complaint boots - refunded wrong item onto wrong card

mum_on_a_mission

I have purchased numerous baby products from Boots the last few months.  I found that the Mamas and Papas activity chair was faulty when my daughter caught her finger when it dismantled (this could have been a very serious injury with potential loss of her finger).  The product was faulty and Boots accepted a return and they would replace.  

I took the product into a store where a manager agreed the product had a dangerous fault.  The item was returned.  I waited several weeks no replacement sent! i contacted customer care again - they emailed me stating they had refunded to my Mastercard - I do not have a Mastercard.  Upon further investigation they refunded the wrong product from a different order - this was purchased on my Boots account with my mothers card.  She lives abroad and I will not receive any money back as the other order item was a gift from her.  

Overall, i am left with no product and no refund. what can I do?
Boots state they have refunded an item of a slightly higher value - they have acknowledged that the item refunded was a completely different order and to a card that is in a different name. 

born_again

Ask your mother to send you the money as she will have it on her card.

If they have refunded in full for the product, then you need to buy another. As you will not get a full refund & a new product.

mum_on_a_mission

they have not refunded the product though its a completely different product bought several months earlier. 

in addition the product i now need to rebuy is now twice the price as its no longer on sale!

TELLIT01

mum_on_a_mission said:

they have not refunded the product though its a completely different product bought several months earlier. 

in addition the product i now need to rebuy is now twice the price as its no longer on sale!

They may have refunded the wrong product, but the amount of refund is higher than the original purchase price.  As others have said, just get your mother to transfer the amount she received to your account.  The requirement is for the retailer to return you to the financial position you were in prior to the purchase, nothing more.

How did Boots have any information in order to affect the refund.  Normally they would require the receipt, or other proof of purchase.  Could the OP have handed over the wrong receipt?

mum_on_a_mission

Many thanks for the replies.

I never requested a refund i was waiting on a replacement.  The manager I was dealing with was always busy so I just got an email one day stating they had refunded to a mastercard.   They must of gone through my Boots.com account and looked at a historical order rather than the more recent one hence with different card details.   When i originally raised the complaint i gave the correct order number at the time - my main concern at that stage was to raise a product review due to my daughters injury.