Retailer denying having received return

cheeseplease

Hi,

Last month I posted two returns at the same time - one to Uniqlo and one to Passenger. Unfortunately I got the returns labels muddled up and they both went to the wrong place (the Passenger return went to Uniqlo and the Uniqlo went to Passenger. I only found out about this when Passenger emailed me to say they had the Uniqlo items.

I used prepaid Royal Mail returns labels and have tracking numbers. According to Royal Mail’s website Uniqlo has received the item but they are denying having received it. They have told me to contact Royal Mail but Royal Mail have said because Uniqlo prepaid for the return there’s nothing I can do - it has to come from Uniqlo. Uniqlo have told me they have contacted Royal Mail but haven’t heard back from them.

I have contacted Uniqlo repeatedly and written a letter of complaint (to which they haven’t responded).

Is there anything more I can do or do I just need to accept the loss? 

I considered chargeback but not sure how this would work as the item wasn’t sent back to the correct retailer (who would I claim chargeback from - Passenger haven’t done anything wrong).

Any advice would be greatly received.

Thanks in advance.

marcia_

I don't think you deserve a chargeback from either. This is your mess that you should have to take the hit not the companies waiting for their goods back 

EssexHebridean

It’s not about you not “deserving it” - clearly it was an error on your part, but a regrettable one, as that now leaves you in a position where you have made two returns, but in essence not actually made either.  The best you might be able to hope for is to get the Uniqlo items sent back to you and be able to then return those to Uniqlo and get a refund for those at least. Have you asked Uniqlo what their policy would be if they received a parcel with items which clearly were not theirs? 

the_lunatic_is_in_my_head

Uniqlo should be an involuntary bailee with a duty to make the goods available for collection and take safe care of them, they appear to be a Japanese company but have stores here in the UK, have you had a look to see if there is a head office contact OP?

cheeseplease

EssexHebridean said:

It’s not about you not “deserving it” - clearly it was an error on your part, but a regrettable one, as that now leaves you in a position where you have made two returns, but in essence not actually made either.  The best you might be able to hope for is to get the Uniqlo items sent back to you and be able to then return those to Uniqlo and get a refund for those at least. Have you asked Uniqlo what their policy would be if they received a parcel with items which clearly were not theirs? 

Yes, they’ve consistently said that if they received an item that wasn’t theirs they would return it. It’s frustrating that this policy doesn’t appear to have been followed.

cheeseplease

the_lunatic_is_in_my_head said:

Uniqlo should be an involuntary bailee with a duty to make the goods available for collection and take safe care of them, they appear to be a Japanese company but have stores here in the UK, have you had a look to see if there is a head office contact OP?

I’ve contacted customer services but haven’t looked into whether there is a head office. Will look - thanks for the suggestion.