgement in default which means they could have claimed any value and it's automatically accepted because of the lack of a defendant;s response. 

Dylayla

Hi can I ask did Boots respond the claim or you had to go through the judge?Just curious as I have a similar issue with boots 

sheramber

Dylayla said:

Hi can I ask did Boots respond the claim or you had to go through the judge?Just curious as I have a similar issue with boots 

The OP has not logged on since August 24 so Idoubt you will get answer.

better to start your own thread.