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Flannels won't refund even though their warehouse has received the goods

NewlandRoad
Posts: 1 Newbie
Just before Christmas I bought an expensive jacket for a christmas present, it didn't fit so I sent it back. They returned it back to me to say that it had not been returned in a new state even thought I had literally opened it got my son to try it on and sent it back in their packaging with the labels still attached. I disputed this with them so they said to send it back again with a letter and they would get another opinion. I asked for a returns label as I couldn't use the original portal as the item had already been sent back once, they said I would have to return it myself and make sure that it was a signed for delivery. I used Royal Mail, got a signature, heard nothing, but I know it takes 14 days, so I contacted after the 14 days for them to say that hadn't received it. I emailed the proof of Delivery and they said they would investigate and come back to me the next day. I didn't get any message back so I contacted again to be told that whilst the warehouse had received it, their customer returns department hasn't so they are deeming it as lost and have said that I should contact Royal Mail and dispute this with them. Surely Royal Mail are not going to stand for this if its been signed for as they have done their job. What do I do now, the coat is worth £550.
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Comments
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Did you make a mistake and send it to the Flannels warehouse rather than their returns department? Did Royal Mail make a mistake? How much was the package insured for with Royal Mail?
If you have evidence that the package was received by Flannels warehouse and you have a record of your communications with Flannels then you certainly do have a case. I would take action via my card company but failing that then it's County Court action.
In any case, it sounds like you've had a terrible customer experience with Flannels. Maybe it's a retailer that's better avoided0
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