Next and Fatface failing to refund money for returned purchases

bluecloud_2

I've recently had 3 separate experiences of purchasing at Next and Fatface (same company). I've returned the items and received an email from them saying they received the return and the money will be refunded in 3-5 days. When I check my credit card statement, Next and Fatface have only refunded some of the items. I've then had to waste hours of my time with their customer services team, who have agreed the full amount should have been sent back and ultimately refund the money. If this was a one off instance it could pass as an error, but as this has happened several times, it seems like they are keeping customers money, unless the customer is diligent and checks their statements and then calls or writes to them. Is there any consumer laws or governing bodies I can report this to? Its wasted a lot of my time trying to get this resolved. I have specific examples I can provide. Also, has anyone else had a similar experience? 

the_lunatic_is_in_my_head

Hello OP

If you paid using next credit you can complain following the process here:

https://xcdn.next.co.uk/help/FAQs/PDF_FAQs/Complaints_FAQ_form.pdf

otherwise they have a standard complaints process:

https://zendesk.next.co.uk/hc/en-gb/articles/4407489973777-Complaints-Process

Its_a_dogs_life

I had the same this week. Ordered 9 items from FatFace, only 5 were in the bag as the seal was loose. They resent one replacement, others were out of stock. Instead of refunding £51 for the other items, they only refunded £21 until I followed up. Cheeky! I've never had a problem with them before now and I buy lots from them, but two problems on the one order???