Boots refuses refund of returned items

Dissapointedshopper1

There have been other similar situations posted on the forum about Boots refusing to refund items returned to them and my situation is the same & as follows. Any advice how best to deal with this would be appreciated. 

So I purchased two aftershave gift sets for my sons in late October however as the products were much cheaper from Boots on their Black Friday sale, I returned the two original gift sets for a refund.  I have the proof of posting from the 30th October and from the Royal Mail 48 hour tracking database, and I have proof of delivery to the Boots warehouse in Nottingham. A case was raised with their Customer Support team & manager and after many emails, some of which were ignored, they came back to me to say their Digital Operations Team and Warehouse Team had investigated and that they never received the package, Boots would not be able to issue a refund of the £146 paid! They also said that, as far as they were concerned, the matter was closed. 

Obviously I don't accept the matter is closed and having checked my rights, I understand my contract is with Boots who owe me a refund and if the "delivered" package were misplaced by their third party Royal Mail, then Boots should seek compensation from them. This should not hold up my refund for these items. 

So I still haven't received any resolution from Boots and I am currently in a stalemate with them. Does anyone know the over-arching retail body that Boots is aligned to? 

My next stage will be to raise it with the Retail Director in Boots HQ. 

Any other advice welcome please. 

Ms_Chocaholic

Who paid for the return postage?

Make sure you take a screenshot of RM proof of delivery as they do delete them from their webpage after so often, sorry I can't remember how long after.

eskbanker

Dissapointedshopper1 said:

Does anyone know the over-arching retail body that Boots is aligned to?

There was a retail ombudsman but it lost the right to call itself that and renamed to RetailADR, but Boots doesn't appear to be a member/subscriber, so I don't believe there is any over-arching retail body that they align to.

Hoenir

Boots instructions on their returns form are as follows:- 

Option 2: Return free by post Please complete the above details and send this form with your items. To create your Royal Mail returns label, please go to to: www.royalmail.com/track-my-return/create/2239 

Why did you decide to send the box via an alternative means?

Okell

Dissapointedshopper1 said:

There have been other similar situations posted on the forum about Boots refusing to refund items returned to them and my situation is the same & as follows. Any advice how best to deal with this would be appreciated. 

So I purchased two aftershave gift sets for my sons in late October however as the products were much cheaper from Boots on their Black Friday sale, I returned the two original gift sets for a refund.  I have the proof of posting from the 30th October and from the Royal Mail 48 hour tracking database, and I have proof of delivery to the Boots warehouse in Nottingham. A case was raised with their Customer Support team & manager and after many emails, some of which were ignored, they came back to me to say their Digital Operations Team and Warehouse Team had investigated and that they never received the package, Boots would not be able to issue a refund of the £146 paid! They also said that, as far as they were concerned, the matter was closed. 

Obviously I don't accept the matter is closed and having checked my rights, I understand my contract is with Boots who owe me a refund and if the "delivered" package were misplaced by their third party Royal Mail, then Boots should seek compensation from them. This should not hold up my refund for these items. 

So I still haven't received any resolution from Boots and I am currently in a stalemate with them. Does anyone know the over-arching retail body that Boots is aligned to? 

My next stage will be to raise it with the Retail Director in Boots HQ. 

Any other advice welcome please. 

Can you clarify (1) when you received the items from boots, and (2) when you returned them?

Dissapointedshopper1

Thanks all, yes I requested a RM Tracked 48 hour returns label from their website and used that. I also have taken copies of the RM tracking screen saying it was delivered, thanks for the suggestion. 

I ordered them on the 24th October, received them on the 28th October and returned them on the 30th October. They were delivered according to RM on the 1st November back to Boots so within the 14 day cooling off period. 

Thanks all for your replies. 

nyermen

If the returns label came from Boots, then you're considered to have returned the item when it's handed to Boots authorised agent (RM) I believe.  So even delivery isn't your issue, as long as you can prove it was collected?  
If you had it collected by RM from home, and have a ring doorbell recording, save it quick.

Ceztmcsrc

Dissapointedshopper1 said:

There have been other similar situations posted on the forum about Boots refusing to refund items returned to them and my situation is the same & as follows. Any advice how best to deal with this would be appreciated. 

So I purchased two aftershave gift sets for my sons in late October however as the products were much cheaper from Boots on their Black Friday sale, I returned the two original gift sets for a refund.  I have the proof of posting from the 30th October and from the Royal Mail 48 hour tracking database, and I have proof of delivery to the Boots warehouse in Nottingham. A case was raised with their Customer Support team & manager and after many emails, some of which were ignored, they came back to me to say their Digital Operations Team and Warehouse Team had investigated and that they never received the package, Boots would not be able to issue a refund of the £146 paid! They also said that, as far as they were concerned, the matter was closed. 

Obviously I don't accept the matter is closed and having checked my rights, I understand my contract is with Boots who owe me a refund and if the "delivered" package were misplaced by their third party Royal Mail, then Boots should seek compensation from them. This should not hold up my refund for these items. 

So I still haven't received any resolution from Boots and I am currently in a stalemate with them. Does anyone know the over-arching retail body that Boots is aligned to? 

My next stage will be to raise it with the Retail Director in Boots HQ. 

Any other advice welcome please. 

Hi, have you had any joy with this? I’m currently going through the exact same situation. Boots refusing refund on my return, even though I returned it using the link they provided. It was a Dyson straightener, so not cheap. Now they’ve basically told me case closed 😡