Item missing

smartshopper80

I ordered several t-shirts from a retailer's website, and one item was not sent.
After reporting the issue to their CS, they refused to refund the missing item because they claimed their warehouse CCTV showed everything's put inside.

I don't think the CCTV can catch the amount of the items being packed, not to mention I order 4-5 
t-shirts which are the same but in different sizes. Also, they refused to reveal the footage.

The same sxxt happened to me years ago, same retailer. It took me 3 months to make a successful claim. However, this time was paid via giftcard, and I can't ask my card issuer to step in. How shall I do?

Thanks

DullGreyGuy

smartshopper80 said:

I ordered several t-shirts from a retailer's website, and one item was not sent.
After reporting the issue to their CS, they refused to refund the missing item because they claimed their warehouse CCTV showed everything's put inside.

I don't think the CCTV can catch the amount of the items being packed, not to mention I order 4-5 
t-shirts which are the same but in different sizes. Also, they refused to reveal the footage.

The same sxxt happened to me years ago, same retailer. It took me 3 months to make a successful claim. However, this time was paid via giftcard, and I can't ask my card issuer to step in. How shall I do?

So you have problems with a company but keep coming back and giving them your money?

No, you didnt use your card to buy the products so you cannot as them to do a chargeback, you used your card to buy a gift card which you were correctly issued. 

Just do whatever you did last time and either stop shopping with them or accept that this is part of the process of being one of their customers. 

smartshopper80

DullGreyGuy said:

smartshopper80 said:

I ordered several t-shirts from a retailer's website, and one item was not sent.
After reporting the issue to their CS, they refused to refund the missing item because they claimed their warehouse CCTV showed everything's put inside.

I don't think the CCTV can catch the amount of the items being packed, not to mention I order 4-5 
t-shirts which are the same but in different sizes. Also, they refused to reveal the footage.

The same sxxt happened to me years ago, same retailer. It took me 3 months to make a successful claim. However, this time was paid via giftcard, and I can't ask my card issuer to step in. How shall I do?

So you have problems with a company but keep coming back and giving them your money?

No, you didnt use your card to buy the products so you cannot as them to do a chargeback, you used your card to buy a gift card which you were correctly issued. 

Just do whatever you did last time and either stop shopping with them or accept that this is part of the process of being one of their customers. 

I have to. I own a small business, and they're like my supplier. I spend 1000-2000 monthly on this retailer.

The reason why I sometimes use giftcard is because the amount I spend triggers security issues from the my bank, or from the checkout system provider. That's why the retailer's CS suggested me to buy giftcards.

The same thing happened like 3 years ago, just once. 

Aylesbury_Duck

Your options are normally reduced because you're not a consumer, however I don't think that makes a practical difference here because the only way to get a refund is court action.

smartshopper80

Aylesbury_Duck said:

Your options are normally reduced because you're not a consumer, however I don't think that makes a practical difference here because the only way to get a refund is court action.

Well. This retailer doesn't forbid the customers to re-sell. What I do with my purchases is my business really. My business is based overseas and that doesn't have any conflict with this local retailer.
Also, their CS knew I'm a reseller already.

In that case I will not buy giftcards from them. 

DullGreyGuy

smartshopper80 said:

DullGreyGuy said:

smartshopper80 said:

I ordered several t-shirts from a retailer's website, and one item was not sent.
After reporting the issue to their CS, they refused to refund the missing item because they claimed their warehouse CCTV showed everything's put inside.

I don't think the CCTV can catch the amount of the items being packed, not to mention I order 4-5 
t-shirts which are the same but in different sizes. Also, they refused to reveal the footage.

The same sxxt happened to me years ago, same retailer. It took me 3 months to make a successful claim. However, this time was paid via giftcard, and I can't ask my card issuer to step in. How shall I do?

So you have problems with a company but keep coming back and giving them your money?

No, you didnt use your card to buy the products so you cannot as them to do a chargeback, you used your card to buy a gift card which you were correctly issued. 

Just do whatever you did last time and either stop shopping with them or accept that this is part of the process of being one of their customers. 

I have to. I own a small business, and they're like my supplier. I spend 15-20K monthly on this retailer.

The reason why I sometimes use giftcard is because the amount I spend triggers security issues from the my bank, or from the checkout system provider. That's why the retailer's CS suggested me to buy giftcards.

The same thing happened like 3 years ago, just once. 

Unless they have a unique product you dont "have to" you choose to, it's your business, you can change suppliers if you want to. 

It doesnt matter why you used a gift card it just means you cannot chargeback the transaction. 

eskbanker

smartshopper80 said:
I own a small business, and they're like my supplier. I spend 15-20K monthly on this retailer.

You spend the thick end of quarter of a million annually with this supplier and the two of you are fighting over one measly missing T-shirt?  There must be more to this but it's clearly not a consumer rights issue!

Okell

eskbanker said:

smartshopper80 said:
I own a small business, and they're like my supplier. I spend 15-20K monthly on this retailer.

You spend the thick end of quarter of a million annually with this supplier and the two of you are fighting over one measly missing T-shirt?  There must be more to this but it's clearly not a consumer rights issue!

This ^ is exactly what I thought!    

Also it sounds to me like the OP is buying this stuff retail rather than wholesale or commercially.  Why would regular and routine business purchases trigger security warnings with the OP's bank, and why would the supplier suggest to a commercial customer that they use gift cards!?!?.

Okell

smartshopper80 said:

Aylesbury_Duck said:

Your options are normally reduced because you're not a consumer, however I don't think that makes a practical difference here because the only way to get a refund is court action.

... In that case I will not buy giftcards from them. 

Top tip:  Don't use gift cards for business purchases.  In fact never use gift cards for anything...

smartshopper80

eskbanker said:

smartshopper80 said:
I own a small business, and they're like my supplier. I spend 15-20K monthly on this retailer.

You spend the thick end of quarter of a million annually with this supplier and the two of you are fighting over one measly missing T-shirt?  There must be more to this but it's clearly not a consumer rights issue!

I'm the OP. I had a brain fart earlier. It's 1000-2000 monthly. Not 10-20K.
I do, however, spend 10-20K monthly on various retailers based in different countries.

eskbanker

smartshopper80 said:

eskbanker said:

smartshopper80 said:
I own a small business, and they're like my supplier. I spend 15-20K monthly on this retailer.

You spend the thick end of quarter of a million annually with this supplier and the two of you are fighting over one measly missing T-shirt?  There must be more to this but it's clearly not a consumer rights issue!

I'm the OP. I had a brain fart earlier. It's 1000-2000 monthly. Not 10-20K.

That still buys a lot of T-shirts!  If the supplier doesn't value your custom enough to resolve such a minor issue then go elsewhere....