Uniqlo have my return but not refunding

Dino2468

I returned an order to Uniqlo via Evri, which they arranged. I returned it within the returns period and I have the tracking information which says it arrived at Uniqlo. I also have emails from Evri staff saying it arrived at Uniqlo. 

Uniqlo are saying they never received it and are refusing to investigate it as I don’t have the physical receipt the post office gave me, even though I have the tracking number and emails from Evri clearly showing it arrived. 

The total value of the return is in excess of £100 but the individual items are less than that, so I can’t use section 75 protection. I stupidly let the four month period for chargeback to elapse because I thought I could resolve it amicably with them. 

So I don’t know what to do. They have said that I can “escalate the matter with a dispute resolution mediator” and say that Citizens Advice do this. But I don’t think they do have an ADR service. I have referred them to Trading Standards and I am considering putting in a police report because it feels like they have defrauded me but I doubt that will do anything. 

What are my options here?

sammyjammy

Small claims court.

Arunmor

I'm fastidious about keeping receipts and proofs of postage these days for this very reason. 

Having said all that I misplaced a tracking receipt a few weeks ago from Evri handed to me on the doorstep by the courier.  I was asked for that, fortunately I had a copy of my online postage label which was accepted.  Do you have that?

Ergates

Dino2468 said:

I returned an order to Uniqlo via Evri, which they arranged. I returned it within the returns period and I have the tracking information which says it arrived at Uniqlo. I also have emails from Evri staff saying it arrived at Uniqlo. 

Uniqlo are saying they never received it and are refusing to investigate it as I don’t have the physical receipt the post office gave me, even though I have the tracking number and emails from Evri clearly showing it arrived. 

The total value of the return is in excess of £100 but the individual items are less than that, so I can’t use section 75 protection. I stupidly let the four month period for chargeback to elapse because I thought I could resolve it amicably with them. 

So I don’t know what to do. They have said that I can “escalate the matter with a dispute resolution mediator” and say that Citizens Advice do this. But I don’t think they do have an ADR service. I have referred them to Trading Standards and I am considering putting in a police report because it feels like they have defrauded me but I doubt that will do anything. 

What are my options here?

Who arranged the return delivery?  Was it you, or was it Uniqlo?   

Dino2468

Thanks for your comments all. 

Are there any alternatives to small claims court - it would be nice to avoid the stress and time of having to do this. 

I don’t have an online returns label, but I do have the QR code that was used to generate the physical returns label. 

Uniqlo arranged the return not me. 

Grateful for any further help. 

the_lunatic_is_in_my_head

Hello OP

They seem to be a very large company, they have a UK address in London, you could try sending a letter to see if you get a response from that. Hard to tell if it's an actual office or just a plaque on the wall type of place but would only cost a stamp.

If the reason for the return was not as described/faulty/etc then your bank may be able to assist with a chargeback.

born_again

the_lunatic_is_in_my_head said:

Hello OP

They seem to be a very large company, they have a UK address in London, you could try sending a letter to see if you get a response from that. Hard to tell if it's an actual office or just a plaque on the wall type of place but would only cost a stamp.

If the reason for the return was not as described/faulty/etc then your bank may be able to assist with a chargeback.

Op is already out of time for that as per their OP 👍

the_lunatic_is_in_my_head

born_again said:

the_lunatic_is_in_my_head said:

Hello OP

They seem to be a very large company, they have a UK address in London, you could try sending a letter to see if you get a response from that. Hard to tell if it's an actual office or just a plaque on the wall type of place but would only cost a stamp.

If the reason for the return was not as described/faulty/etc then your bank may be able to assist with a chargeback.

Op is already out of time for that as per their OP 👍

Thanks I missed the bit about 4 months. 

Ergates

Dino2468 said:

I don’t have an online returns label, but I do have the QR code that was used to generate the physical returns label. 

Uniqlo arranged the return not me. 

In that case whether they have received the items or not is their problem, not yours - the goods became the responsibility of Uniqlo at the point you handed them over at the Post-Office.  Therefore, them saying they never received the goods is irrelevant.

The problem you'll have here is that you don't have the proof of postage any more - though the tracking number/info *ought* to work in it's stead.


As an aside:  The police won't do anything - this is a civil matter.  Trading standards don't deal with individual cases either.