Getting a refund from an online store

Giraffe76

Hi all,

Firstly i apologise in advance for war and peace

My partner tried ordering a bed frame from an online company (not sure if im allowed to mention their name) but the home wifi went down and she didnt think the order had gone through so when the wifi returned she placed the order again.
Once she realised what happened she emailed their customer service (no phone number available) but for whatever reason they werent able to cancel one of the orders so when they were delivered she tried refusing delivery of one of the orders but for some reason (that im not aware of) she was only able to refuse half of one of the deliveries so was stuck with half an order she didnt want/need. When she contacted customer services again and they eventually replied they said that they would send out a returns label, which they did but 2 weeks later. i took the returns to the local PO that same day but they said that the weight was past the returns label limit so took it home, repackaged it the same day and sent the larger, heavier part using the returns label and paid for the smaller part.
We waited a week or so and still hadnt received a refund notification so my partner emailed them again only to be told that the items hadnt been received. My partner sent their customer services copies of the receipts and then after they hadnt replied for a while she decided to put the payments in dispute with her credit card company as she felt like she wasnt getting anywhere with their customer service so She sent the credit card company photos of the receipts with tracking number on but they said that they wanted more than that but couldnt provide anything else as thats all she had so they declined her payment dispute so i decided to visit our local main sorting office who had access to more information that i did or local PO do. They confirmed that they could only find tracking for the smaller parcel and that according to their information the parcel had been sitting in the local destinations sorting office for approximately 2 months so i was told that it could be the case that the item/s were waiting on some sort of further excess postage to be paid by the receiver or that their delivery people there just havent updated the tracking information. Either way we now have parcels that apparently havent been delivered, no way of tracking them any further and a company that flatly refuses to help and all they say is they havent received them.

Hope this post makes sense and someone can help

thanks in advance Mark

Mark_d

Maybe stick to ordering from reputable companies in future.

It's odd that your partner accepted delivery of one and a half orders.  When I've been in a similar situation I've explained to the courier that I need to reject delivery of one order as the order has been cancelled with the retailer.

You were responsible for returning some items to the retailer but as you discovered, the delivery did not complete.  Hence retailer and credit card company would not refund.

All you can do now is try to make progress through an official complaint with the courier.  Hopefully you can get some money back but it won't be easy.

I wouldn't buy high value items from online retailers - and this is precisely the reason why.  It's not unusual for items to get lost on their way back to the retailer.  I speak from experience.

the_lunatic_is_in_my_head

Can you name the company OP?

Have you run the tracking for the two parcels through here:

https://www.royalmail.com/track-your-item#/

DullGreyGuy

Giraffe76 said:

My partner tried ordering a bed frame from an online company (not sure if im allowed to mention their name) 

You're allowed to name companies as long as it isn't in connection with a call to boycott them.

So the item the part of the order thats not been received is the larger part sent using their postage method? Did the receive the part that you refused delivery of?

Do you have the details of the provided label thats gone missing to be able to use the tracking service? As they are the one that commissioned that part of the return then you only have to show it was sent not that it was received as it was their service so between them and their service provider. 

Chargebacks however are a crude tool and do not reflect all the nuances of law. What exactly is your bank saying they need from you to support the chargeback? A screenshot of the tracking showing it was delivered?

born_again

DullGreyGuy said:

Giraffe76 said:

Chargebacks however are a crude tool and do not reflect all the nuances of law. What exactly is your bank saying they need from you to support the chargeback? A screenshot of the tracking showing it was delivered?

Yep, they will want proof of delivery.