Boots Refusing Refund / Section 75 Claim Unsucessful

saajan_12

Seems a bit mad, if you have proof from the delivery tracking. Imagine if a company sent you something, had proof of it arriving at your door, with a signature required, and then you you lost it somewhere in the house, so can they refund or re-send..??

Ceztmcsrc

saajan_12 said:

Seems a bit mad, if you have proof from the delivery tracking. Imagine if a company sent you something, had proof of it arriving at your door, with a signature required, and then you you lost it somewhere in the house, so can they refund or re-send..??

Exactly, I just don’t know where all these lost parcels are 🤷🏼‍♀️
My partner bought this for me as a gift, he isn’t willing to fight this so £300-£400 down the drain. I’ve tried contacting boots myself but they won’t deal with me 😏

Ceztmcsrc

Kdog95 said:

Ceztmcsrc said:

Hi,

Have you had any joy with your refund? I’m currently going through the same situation with boots. And now been told case closed.

My return was a Dyson straightener, so not cheap either. I followed the returns link they provided.

I am having the exact same issue, I returned my airstrait to boots on 21st Jan as it broke within 3 weeks of purchase, was delivered back to them on the 23rd and they’re rejecting my return despite me providing proof of postage and delivery, said their decision if final as apparently they didn’t receive it and my return is suspicious and not legitimate. They’ve provided no information as to why. I paid through Klarna so hoping they will help fight for my money back! 

I hope you had some luck with Klarna 🤞🏼
My partner has not attempted to fight this is is happy to let £300-£400 go 😡 

Okell

Ceztmcsrc said:

saajan_12 said:

Seems a bit mad, if you have proof from the delivery tracking. Imagine if a company sent you something, had proof of it arriving at your door, with a signature required, and then you you lost it somewhere in the house, so can they refund or re-send..??

Exactly, I just don’t know where all these lost parcels are 🤷🏼‍♀️
My partner bought this for me as a gift, he isn’t willing to fight this so £300-£400 down the drain. I’ve tried contacting boots myself but they won’t deal with me 😏

I understand that in respect of this return you have both proof of sending and proof of delivery.

If that is the case then it's a no-brainer to pursue it through a court claim for a value of £400(?) if Boots refuse to cough up

If your partner bought the item from Boots then the claim will have to be in his name, but there's nothing to stop you doing all the paperwork.  He might have to do witness statement and possibly give evidence in court, but who wouldn't do that to get back to get back £400(?) owed to them?  (And when I say "court" it's just a meeting in a room, no judges robes or wigs etc)

You should send (in his name and signature) a "Letter Before Claim" (LBC) aka "Letter Before Action".  This should briefly set out the facts (ie item worth £400(?) bought from Boots; attach proof of purchase; fault developed; followed Boots returns instructions; attach copy of proof of posting; attach copy of proof of delivery; Boots have subsequently lost the item and refuse to refund), tell them he wants a full refund and if they haven't refunded within 21 days you (ie he) will issue a court claim against Boots without further notice for £(purchase price) plus court fees.

You can google letter before claim and letter before action for more info as to what to include etc

Let us know how you get on.  If they don't pay up within 21 days issue a claim ( Make a court claim for money: What a court claim is - GOV.UK ) and/or come back here for  more advice

MattMattMattUK

gabiieve said:

Having the same problem but thankfully for a £30 item. I wonder when Boots' policy started rejecting returns through collection? That is unreasonable in my opinion

No idea of the when, but the why is because collection items are not weighed, but when dropping off at a post office the item is weighed and then that is recorded on the proof of positing which us given to the sender. That means that if the item goes missing there there is still an extra check that the item was actually returned, rather than an empty box. It is not perfect but better than nothing. 

I am not sure that it is unreasonable of Boots, without seeing how clear or not they make it that collection is not allowed.

Grumpy_chap

Okell said:

 He might have to do witness statement and possibly give evidence in court, but who wouldn't do that to get back to get back £400(?) owed to them?  

He might earn more than £400 per day so loss of earnings might outweigh the claim (assuming it gets all the way to court).

alphabravonovember

Hello, I am having the exact same problem with the same item and Dyson Airstrait. Royal Mail have confirmed they have returned the item and Boots are saying they cannot locate it in their warehouse. They have “concluded their internal investigation” and have decided NOT to refund me my money after sending a faulty item. It has now been weeks and I am at my wits end. It’s a large amount of money and I don’t know what to do, so incredibly stressed.   Please any advice from anyone I would be grateful, I am looking to see if my bank will be able to help or if not take it to small claims court but I’m not sure if others have had any success doing this. 

sheramber

alphabravonovember said:

Hello, I am having the exact same problem with the same item and Dyson Airstrait. Royal Mail have confirmed they have returned the item and Boots are saying they cannot locate it in their warehouse. They have “concluded their internal investigation” and have decided NOT to refund me my money after sending a faulty item. It has now been weeks and I am at my wits end. It’s a large amount of money and I don’t know what to do, so incredibly stressed.   Please any advice from anyone I would be grateful, I am looking to see if my bank will be able to help or if not take it to small claims court but I’m not sure if others have had any success doing this. 

Did you use Royal Mail collection , which they state they do not accept returns from, to send it back?