Company refusing refund ?

Parrot1892

Just trying to see if anyone has any advice on what else I can do. I bought an item from a company called Blakely clothing using Klarna pay in 3. After I returned said item using an inpost label which I purchase from them, I only to received an email over a week or so later to say the item I sent back for a refund was not the one they had received showing me a photo of a random asos jacket I’d never seen in my life . After stating that this was not my item and I returned the correct item I wanted a refund for they then told me that it was my responsibility to contact inpost regarding this issue to which I did, Inpost then told me it was the merchants responsibility to make a claim and not mine. I’d purchased this item through Klarna pay in 3, every single time I dispute the return they decline it stating I need to pay the full price of the item as there is so called evidence I’ve returned the wrong item even though I’ve told them that this item in the picture is not mine. after emailing Blakely several times to tell them it’s there responsibility to make a claim with inpost I’ve received nothing back meaning I’m currently stuck with a Klarna dispute at which I will have to pay for an item I no longer have even though I followed all return procedures and did nothing wrong.

Ergates

It seems they are convinced that you've returned the incorrect item.   Further arguing with them is unlikely to cause them to say "oops, our mistake, here you go".

Regarding the contact with Inpost.   Who formed the contract with them?  You said you paid Blakely?  So it sounds like they arranged the return?   If this is the case, then Inpost are correct and it is Blakely's responsibility to deal with Inpost.  Moreover, as Inpost were acting on Blakely's behalf, your item was effectively returned the moment it was handed over to Inpost and whatever happened to it after that is Blakely's problem.  I.e. if it turns out that someone deliberately or accidentally switched parcels or labels, then it's their problem not yours. 

However, fairly obviously, that isn't going to help if they believe you handed the wrong item to Inpost.

Your next action might have to be a letter before action - stating your intention to take them to the small claims court over the refund.  There are templates for this on the web (probably one on the MSE site).  This *might* make them back down, on the basis that someone who is trying to rip them off is unlikely to go to  court over it.  Or you might have to carry through with your threat.