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Boohoo return to gift card not bank

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kh90
kh90 Posts: 13 Forumite
Ninth Anniversary 10 Posts Combo Breaker
I made a £300+ order with Boohoo for holiday clothes as my weight changed a lot and I need a new summer wardrobe. I sent a lot back (weight issues, again!) and requested my refund. I've now been sent the refund on gift cards, which they claim I requested. I definitely didn't - I don't ever choose gift card options and need to repay Klarna. Do I have any rights? Boohoo have said its tough, basically, and they won't do anything about it, but that now puts me £300 in debt with Klarna and gives me £300 of gift vouchers I'll never use. Boohoo also only reply on social media and take 3-5 days for answer from a human, so no way to ring and get help. 
New, confused and skint!

Comments

  • A_Geordie
    A_Geordie Posts: 259 Forumite
    Third Anniversary 100 Posts Name Dropper
    edited 14 July at 8:05AM
    How did you request a refund?

    There have been a few threads recently posing the same issue where the individual has used Boohoo's returns portal online and the default option (according to Boohoo) is set to refund by gift card and not to back to the original method of payment. 

    Either Boohoo are committing fraudulent activities or you were caught out during the returns process, unless you requested a return by another method and were not asked to accept a refund by gift card.

    If Boohoo are not budging, then maybe legal action is your only solution to resolve it, though I would expect Boohoo to argue that you agreed to a refund by gift card. The onus is on your to prove otherwise and perhaps the only way of doing that is to do a test purchase and then initiate the returns process and video record that process. If process doesn't suggest anything about refunding to a gift card, then your video evidence will be pretty concrete to support your claim. 
  • kh90
    kh90 Posts: 13 Forumite
    Ninth Anniversary 10 Posts Combo Breaker
    A_Geordie said:
    How did you request a refund?

    There have been a few threads recently posing the same issue where the individual has used Boohoo's returns portal online and the default option (according to Boohoo) is set to refund by gift card and not to back to the original method of payment. 

    Either Boohoo are committing fraudulent activities or you were caught out during the returns process, unless you requested a return by another method and were not asked to accept a refund by gift card.

    If Boohoo are not budging, then maybe legal action is your only solution to resolve it, though I would expect Boohoo to argue that you agreed to a refund by gift card. The onus is on your to prove otherwise and perhaps the only way of doing that is to do a test purchase and then initiate the returns process and video record that process. If process doesn't suggest anything about refunding to a gift card, then your video evidence will be pretty concrete to support your claim. 
    Thanks. I've seen a lot of people making the same complaint, so I'm starting to think there may be a bug in their system which states people select that option when they don't. I have emails stating that my refund will be made to my original payment method, so I know I chose that option. 
    New, confused and skint!
  • A_Geordie
    A_Geordie Posts: 259 Forumite
    Third Anniversary 100 Posts Name Dropper
    Well in that case it looks like you have the solid evidence to show the refund was not processed according to your instructions. A bug would imply a defect in the software used by Boohoo but in my experience, there is a high chance this is someone has configured it that way, whether human error or deliberately, and then pleading ignorance. 

    As I said however, if Boohoo are not moving their position despite you providing evidence, then legal action may still only be the way forward. At that point you would at least get someone who has common sense to review your claim and likely that they will settle up once the mistake has been realised. It does mean you fronting the cost. I would also suggest you aim to pay off the £300 from Klarna as soon as possible and any interest added by Klarna should be part of your overall claim against Boohoo. 
  • TELLIT01
    TELLIT01 Posts: 18,025 Forumite
    Part of the Furniture 10,000 Posts Name Dropper PPI Party Pooper
    kh90 said:
    Thanks. I've seen a lot of people making the same complaint, so I'm starting to think there may be a bug in their system which states people select that option when they don't. I have emails stating that my refund will be made to my original payment method, so I know I chose that option. 
    I very much doubt it's a bug in the system.  Far more likely that they have deliberately set 'gift card' as the default repayment method, in the hope that people won't realise as they go through the process.  There's nothing illegal in what they are doing, although somewhat sneaky.

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